Shift Leader

FIXED TERM UNTIL JUNE 2027 Post:Shift LeaderReady to apply Before you do, make sure to read all the details pertaining to this job in the description below.Pay:14.21 plus evening/weekend/bank holiday enhancementsHours:33 hours per week over a 4-week rotaBase:Doncaster Urgent Treatment Centre and/or Same Day Health CentreClosing Date: 25th March 2026Welcome to FCMS!We are a dynamic organisation, committed to sustaining our organisational longevity and doing the very best for the people that we serve (both patients and staff). This means not accepting the status quo and questioning whether we can do things differently and better at every opportunity.Main duties of the jobOur Urgent & Emergency Care services in Doncaster continue to grow and this appointment will support Operations in maintaining and developing high quality urgent care services in Doncaster. Working closely with the Yorkshire Place Operations Manager, your role will be the front facing manager of the Emergency care services in Doncaster. You will be the first point of contact for all staff including receptionist, drivers, call handlers and clinical staff including Emergency Care Practitioners and GPs during your shift.About usThe ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services.Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.Come and be a part of our amazing team!We offer NHS PensionCycle to Work SchemeCareer Development OpportunitiesAttendance BonusStaff Benefit SchemeFree Tea & CoffeeEye Care ContributionsJob descriptionJob responsibilitiesDay to Day Duties to include, but not exhaustive:Service Delivery - OperationsMonitor and support the Operational team during both the In Hours period and Out of Hours periodDevelop in depth operational knowledge around running of shifts to enable identification of service delivery needs and support requiredMonitor, co-ordinate and cover staff breaksUnderstand relevant Key Performance Indicators (KPIs) applicable to servicesMonitoring service activity to ensure compliance with KPIs and respond accordingly to ensure the service is meeting demands and KPIsProvide a clear handover at the end of the shift to Operational teams highlighting any area needing immediate action or follow upWork closely with other internal services such as virtual and place based shift leadsProvide a professional and high-quality call management service on behalf of local health care services including district nurses and GP practicesManagement of patients face to face in any of our services and ensure that they are correctly registered using nationally recognised software alongside identifying the appropriate care settingReceiving, recording and processing information accurately utilising nationally recognised software. You may utilise a telephone with headset to facilitate input of data whilst managing a callAdhere to pharmacy protocols and attend relevant training to be able to support cliniciansInitiate Business Continuity Plans (BCPs) and other major incident plans where requiredAct as first line contact for any complaints which you may receive on shift and resolve if possible or escalate where required. To be able to gather essential information quickly and accurately whilst remaining polite and courteousFollow policies and procedures at all times and ensure any revisions as a result of investigations or complaints are adoptedEngage and work with external stakeholders e.g. Yorkshire Ambulance Service and Trust personnel to ensure an integrated approach around patient careAttend regular training and staff meetingsSupport and train any new staff membersAdministrative duties as requiredTo work across a variety of shift patterns from daytime, evenings, overnight, weekends and Bank Holidays 365 days per year, being flexible to provide support cover in the event of holidays and sicknessInformation Systems:Understand all systems relevant to Operations including understanding of data fields and sources. Ensure escalation and resolution of issues affecting the running of services where requiredWork with IT support team and Adastra to improve understandingProtect confidentiality of records transmitted to external stakeholders and operate within the principles of Data Protection and relevant local guidelines (Caldicott Principles)Ensure confidentiality on all matters relating to patients and do not release any information to anyone other than those acting in an official capacityPatient Engagement & Satisfaction:Understand patient satisfaction measures and encourage patients to provide feedback around serviceClinical Governance:Work with the Yorkshire Place Operations Manager, Yorkshire Place Lead and Clinical Lead to ensure compliance with CQC standards and quality standards within commissioned contractsHave knowledge and understanding of all FCMS policies and procedures to ensure compliance across the servicesTraining and SupportParticipate in any relevant training and continuously identify training needs to assist your personal development with your line manager.GENERAL:Be credible at all times whilst upholding our valuesBuild trust with all relevant stakeholders, always acting as an ambassador for the businessOur key expectations are:Self-awareness Living authenticallyAdaptability- Being ready to adjust depending on the situationOpenness What you see is what you getPositivity with a real sense of being able to strive for the impossibleGenerosity of spirit- Everyday should be an opportunity to act with kindnessAbility to have fun Taking the role seriously, whilst being yourselfOur Why:To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.Values:Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:Fun:People rarely succeed unless they are having fun. Happiness is healthy!Awesome:We arent here to be average, were here to be awesome!Humble:Were here to make a difference to the lives of others, NOT to see how important we can becomeBrave:We challenge the norm. We have the courage to get the difficult jobs doneOompf:We have natural oompf! Its infectious!Go-getting:We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivityPerson SpecificationExperienceEssentialExperience of working with IT systems / Ability to train on relevant systemsDesirableLine management experienceUnderstanding and awareness of Information GovernanceExperience and knowledge of safeguardingExperience using Adastra & NHS pathwaysPersonal QualitiesEssentialExcellent verbal and written communication skills, including presentation skillsOperational managementAble to work on own initiative and prioritise workloadAble to manage and prioritise multiple projects and tasksExcellent IT skills and able to use multiple software packagesA genuine interest in people and a positive mind-setAble to deal with diversity & challenge from patientsRemaining calm under pressureAble to manage varying workloadsHigh emotional intelligenceSelf-motivatedAuthenticApproachable with warm personality and good sense of humour!QualificationsEssentialCar DriverDesirableDiploma or equivalent experience at manager level. xjdpvnf Healthcare related qualification5 GCSEs A -C or equivalent including English & MathematicsDisclosure and Barring Service CheckThis 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.

Created: 2026-03-18