Deputy Call Centre Manager

Liverpool University Hospitals NHS Foundation Trust; Liverpool; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Liverpool is seeking a dedicated professional to manage their telephone system operations. This diverse role requires flexible staffing availability to cover a 24/7 service and includes supervising switchboard and helpdesk functions. Ideal candidates will possess an NVQ 3 in Customer Care, have experience in an NHS environment, and demonstrate excellent organisational and communication skills. The position supports a large team of operators dedicated to exceptional service across multiple hospitals.

Qualifications

• NVQ 3 or equivalent qualification in Customer Care.
• Experience in an NHS Trust and knowledge of telecommunications.
• Experience managing staff in a communications area.

Responsibilities

• Manage day‑to‑day operation of the Trust’s telephone system.
• Assist with implementation of new systems and upgrades.
• Provide operational cover for switchboard and Helpdesk.

Skills

Customer Care

Telecommunications knowledge

Organisational skills

Communication skills

Computer skills

Education

NVQ 3 or equivalent

Tools

Microsoft Word

Excel

Job description

Role Overview

You will work closely with the Deputy Switchboard Manager and Business Services Manager to ensure a high‑quality efficient switchboard service. The position has no fixed shift pattern and requires a fully flexible working approach to cover the 24/7 service, core hours, evenings, nights, bank holidays and weekends. It is based at Royal Liverpool Hospital and supports the Switchboard Services Manager and day‑shift Deputy Switchboard Manager. Your team will consist of 42 operators across 365 days and will handle call handling for the Walton Centre, Clatterbridge Centre, Royal Liverpool, Aintree and Broadgreen Hospitals. When trained you will also support the 8888 Helpdesk and cover both switchboard and helpdesk management.

Key responsibilities

• Manage day‑to‑day operation of the Trust’s telephone system.
• Assist with the implementation of new systems and upgrades of existing equipment.
• Provide operational cover for switchboard and 8888 Helpdesk and support of Business Services as required.
• Act as Systems Administrator, interrogating call‑management and paging systems and producing reports.
• Update the operator directory daily and monitor usage of the Contact Portal speech recognition.
• Log on details for agents using the Trust’s contact centre, 59R appointments system.
• Interrogate the system for statistics of call volumes and performance.
• Apply moves and changes to the Trust’s telephone system.
• Maintain examination of performance and suggest amendments to processes raising service levels.
• Monitor and attend meetings in the absence of the manager when required.

Qualifications

• NVQ 3 or equivalent qualification in Customer Care.
• Demonstrable experience working in an acute NHS Trust and knowledge/experience of telecommunications.
• Experience of recruitment and management of staff within a communications work area.
• Knowledge/experience of IP Telephony.
• Excellent organisational skills, communication skills and computer skills – databases, Microsoft Word, Excel.
• Self‑motivated, flexible, reliable and able to motivate others to achieve results.
• Able to use own initiative and work effectively under pressure.

Employer

University Hospitals of Liverpool Group comprises Aintree University Hospital, Broadgreen Hospital, Royal Liverpool University Hospital and Liverpool Women’s Hospital.