Package Description: Are you an enthusiastic and resilient individual seeking an opportunity to make a real difference? DHU Healthcare has a rewarding opportunity for you!

Join our team of Operational Shift Lead at the forefront of providing essential support to those in need.

Discover job satisfaction as you begin your rewarding new career journey. Your commitment to supporting the NHS 111 service exemplifies your contribution to maintaining the highest level of delivery we offer daily at DHU.

Your new colleagues comprise a compassionate community of Operational Shift Leads dedicated to supporting the NHS frontline, working collaboratively as a team to achieve collective brilliance.

What DHU can offer you:

From £29, 970

• Training and daytime shifts: £15.32
• Evenings and night shifts: 30% enhancement (Weekdays 20:00-06:00)
• Weekend shifts: 45% enhancement

Generous annual leave entitlement: Standard 25 days + 8 bank holidays, increasing with service up to 33 days + 8 bank holidays.

Employee benefits:
As part of our team at DHU Healthcare, we believe in rewarding you, our colleague, for your hard work and dedication to providing the very best in patient care. As part of our team, you can enjoy a host of benefits to enhance your wellbeing.

Health Cash Plan: We take care of your health and wellbeing with health cash plans provided through Westfield Health. A health cash plan allows you to claim money back, up to set limits, towards the cost of your essential healthcare, as well as providing access to valuable health and wellbeing services.

NHS Pension Scheme: Rest assured knowing your future is secure with our NHS pension scheme. Already an NHS employee? We acknowledge your continuous service and commitment to healthcare excellence allowing you to bring your existing pension pot and holiday allowance with you!

Car Lease Scheme: DHU has teamed up with NHS Fleet Solutions to offer a salary sacrifice scheme for colleagues. As part of our citizenship commitment and active approach to reducing our carbon footprint, we can provide you with lease options on a brand-new hybrid or electric car.

Enhanced Maternity/Paternity Leave: We understand the importance of family, which is why we offer enhanced maternity and paternity leave to support you during this special time in your life, supported by a robust Family Friendly policy.

Referral Programme: Share the benefits of working at DHU with your network and you can earn cash rewards through our Employee Referral Programme.

Birthday Leave Guarantee: Birthday leave isn't compulsory; it's entirely up to you! We can’t always celebrate with you, so whether you choose to take the day off and indulge in a well-deserved break or prefer to work and save your leave for another time, the decision is yours to make!

Free Parking: We know how expensive public parking can be! Most of our sites offer free, secure parking for your vehicles.

What your typical day looks like:

• Receive telephone calls from patients or healthcare professionals, undertake an assessment of the presenting concerns, and complete the call as appropriate using NHS Pathways or other clinical decision support system.
• Ensure that DHU policies and procedures are followed.
• Support the management of complaints and compliments arising whilst on shift.
• Manage all calls in a controlled and professional manner treating patients with empathy, respect and consideration.
• Undertake appropriate health advisor duties as may be required for patient or operational safety within the policies of the Company and any other duties appropriate to the role.
• Participate in the provision of coaching, mentorship, training, supervision and the continuing development of call taking staff.
• Maintain accurate and immediate records of every enquiry, including assessment and any advice to callers.
• Advising other advisors via the non-clinical advice line of next steps to take to ensure safe patient care.

To be a successful Operational Shift Lead you’ll need:

• Expert user of NHS Pathways and Adastra system.
• Accredited NHS Pathways coach (minimum of 6 months experience required).
• To work within and promote the DHU Vision and Values.
• To maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations under the Freedom of Information Act, Information Governance and the Data Protection Act.
• Experience of communication with a variety of people.
• Able to work unsocial hours and flexibility to meet service/rota needs.
• Effective time management – strong organisational skills
• Demonstrable knowledge of how to engage with people and support them to work to high standards.

We understand that digital applications may not be suitable for everyone. If you need to apply in a different way that better meets your needs, please reach out to us, and we will gladly accommodate your application in a format that works for you. For more details about our recruitment process, click here, or contact our team of talent acquisition professionals by emailing: 111hrrecruitmentteam@DHUHealthCare.nhs.uk.

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At DHU HealthCare we pride ourselves on our diverse workforce, and we remain committed to ensuring every person, in each of our teams, can bring their true selves to work without risk or fear of discrimination. As such, we would welcome applications from diverse audience representing the communities we continue to serve.

We proudly embrace forces-friendly practices and dedicate unwavering support to our Veterans/Service Leavers; Reservists; Cadet Force Adult Volunteers and military spouses/partners, fostering a workplace that values their unique skills and contributions.