Robert Martin Email and Phone Number
Currently a team leader of the NHS GG&C Contact Centre/Switchboard - involves staff management, completing return to works, chairing performance focused meetings with staff based on SLA's/KPI's, dealing with sickness and absence, staff 1-to-1's, managing annual leave, populating and creating rota's, compiling incident reports and following the correct reporting procedure, dealing with equipment requests, such as pagers, and making sure they are working. Admin work in relation to the storing and updating of NHS GG&C contact details (pager, radiopager, mobile, emails) of staff, clinics, wards, health centres and on-call staff (on Rotawatch - I am an administrator for this, allowing me to give access to those requesting admin access, to build rota template as per requests and to answer/solve any technical issues that occur), ensuring standard operating procedures are up to date and relevant to task, dealing with day to day queries from various roles, departments and areas of the NHS and collating the various paging team tests sent out and updating based on if they responded or not, following up on any pagers that haven't responded. I am classed as a working supervisor meaning that calls are also taken for the contact centre which can vary with every call, some examples are patient enquiries, routine appointment questions, internal transfer between ward to ward or staff to staff, paging issues, faults, alarm calls from the various Glasgow and Clyde hospitals/health centres. As well as this, emergency calls going to 2222 are dealt with where the responsibility is to send out emergency crash page message as soon as possible, detailing what and where for the relevant response team. The admin side of this is to log each call into a spreadsheet and send the update version to the Resuscitation Officers. Major Incidents are also dealt with at the switchboard where if there is multiple casualties/fatalities, we would send out a major incident call that goes to all the relevant on call staff and emergency departments at the various hospitals across the board - as a supervisor we are not only responsible for sending this out but also ensuring all staff are trained and aware of procedure. We test the major incident phone every week.
Nhs Greater Glasgow And Clyde
View- Website:
- nhsggc.org.uk
- Employees:
- 4653
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Team LeaderNhs Greater Glasgow And Clyde May 2022 - PresentHillington Industrial Estate, Scotland, United Kingdom
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RetentionsSitel Group Feb 2022 - Apr 2022RemoteI picked up this role on the Virgin Media campaign after Test and Trace had came to end in order to maintain a constant income. Within this role, it was my responsibility to retain a current Virgin media customer and divert the call to the correct departments. On call, largely sale techniques were used in order to sell the benefits of staying with Virgin Media versus going elsewhere. We would build a package tailored to the customers request/demands and see what we could offer in regards to price. While I appreciate the work put in by colleagues and other members of staff, I realised that this role was not for me. While working here, I was successful in getting an interview with the NHS as a Team Manager with the start date being the 30th of May 2022. I made the decision to take time out from working, handing in my notice with Sitel and leaving on the 30th of April 2022 to take a month to work on myself as per my career break post. -
Team ManagerSitel Group Jul 2021 - Feb 2022RemoteAfter spending a month amongst the training team, I applied for a Coach Admin role (team manager/leader) where I was successful in both receiving the interview and completing the interview. I was then trained on how to be a team manager, how to use the systems and how to manage the team in terms of attendance, performance and morale, all while teaching valuable skills in terms of how to deal with various situations that may occur within a lead role.With the ending of COVID restrictions in England, as was Test and Trace. I applied for another role within the same company and was successful, becoming a Virgin Media Retentions agent with Sitel.
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Customer Service TrainerSitel Group May 2021 - Aug 2021RemoteIn May 2021 I was trained on becoming a trainer in Test and Trace Induction, training new starts to the company on what is expected of them from Sitel, what they should expect from Sitel, the role they will be required to do - both Contact Tracing and Isolation Follow-Up - and training them on the systems we use. Two weeks later I was trained again in becoming a Level 2 Up-skill trainer where we train those already working on the Test and Trace campaign from Level 3 (contact tracing - calling contacts of confirmed cases of COVID-19) to Level 2 (index case tracing - calling confirmed cases of COVID-19 and gathering details ie contacts, health and need for support). When not leading a training session, I will act as support within training, doing admin work such as attendance and lates, take sections of the PowerPoint’s while handling any messages for support in the main chat or private messages. I help solve log in issues/IT issues on day 1 of training to help onboard new starts quicker and so they are all set up and feel/are ready for the training session ahead, as well as any other general questions/queries related to the job, if it’s not something covered in the training material.
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Customer Service RepresentativeSitel Group May 2020 - May 2021RemoteI am currently working on the NHS Test and Trace campaign on behalf of Sitel. I work as a contact tracer in order to help combat the pandemic, where I initially was contacting those identified to be a contact of a confirmed case of COVID-19, recently going through training and then being promoted to Tier 2 where the job role is to phone a case confirmed with COVID-19. In the role I would call the contact and enquire about their current health and wellbeing, then provide them with information regarding self-isolation, the steps they need to take next, support available to them during self-isolation and where to find advice on statutory sick pay. In this role I consistently demonstrate my calming nature throughout every call, reassuring and calming the contact throughout and using my initiative and problem solving abilities to provide answers asked by the contact regarding the information provided and other queries such as test centre details and home test kits. I also collect information on what they did around the time of their illness, who they’ve been in contact with and where they may have been. It is crucial understanding this role completely due to the complex nature of some the cases and what is required from the call handler.
