Outpatients Contact Centre Technology Manager
Job summary
As the Contact Centre Technology Manager you will be responsible for the end-to-end design, performance, resilience, governance and continuous improvement of contact centre technology systems supporting patient access across Mid and South Essex NHS Foundation Trust.
It will be your responsibility to provide specialist expertise in telephony systems, Interactive Voice Response (IVR), digital access channels, chatbot technology, Workforce Management (WFM), quality monitoring, call recording and reporting solutions.
Main duties of the job
- Acts as the principal link between operational services, Digital teams, Information Governance, IT Services and external technology suppliers, ensuring technology solutions support safe, efficient and patient-centred access to services.
- Responsible for translating highly complex operational requirements into effective technical solutions, leading technology-enabled service improvements, driving adoption of digital technologies and ensuring systems remain robust, secure and fit for purpose.
- Operates as the Trust's subject matter expert for Outpatient contact centre technology and provides specialist advice on the development and optimisation of patient access systems.
About us
Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.
We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.
Job description
Job responsibilities
For full details about this varied and rewarding role, please see attached job description.We look forward to your application.Please be aware that we reserve the right to close this vacancy early if we receive a suitable number of applications.
Person Specification
Qualifications
- Educated to Master's level degree in Digital health / informatics or equivalent specialist knowledge gained through experience
- Continuing professional development relevant to digital management / operational service improvement
Knowledge / Experience
- Experience of managing a complex contact centre
- Experience configuring / optimising IVR, chatbot, telephony platforms
- Experience of service ownership, incident management and structured change delivery
- Experience of managing large scale contact centres
- NHS experience
- Experience producing technical documentation
Personal and People Development
- Ability to work autonomously as a subject matter expert, prioritise demand and maintain accuracy under pressure
Communication Skills
- Ability to communicate highly complex information to a wide ranges of audiences
- Strong stakeholder management skills
- Experience of chairing or leading workings groups or supplier review meetings
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Mid and South Essex NHS Foundation Trust
Address
The Basildon Centre
St Martin's Square,
Basildon
SS14 1DL
United Kingdom
Employer's website
https://www.mse.nhs.uk