Telephony Support Manager - #721928

As a Telephony Support Manager, the post holder will work as part a dynamic team delivering one of a number of high profile work-streams within the Urgent and Emergency Care Programme.

This role required someone with telephony engineering skills. You must have extensive knowledge of contact centre technologies and have a knowledge of CICSO ICM based routing products and the underlying carrier architecture.

The NHS 111 telephony platform, which underpins the NHS 111 service by delivering 111 calls to the correct provider and making the 111 number free to the caller, was awarded in November 2021. Work is now progressing to implement this new contract, which includes 119 and the National Pandemic Flu Service.

The post holder will be responsible for all aspects of project and service management ensuring any projects and business as usual services are delivered in accordance with best practice guidelines and continuity of current service is maintained

The Post Holder Will Be Expected To

• Maintain Accurate and Effective Telephony Call Routing Plans for NHS111 & 119 and other system configurations
• Provide NHS111 & 119 Telephony Reporting
• Undertake NHS111 Clinical Governance Support - Ensuring call trace requests from providers and other agencies are completed and returned in a timely manner
• Provide support for Major Incident Management
• Lead on the Change Management
• Everyday management of the national element of the NHS 111 and 119 telephony service inc Supplier Management
• Provide Cisco WebEx Homeworker Solution Support
• Provide NHS 111 British Sign Language (BSL) Service Support
• Manage the IUC NHS 111 Dashboard
• Undertake performance management of telephony suppliers
• Production of reports detailing calls to the 111 and 119 number and their distribution
• Support the local re-commissioning of 111 services by ICB consortia
• Supporting the introduction of other UK countries and the National Pandemic Flu Service onto the 111 platform
  
  

Participating in 24/7 on-call arrangements

In April 2023, NHS England, NHS Digital, and Health Education England merged to create a new, single organisation to lead the NHS in England. This new NHS England is designed to create a simpler, smaller, high performing, organisation that leads the NHS more effectively and is a better place to work. Speaking with one voice to the service.

The New NHS England Board Have Set Out The Top-level Purpose For The New Organisation To Lead The NHS In England To Deliver High-quality Services For All, Which Will Inform The Detailed Design Work And We Will Achieve This Purpose By

• Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
• Making the NHS a great place to work, where our people can make a difference and achieve their potential.
• Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
• Optimising the use of digital technology, research, and innovation
• Delivering value for money.
  
  

If you would like to know more or require further information, please visit https://www.england.nhs.uk/ .

Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.

For further details / informal visits contact: Name: Michelle Young Job title: Senior IUC Infrastructure Manager Email address: [email protected]