Job Description

The Attendance Team has been set up to undertake first day absence call-backs on behalf of managers and booking of Covid 19 staff testing. This role is to:

• Be the liaison point between the Attendance team, Testing team, Employee Health & Wellbeing, senior management and other parties

• Oversee on a day to day basis the Attendance Team

• Lead the Attendance Team and deal with on-going queries, issues and problems throughout the day

• Manage and organise the bank staff to deliver the service effectively

• Provide appropriate support to the team e.g. regular communication (daily huddle), de-briefs following difficult calls, training and coaching team members

• Be responsible for the delivery of all data requirements nationally and internally

• Continually assess information, checking and challenging to ensure accuracy and improve the service

• Be responsible for ensuring the SOPs and call scripts are accurate and reflect up to date Government, Trust and IPC requirements

• Analyse the absence and call data to identify issues and trends for action or to change practice

• Work with EHW to develop the enhanced service for staff identified as requiring additional support

Required Knowledge, Skills, and Abilities

Operational experience of managing a team that responds to a constantly changing environment Ability to communicate and engage with multiple stakeholders, (mainly virtually) Ability to communicate effectively with service users (who may be worried or distressed) An enquiring mind Experience in analysing and using data to improve service or to take action