25 May 2018

We welcome Anita to head up new Contact Centre

Newcross has announced of the creation of an impressive new contact centre at the heart of its Bristol hub. The new facility will provide additional support employees and clients. We met up with the lady tasked with running the show…

It’s fair to say that UK health and social care is going through an unprecedented period of change. Changes in the funding and provision of care, increasingly complex needs of service users and a shortage of qualified staff all present challenges for healthcare professionals.

Eager to maintain standards and ensure that our growth continues, Newcross has created a new resource that combines Recruitment and Support services in a single, integrated contact centre.

The new team will be at the frontline of recruiting nurses, healthcare assistants and support workers. They’ll also help our 63 branches to co-ordinate bookings for thousands of shifts every week in a range of care environments including hospitals, care homes, hospices and clinics. Operating 24 hours a day and throughout the year, the Newcross Contact Centre is believed to be the first of its kind in the UK healthcare sector.  

After a lengthy selection process, operations expert, Anita Yandell-Jones has been drafted in to lead this busy new department as Head of Contact Centre. Prior to joining Newcross she rose through the ranks of the international insurance giant DAS Group, culminating in a two-year tenure as Head of Insurance Operations.  Anita has an extraordinary CV spanning telecommunications, media and finance sectors but she started her career as a registered Nurse. 

Since her time in uniform, Anita has worked in a number of communications and operations roles, leading the development and management of customer contact teams and winning awards for innovation.

I really enjoyed my time as a nurse and think having personal experience of providing care will be invaluable. The high clinical standards of Newcross are really evident. It’s a brand that instils peace-of-mind for staff and service users.” said Anita.

The Newcross Contact Centre is based in the top floor of Colston Tower, overlooking the centre of Bristol and will comprise specially trained staff helping job applicants, current healthcare staff and clients.

One of our biggest challenges is continuing to improve efficiency,” explained Anita. “Our rate of growth is such that we need to make selecting and hiring great people quicker and easier. We also need to develop innovative ways of matching the experience and expertise of staff with client needs.”

Off duty, Anita is also very active, enjoying surfing, gardening and dancing and even finds time to serve as a school governor. 

Anita

In her new role, Anita will report to Director of Operations, Geoff White. Geoff welcomed her to the team and set out Newcross’s ambitions for continued growth. “Our new national Contact Centre is central to our expansion programme and will allow us to get even closer to the people we work with via our 24/7 hotline and new technologies such as our HealthForceGo® app. Anita brings a wealth of experience in change management, coaching and planning to this pivotal role and I know she’ll be a real asset to the organisation.”

 Stephen Pattrick, CEO and Co-founder added; “We’ll be using a mix of data, technology and ongoing training to take our contact strategy up a gear. But despite the relentless innovation and change, the founding principles that Newcross is built upon on remain the same. Outstanding care demands trust, empathy and expertise and we have this in abundance with our wonderful employees. Smart systems and processes are nothing without dedicated professionals who love what they do.”