Operations Supervisor | Guy's and St Thomas' NHS Foundation Trust

www.findapprenticeship.service.gov.uk - Jobboard; London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A healthcare services provider in London is seeking an Operations Supervisor to manage their call centre and switchboard. The ideal candidate will have extensive leadership experience, a calm demeanor, and a strong customer service focus. This role involves overseeing operations, supporting team leaders, and ensuring high-quality customer interaction. You’ll have a chance to contribute to patient care and staff growth while working in a dynamic environment.

Qualifications

• Proven experience in a contact centre or operational setting.
• Experience managing large multi-disciplinary teams.
• Adequate IT skills including telephony systems.

Responsibilities

• Manage day-to-day operations of call centre and switchboard.
• Support Team Leaders in complaints resolution.
• Ensure adherence to Key Performance indicators.

Skills

Team leadership experience

Communication skills

Problem-solving skills

Customer service orientation

Education

Degree or equivalent experience

Management qualification

NVQ in Customer Service

Tools

Telephony systems

Microsoft Office (Outlook, Excel, Word)

Job description

Do you lead, communicate, and stay calm under pressure? If so, this may be your chance. We are looking for a driven Operations Supervisor to manage our call centre and switchboard services. This fast-paced environment values every call and has no boring days.

This crucial duty involves:
• Monitor and assist Team Leaders and front-line staff to answer calls in a swift and professional manner
• Promote excellent customer service to our patients, staff and visitors
• Manager service performance, staff rotas and complaint resolution
• Promote staff growth and well-being
• Be a key incident response contact and assist with major incident coordination
• Motivate, coach and mentor your team

You will need:
• Proven team leadership experience, preferably in a contact centre / switchboard or operational setting
• A calm, solution-focused mindset, patient-first approach, and excellent leadership qualities
• Collaboration, constant progress, and professionalism will be valued by your supporting management team. You'll get development opportunities, Trust-wide projects, and the ability to make a difference.



As an Operations Supervisor you will provide an effective and efficient service to the Trust by ensuring all calls are answered in a prompt, polite and efficient manner. Supervising all staff in the performance of their duties and ensuring that they are fully trained. Dealing with patient and staff requests and complaints.

The primary objective is to provide:
• A positive experience for each patient and external contact – every call matters.
• Professional and high quality customer service to every caller.
• Effective and timely resolution of all queries received
• Support to patients and external clients, ensuring that they are welcomed to the Trust.
• To support the Trust in providing quality care to its patients

As the Operations Supervisor you will lead a team of operational Team Leaders and ensure appropriate operational support is provided to facilitate a high level of service delivery. You will have the operational capability and service knowledge to work alongside your colleagues. You will have leadership and management skills to support Team Leaders and the senior management team.

You will initially be allocated an area of the department (either call centres or switchboard) but will be expected to rotate through the department on a rolling rota once trained to do so. You will participate in a management rota that will include working days, evenings, weekends and public holidays, unless otherwise agreed.

Essentia Group
- part of Guy’s and St Thomas’ NHS Foundation Trust, responsible for non-clinical healthcare services.

Essentia Vision
‘To be the Estates, Facilities and Capital Management service provider of
choice, ensuring the safety of patients, visitors and staff across all the health settings we support, each and every day.’

Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.
• CARING – We will put patients first
• AMBITIOUS – We innovate and strive for excellence
• INCLUSIVE – We respect each other and work collaboratively


Department Information
The Customer Services department is part of Essentia, responsible for providing excellent telephony service to our customers. We have contact with Patients, staff, the public as a busy Switchboard & Call Centre we handle in excess of 160,000 calls a month. We also outsource our services providing call answering and message handling services.
We have many years of telephony experience with a skilled and dedicated team working to improve the patient experience. All staff within Customer Services will provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to our
patients, staff and other stakeholders. We are also responsible for all the call centres within the Trust and assist them with any technical or customer service related issues.







Duties and Responsibilities

Operational and Technical Duties

· Support Team Leaders in the resolution of service user complaints

· Ensure the day to day supervision of the Team Leaders, including work allocation and the monitoring of the service provision

· Support Team Leaders with any service requests

· Monitor service performance ensuring adherence to Key Performance indicators; escalating any identified issues to senior managers.

· To supervise and assist the Team Leaders and call Centre Operators and in the first instance deal with any requests or complaints.

· Ensure effective rota management by reviewing and implementing advanced rotas to facilitate service delivery; including dealing with planned and emergency annual leave requests.

Staff Management

· Manager HR transactions in relation to absences and staff welfare; providing coaching and mentoring support to team leaders as required.

· Conduct Personal Development Reviews with immediate reports.

· Participate in disciplinary and/or capability meeting

· Provide full Line Management support to Team Leaders and offer wider support to front line staff

Other

· Investigate complaints and report findings along with recommendations for improvements to Senior managers

· Support the quality team to implement training plans within a pre-determined framework supporting staff to be competent to carry out their duties.

· Manage and report technology and equipment faults; escalating to senior managers when necessary and manage any technical issues when on site.

· Assist with recruitment and selection of new staff.

· Deliver department team briefings to staffing groups

· To pass information accurately to the Senior Supervisor/Manager.

· To ensure Health & Safety at work procedures are observed.

· To assist the Manager with daily office duties as & when required.

· Be operationally capable to support operators/call assessors as & when necessary.

· Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff; being able to run bleep log reports as required.

