Lucie Stevens Email and Phone Number

As a Team Manager for NHS 111 I am responsible for managing a team of 18 direct reports and day to day operations of the contact centre. My key job responsibilities include but are not limited to: Performance & Absence Management within my team Regular one to one meetings & team meetingsHR meetings – investigation & disciplinary hearingsRecruitment – carrying out interviews on a daily basis, assisting with open daysOperational running of the contact centre – reviewing KPI’s and SLA’s on a day to day basis (both within my team and as a whole), complaint handling, escalation point of contact for patients, GP’s, out of hours providers, emergency services and others, continuously reviewing daily reports and forecast and ensuring the appropriate resource is in place to meet our targets and service demands

Line Management responsibility for day to day operation of Reservation Sales, Meeting and Events Desk and Hilton Reservation Sales within the Contact Centre.