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Door To Door Sales RepresentativeHunter Sales And Co. Feb 2020 - May 2020Glasgow City, Scotland, United KingdomI worked on the Bulb – Gas and Electric campaign with Hunter Sales and Co. In this role I worked as a door to door salesman selling gas and electric on behalf of Bulb. During this role, I travelled across Scotland, going door to door in a pre-defined area selling the product. I learned early on while working here the value of confidence and self-belief had in ensuring a sale which I continued to demonstrate throughout my time at this job - earning promotion criteria before COVID-19 resulted in a reshuffling of the business, going from door to door sales to telesales. When on the field we used tablet devices to provide information regarding the company and provide the customer with a free quote regarding how much they would save if they switched company; if they wanted to switch I would walk them through and complete the process there and then. This also role required good conversational abilities, the need to remain calm and composed and to constantly be actively listening to the customer so that a rapport could be built with them and create a level of trust in a short period of time. Another trait picked up during this role was objection handling, in a different way I had experienced before in my other roles, it taught me valuable lessons in how to steer a conversation while addressing any complaints or concerns of the person I was talking to, learning to turn potential customers into customers. -
Customer Service AdvisorAscensos Sep 2019 - Feb 2020Clydebank, Scotland, United KingdomI worked on the B&Q campaign at Ascensos as a customer service advisor. In this role I provided information regarding orders, products, stores, deliveries and money. I utilised and developed my team work as I had to work with third parties in the form of delivery companies outside of B&Q’s own fleet. I would contact the delivery companies and stores to find out information on delayed orders or undelivered orders. I would work with back office teams to help customers replace or refund missing, damaged or faulty items. In this role I showed initiative to solve problems for customers and ensured that the resolution was to their satisfaction, at all times making sure the information was correct, clear and concise. -
Farm HandGeorge Family Farm Apr 2016 - May 2019Nethy Bridge, Scotland, United KingdomSeasonally, I assist with lambing, dipping, tagging of sheep and general farm duties while acting under instructions of the farmer, and also using my own initiative to resolve any issues that arose while I was working in the fields and around the farm itself. Having enjoyed a successful work experience I then arranged subsequent visits directly with the farmer and was able to participate in a variety of stages in the sheep farming calendar. I have been an integral and valued member of the team every time and have an open invitation to return at any time. As the farm is far away from my home I go up with the seasons changing and stay on the farm while I’m needed. I have established strong friendships through this role and gained countless of valuable - and transferable - abilities, such as learning how to pilot certain farm vehicles (quad bike, buggy and tractor), maintaining morale in the face of hardship, remaining at high levels of concentration regardless the time of day or how long the shift. On multiple occasions my problem solving abilities have been put to the test, further developing them throughout the challenges and things learned through brainstorming with the team I work with. This job has taught me, and continues to teach me, that what you put into a role is what you get back, a trait I have kept with me throughout my various different positions. The role opened up my eyes to a different side of work and is something I plan on continuing to pursue.
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Pizza MakerDomino'S Jan 2017 - Sep 2017Dumbarton, Scotland, United KingdomI worked in Domino’s for 9 months and gained valuable experience in working with others in a fast paced environment as well as developing strong customer service skills. I demonstrated flexibility in terms of role having worked in all positions within the store, including kitchen and make line, serving customers, operating the till and using the phones to engage with the public. I also exhibited flexibility within the role, covering shifts of colleagues who couldn’t make it in for their shift. I was required to provide high standard of customer care and surpass customer experience expectations, getting random visits to ensure everyone in the store was complying to all regulations and matching all expectations. I was considered for management training due to my strong work ethic, teamwork, problem solving, flexibility, and fast learning abilities to gain more knowledge of the role and provide assistance to where or who in the store needed it. I left Domino’s for university and came back and worked for the company in May 2018 to October 2018 - this was my summer holidays from university.
Robert Martin Education Details
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Dumbarton AcademyVaried
Frequently Asked Questions about Robert Martin
What company does Robert Martin work for?
Robert Martin works for Nhs Greater Glasgow And Clyde
What is Robert Martin's role at the current company?
Robert Martin's current role is Team Leader at NHS GG&C.
What schools did Robert Martin attend?
Robert Martin attended Dumbarton Academy.
Who are Robert Martin's colleagues?
Robert Martin's colleagues are Lars Williams, Michelle Wright, Jenny Macdonald, Lisa Thomson, Lynn Hammond Girvan, Ciaran Barclay, Cara Marcuccilli.
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