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Customer Contact Centre - Senior Case Manager

NHS AfC: Band 7

Main area
Contact Centre Senior Manager
NHS AfC: Band 7
Full time 37.5 hours per week
Job ref
Quarry House
£33,222 - £43,041 per annum
15/11/2018 23:59

NHS England leads the NHS in England, setting the priorities and direction of the NHS and informing the national debate to improve health and care. We strongly believe in health and high quality care for all, now and for future generations and want everyone to have greater control of their health and wellbeing, and to be supported to live longer, healthier lives by high quality health and care services that are compassionate, inclusive and constantly-improving.

NHS England shares out more than £100 billion in funds and holds organisations to account for their spending. Our work involves the commissioning of health care services in England, and we support local health services that are led by Clinical Commissioning Groups (CCGs). We have devised and are delivering a strategic vision for the NHS, along with our partners in health, called the Five Year Forward View.

If the advertised role is based in London on an Agenda for Change Pay Band, it will attract a High Cost Area supplement. This supplement is not applicable to Executive or Senior Manager or Medical Leader positions. For positions offered on a part time basis, salary and any allowances will be adjusted pro rata.

We will not accept applications for this position by CV or via recruitment agencies.

The NHSBSA is responsible for the processing of your application; a privacy notice is attached to advise you on how we will process your personal data.

An exciting secondment opportunity has arisen to join the Contact Centre Team as a Senior Case Manager. Working as part of a dynamic team, you will help to deliver an exceptional customer service to our customers, and ensure that complaints are handled in effectively and in accordance with our regulations

In particular the post holder will:

  • Support, coach & develop the Case Managers
  • Manage staff to ensure the portfolio of tasks required to achieve NHS Englands compliance with complaint regulations is planned and delivered effectively
  • Develop and lead the Customer Contact Centre, ensuring that it operates to the highest possible standards and meets all statutory and best practice standards
  • Manage, monitor and implement tasks and projects into the contact centre environment
  • Champion the Customer Contact Centre across the organisation, raising awareness of the statutory procedures around complaint handling, and providing training and support where necessary
  • To establish highly effective working relationships with senior colleagues across the organisation
  • Ensure case records are maintained to a high standard, and contribute to improving team performance in the handling of Customer Contact Centre cases, and reviews
  • Reviewing complaint responses and monitoring the progress of complaints
  • Writing complaints for more serious casess


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Further details / informal visits contact

Please contact Phil Atwell, Contact Centre Manager ( or 07730 380072) for further information