· Responsible for ensuring ALL contact details of Trust staff are kept up to date.

· To oversee a Major Incident in the absence of the Senior Supervisor/Telecoms Manager, giving staff clear direction and instructions.

Incident Management

· Assume the operational commander role in a major incident scenario ensuring all appropriate actions are taken in line with agreed processes; providing staff with clear leadership.

· This job description is an outline of the general areas of activity for this post and will be amended in light of the changing needs of the organisation. Any amendment or review will be in conjunction with the post holder.

· You may be required to work on any location owned or served by the Trust, either on a temporary or ongoing basis, according to operational requirements and the performance of your duties.

PERSON SPECIFICATION

Qualifications/ Education
• Ideally degree qualified or equivalent experience.
• Management qualification
• NVQ Customer Service

Previous Experience
• Experience of using internal and external bleep systems
• Proven and In Depth technical experience of Supervising a Call Centre/ large switchboard
• Proven experience of managing large multi-disciplinary teams
• Experience in developing service based operational standards and procedures associated with the use of a service desk tool.
• Experiencing with working in a telephony environment, preferably within NHS

Skills / Knowledge / Ability
• Able to communicate clearly and effectively with all cultures.
• Able to work as part of a team
• Able to remain calm and efficient in an emergency
• Leadership Skills
• A genuine interest in the provision of a quality customer service function
• Able to use own initiative
• Able to empathise with callers
• Able to work independently and take responsibility for day to day workload.
• Able to communicate effectively in writing and to deal with confidential information appropriately
• Able to work flexibly including overtime, sometimes at short notice to ensure the switchboard is operated at all times
• Able to develop a team spirit and motivate staff
• Need to have IT skills including: Outlook, Excel and Word
• Able to absorb information quickly
• Awareness of equal opportunities and diversity to translate these Trust commitments into practise

Additional Information

· Participate in management rota to include evening and weekend working

· Able to work at any of the Trust sites or any sites the Trust serves

Duties and Responsibilities

Operational and Technical Duties

· Support Team Leaders in the resolution of service user complaints

· Ensure the day to day supervision of the Team Leaders, including work allocation and the monitoring of the service provision

· Support Team Leaders with any service requests

· Monitor service performance ensuring adherence to Key Performance indicators; escalating any identified issues to senior managers.

· To supervise and assist the Team Leaders and call Centre Operators and in the first instance deal with any requests or complaints.

· Ensure effective rota management by reviewing and implementing advanced rotas to facilitate service delivery; including dealing with planned and emergency annual leave requests.



Staff Management

· Manager HR transactions in relation to absences and staff welfare; providing coaching and mentoring support to team leaders as required.

· Conduct Personal Development Reviews with immediate reports.

· Participate in disciplinary and/or capability meeting

· Provide full Line Management support to Team Leaders and offer wider support to front line staff

Other

· Investigate complaints and report findings along with recommendations for improvements to Senior managers

· Support the quality team to implement training plans within a pre-determined framework supporting staff to be competent to carry out their duties.

· Manage and report technology and equipment faults; escalating to senior managers when necessary and manage any technical issues when on site.

· Assist with recruitment and selection of new staff.

· Deliver department team briefings to staffing groups

· To pass information accurately to the Senior Supervisor/Manager.

· To ensure Health & Safety at work procedures are observed.

· To assist the Manager with daily office duties as & when required.

· Be operationally capable to support operators/call assessors as & when necessary.

· Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff; being able to run bleep log reports as required.

· Responsible for ensuring ALL contact details of Trust staff are kept up to date.

· To oversee a Major Incident in the absence of the Senior Supervisor/Telecoms Manager, giving staff clear direction and instructions.





Incident Management

· Assume the operational commander role in a major incident scenario ensuring all appropriate actions are taken in line with agreed processes; providing staff with clear leadership.

· This job description is an outline of the general areas of activity for this post and will be amended in light of the changing needs of the organisation. Any amendment or review will be in conjunction with the post holder.



· You may be required to work on any location owned or served by the Trust, either on a temporary or ongoing basis, according to operational requirements and the performance of your duties.



PERSON SPECIFICATION



Qualifications/ Education
• Ideally degree qualified or equivalent experience.
• Management qualification
• NVQ Customer Service

Previous Experience
• Experience of using internal and external bleep systems
• Proven and In Depth technical experience of Supervising a Call Centre/ large switchboard
• Proven experience of managing large multi-disciplinary teams
• Experience in developing service based operational standards and procedures associated with the use of a service desk tool.
• Experiencing with working in a telephony environment, preferably within NHS

Skills / Knowledge / Ability
• Able to communicate clearly and effectively with all cultures.
• Able to work as part of a team
• Able to remain calm and efficient in an emergency
• Leadership Skills
• A genuine interest in the provision of a quality customer service function
• Able to use own initiative
• Able to empathise with callers
• Able to work independently and take responsibility for day to day workload.
• Able to communicate effectively in writing and to deal with confidential information appropriately
• Able to work flexibly including overtime, sometimes at short notice to ensure the switchboard is operated at all times
• Able to develop a team spirit and motivate staff
• Need to have IT skills including: Outlook, Excel and Word
• Able to absorb information quickly
• Awareness of equal opportunities and diversity to translate these Trust commitments into practise

Additional Information

· Participate in management rota to include evening and weekend working

· Able to work at any of the Trust sites or any sites the Trust serves


This advert closes on Wednesday 13 Aug 2025