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IUC Shift Lead

Band 5

Main area
Integrated Urgent Care
Band 5
37.5 hours per week
Job ref
111 NE Operations
£26,682 - £34,049 p.a inc HCAS
12/12/2018 23:59

London Ambulance Service NHS Trust is the busiest emergency ambulance service in the UK with over 5,000 staff who works across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations. 


We serve more than eight million people who live and work in the London area. Our main role is to respond to emergency 999 calls, getting medical help to patients who have serious or life-threatening injuries or illnesses as quickly as possible.


However, many of our patients have less serious illnesses or injuries, and do not need to be sent an ambulance on blue lights and sirens. Often these patients will receive more appropriate care somewhere other than at hospital and so we provide a range of care to them, recognising that many have complex problems or long-term medical conditions. We also provide clinical assessments over the phone to more callers with less serious illnesses and injuries. 


As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital. 


In everything we do, we are Respectful, Professional, Innovative and Collaborative. 


Respectful - Caring for our Patients and each other with compassion and empathy. Championing quality and diversity. Acting fairly.


Professional - Acting with honesty and integrity. Aspiring to clinical, technical and managerial excellence. Leading by example. Being accountable and outcomes orientated.


Innovative - Thinking creatively. Driving value and sustainable change. Harnessing technology and new ways of working. Taking courageous decisions.


Collaborative: Listening and learning from each other. Working with partners. Being open and transparent. Building trust.


Integrated Urgent Care Shift Lead

Based in Integrated Urgent Care Service, Barking

This role is an excellent opportunity to demonstrate and further develop your already grounded leadership skills.


Our Operations Supervisors play a vital role in our commitment to achieve high standards of patient care. We are therefore looking for an experienced supervisor with a passion for excellence and outstanding problem-solving skills to work within our fast-paced call centre. This role will require you to undertake shift work covering a 24/7 rota including weekends, bank holiday and night working. Your personal values should seamlessly align with the LAS values; being respectful, professional, innovative and collaborative.


You will possess a wealth of knowledge as you will provide direct supervision and support to all front line staff with various skill sets, ensuring that their queries are resolved and the service is running smoothly.


You will be responsible for ensuring that Key Performance Indicators are met in real time and following escalation procedures as and when required. You will also be responsible of producing reports during your shifts as well as providing a detailed handover to your colleagues.


To be successful in this role, you must not only have call centre supervision experience, but you must be able to work well under pressure, possess excellent interpersonal skills and be able to effectively and professionally deal with difficult situations and people. You must also naturally possess the ability to remain calm under pressure and be a decisive thinker.


You should have excellent Microsoft Office Skills or equivalent software.


Advert closing date - 12th December 2018


Applicants must able to work a shift rota which covers days, nights, weekends and bank holidays.

No smoking policyStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Committed to disability confident

Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

To print a document or save it to your computer, please click with your right mouse button on the document title and select "Save Target As...". You can then save the document in a suitable place on your computer ready to print it out. Clicking with the left mouse button will open the document in a new window (if your web browser can do so).

Apply online now

Further details / informal visits contact

Maira Qureshi - IUC Service Manager

Email -

If you have problems applying, contact

0203 069 0520