Switchboard Supervisor (Quality and Training) - Digital Contact Centre

NHS Ayrshire & Arran; See; On-site; EUR 33,000 - 42,000; Full time

Benefits offered by this job

NHS Pension Scheme

Cycle to Work Scheme

Study bursaries

Learning and development opportunities

Enhanced pay for public holidays

NHS discounts

Counselling and support

Job summary

NHS Greater Glasgow and Clyde (NHSGGC) seeks two Switchboard Supervisors to lead the Digital Contact Centre, ensuring a safe, professional and compassionate caller experience while driving training and continuous improvement. The roles emphasise coaching, performance monitoring and knowledge management to sustain highest standards of service.

The post involves supervising staff, designing induction and ongoing training, and using data to improve patient and staff experience in a busy NHS setting.

Qualifications

• Significant experience in a busy call-handling environment with supervisory responsibility.
• Experience in quality monitoring/assurance and supporting performance improvement.
• Experience designing and delivering training, coaching and competency support.
• Strong communication skills under pressure, calm, professional and compassionate.
• Knowledge of policies, confidentiality and information governance in public services.
• Proficient with IT reporting, record keeping and performance monitoring (spreadsheets, call/telephony systems).
• Ability to manage workload, priorities, and make sound operational decisions.
• Experience supporting change, new systems or service redesign.

Responsibilities

• Supervise daily switchboard operations and provide real-time support.
• Coordinate rotas, break management and staffing levels to maintain safe cover and meet service demand.
• Coach staff to ensure consistent call handling and prioritisation.
• Manage incidents and communicate with stakeholders.
• Lead call quality monitoring and action planning.
• Maintain SOPs, call scripts and knowledge resources.
• Analyse performance data to identify trends and improvements.
• Design and deliver induction and ongoing training.
• Create coaching plans and development pathways.
• Maintain training records and sign-off, ensuring compliance.
• Support introduction of new processes and systems through effective training.

Skills

Supervisory experience

Quality monitoring

Training design

Call centre

Change management

Communication

Information governance

IT systems

Tools

Spreadsheets

Telephony systems

Knowledge bases

Job description

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included.

The Role

Digital Services are seeking to recruit x2 experienced and motivated Switchboard Supervisors (Quality & Training) to lead day-to-day Switchboard operations while driving service quality, learning and continuous improvement across our Digital Contact Centre within NHSGGC. This role is key in ensuring callers to NHSGGC receive a safe, professional and compassionate service, and that our Switchboard Operators are supported with the right training, coaching and standards to deliver consistently excellent customer experience.

• Lead switchboard supervision, staffing and real-time operational support
• Own quality monitoring, call standards, feedback and performance improvement
• Design & deliver induction, refresher and development training programmes
• Use data to identify trends, improve processes and enhance patient/staff experience

About The Service

The Digital Contact Centre provides a vital access and communications function, connecting patients, the public and staff to the right services quickly and safely. Our Switchboard function supports a wide range of calls and enquiries, working to agreed standards, policies and escalation pathways. This post supports operational resilience and ensures our Switchboard Operators have the skills, knowledge and confidence to deliver the highest standards of service.

All other roles will be assessed for sponsorship eligibility in line with current Home Office requirements. NHS Greater Glasgow and Clyde (NHSGGC) can only issue a Certificate of Sponsorship (CoS) where these are met.

Duration, Location, and Working Pattern

• Location based in NHSGGC Digital Contact Centre, Hillington, Glasgow
• Full-time position (36 hours per week)
• Permanent Contract
• Shift pattern for this post - The role requires flexibility to meet service requirements, which may include shift patterns aligned to Digital Contact Centre operating hours.

Key Responsibilities

• Supervise daily switchboard operations, providing real-time support, problem solving and escalation management
• Coordinate rotas, break management and staffing levels to maintain safe cover and meet service demand
• Support and coach staff to ensure consistent call handling, accurate signposting and appropriate prioritisation
• Manage incidents and service pressures, maintaining clear communication with stakeholders and senior colleagues.
• Lead call quality monitoring and assurance activities, including sampling, scoring, feedback and action planning
• Maintain and evolve standard operating procedures, call scripts and knowledge resources to support safe, consistent practice
• Analyse performance and quality data (e.g., demand, handling times, transfers, abandoned calls, complaints/compliments) to identify trends and improvement opportunities
• Design, deliver and maintain induction and ongoing training for switchboard staff, aligned to service standards and policies.
• Create coaching plans and development pathways to support capability, confidence and role progression.
• Maintain training records and competency sign-off, ensuring staff remain compliant with mandatory and role-specific learning.
• Support the introduction of new processes, systems or services through effective change training and communications.

Knowledge, training, qualifications and/or experience required to do the job

• Significant experience in a busy call-handling environment (e.g., Switchboard, Contact Centre, Customer Service Desk) with supervisory responsibility
• Demonstrable experience in quality monitoring/assurance, providing feedback and supporting performance improvement
• Experience designing and/or delivering training, coaching and competency support
• Strong communication skills with the ability to remain calm, professional and compassionate under pressure
• Good working knowledge of policies/procedures, confidentiality and information governance in a public service environment
• Competent in using IT systems for reporting, record keeping and performance monitoring (e.g., spreadsheets, call/telephony systems, knowledge bases).
• Ability to organise workload, manage competing priorities and make sound operational decisions
• Experience supporting change, new system rollouts or service redesign.

What We Offer

We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities.

As an NHS Scotland employee, you will be entitled to:

• A minimum of 27 days annual leave, increasing with length of service, plus public holidays
• Membership of the NHS Pension Scheme, including life insurance benefits
• Salary Sacrifice Car Benefit Scheme
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• NHS discounts on a wide range of goods and services
• Confidential employee support and assistance, including counselling and psychological therapies

NHS Greater Glasgow and Clyde (NHSGGC) recognises the importance of work-life balance and is committed to offering a range of flexible working options where service needs allow. For roles where less than full-time hours can be accommodated, and where the tenure is listed as "various", we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic for discussion during the recruitment process.

NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ.

By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process.