Meet Our People: Kevin Lowe

In this week’s blog, we are delighted to share insights from Kevin Lowe, a valued member of our NHS 111 Contact Centre Team in Taunton. Kevin, who serves as a Team Leader and Shift Manager, shares with us a bit about his life before HUC, his current responsibilities and why he find his roles with HUC rewarding.

Kevin’s venture with HUC began in November 2022, coinciding with the organisation’s merger with Devon Doctors and our NHS 111 contract in the SouthWest of England. His career before HUC saw him spend numerous years at sea, drawn by a deep-rooted connection to coastal living. “Having spent most of my life by the coast, my interest in working at sea led me to complete various training courses and work on private yachts for nearly 11 years. However, the allure of land brought me back to England,” he says.

Now an integral part of our Taunton Contact Centre, Kevin fulfils roles as a Team Leader and Shift Manager, providing crucial support to our NHS 111 Call Handlers. As a Team Leader, he supports a group of NHS 111 Call Handlers through the positives and negatives to bring out the best in them and for HUC. Simultaneously, as a Shift Manager, Kevin plays a pivotal role in running an effective service to deliver a great patient experience and to deal with any issues that occur during the day.

While Kevin encounters many highs in his role at HUC, certain aspects stand out as particularly enjoyable and rewarding. “I am also a coach, which involves an NHS 111 Call Handlers first call and teaching them how to complete an effective, safe assessment so they are confident in themselves to be independent after their go-lives.  One of the highlights is witnessing someone successfully complete their go-live, which is when they are ready to handle real calls from patients. Seeing them step into their role gives me a sense of appreciation and joy. Also, finding joy in seeing my colleagues evolve and grow is truly fulfilling. I feel satisfied from providing support during both their triumphs and challenges,” he expresses.

Working within HUC, especially in the fast-paced environment of contact centres, can be demanding. Yet, Kevin emphasises that a sense of camaraderie prevails, ensuring no one feels alone.

Having been with HUC for over a year, Kevin recognises the opportunities the organisation offers for those considering a career in healthcare. His advice to potential joiners is practical and encouraging: “Like every job, the initial months won’t be easy. Keep your head down, absorb everything like a sponge, and it will get easier. Don’t hesitate to ask questions; we are a supportive group, and no question is silly. With hard work, doors open for progression within HUC.”

Kevin Lowe’s professional journey demonstrates the diverse paths individuals can take within HUC, fostering growth, support, and a sense of community.