Switchboard Manager

NHS; Greater London; On-site; GBP 40,000 - 50,000; Full time

Job summary

A major healthcare provider in Greater London is seeking a Switchboard Manager to oversee the 24/7 switchboard operations. This role requires a minimum of 2 years’ experience in switchboard management and strong leadership in a healthcare setting. You will ensure the efficient running of the switchboard while managing a team to deliver high-quality service to all stakeholders. Candidates should possess excellent communication skills and the ability to resolve operational issues effectively, contributing to enhanced patient and staff communication.

Benefits

Supportive team environment

Opportunities for professional development

Qualifications

• Degree or equivalent experience in switchboard or significant on-the-job experience.
• Minimum 2 years' experience in switchboard management.
• Telecoms service and staff management experience.

Responsibilities

• Manage the 24/7 switchboard function.
• Monitor the efficient operation of the switchboard service.
• Deal with operational problems and implement solutions.
• Assist in managing switchboard service delivery.
• Liaise with internal and external stakeholders.

Skills

Customer focused

Excellent communication skills

Ability to plan and organise activities

Good interpersonal skills

Ability to react quickly to emergencies

Education

Degree or equivalent experience in switchboard

Minimum 2 years' experience

Telecoms service and staff management experience

Experience in leadership and management

Tools

Microsoft server and desktop applications

Job description

Job Summary

Working within and in support of the Estates & Facilities Directorate, the postholder will be responsible for maintaining effective relationships with contractors and internal stakeholders, overseeing performance against contractual standards, identifying areas for improvement, and ensuring that all facilities management activities contribute to a safe, efficient, and sustainable estate. You will be responsible for the efficient running of the Switchboard team, providing management and support to a friendly team of switchboard operators and ensuring the team provides a high‑quality service to our patients, visitors and staff.

Main Duties of the Job

You should be a highly motivated team player with operational knowledge of switchboard services within an acute hospital setting and experience of managing teams. Troubleshooting issues and implementing changes with suppliers will be something you are keen to be a part of, and working with all levels of staff to ensure telecoms systems are developed appropriately to support the activity of the services will be paramount in your thinking.

The Switchboard Manager will manage the 24/7 switchboard function with line management of associated staff.

The Switchboard Manager will provide support, advice and liaise with internal and external telephone user groups on day‑to‑day matters to ensure the smooth operation of telephone services.

This position is essential for providing operational support across the organization. The role ensures that daily processes run smoothly, assists in resolving operational issues, and contributes to maintaining efficient workflows.

The post holder will be required to develop relationships with, but not limited to:

• Internal relationships with colleagues with Estates & Facilities Directorate
• Clinical Colleagues and other stakeholders
• External organisations

This job profile is intended to provide an outline of the duties and responsibilities of this post and may change from time to time by agreement of the Manager and the post holder.

Responsibilities

1. To proficiently operate the computer based switchboard covering the full range of operator duties.
2. Monitor the efficient operation of the switchboard service, collating monthly performance data for quality and auditing purposes.
3. The post holder must deal with any problems that arise, considering the options and consequences, then deciding on the appropriate course of action to take and implementing it.
4. To provide suggestions and changes for the department on the above protocols and procedures that are used within the switchboard department.
5. Assist the Facilities Support Manager in managing the switchboard service to deliver a high‑quality and cost‑effective service that is responsive to the needs of the Trust in line with agreed Trust Policies and Procedures.
6. Liaise with departmental staff (including contracted staff) on‑site e.g.; on a regular basis reporting and supporting information around the switchboard services.
7. Attending meetings to discuss switchboard services with key stakeholders.
8. To review and manage all complaints received within the department, take responsibility for analysing to identify trends and ensuring effective processes are in place to implement any resulting change as required.
9. To assist the Facilities Support Manager in the implementation of business continuity plans to ensure safe and effective service delivery.
10. To work as part of a team including taking some share of covering at short notice/bank holidays/weekends/nights.
11. To be prepared and willing to be called in at very short notice, in the event of major incident; participate in switchboard on‑call rota, providing support / cover as required; undertake such duties as may be identified or delegated by the Facilities Support Manager (operational) or the Facilities Support Manager (Contracts) for Non‑Clinical Support Services from time to time following consultation with the post holder.
12. To assist the Facilities Support Manager and communicate on matters concerning all aspects of the switchboard service.
13. To manage all day‑to‑day aspects of the Switchboard, using initiative and discretion to forward plan and improve the quality and efficiency of the service. To manage staff providing the services. This includes carrying out: Recruitment and Retention; Induction; Appraisals and developing staff PDPs supported by senior H.R. advisors; Disciplinary and Grievance Hearings; Staff training; Performance and Conduct reviews; Sickness Absence reviews; Attendance monitoring and addressing identified problems, in line with Trust procedures.
14. To produce and manage a complex staff rota for the switchboard team, ensuring there is cover 24/7 throughout the whole year. Ensure annual leave is co‑ordinated in the interests of the service and cover provided.
15. To create and motivate a team of Switchboard Team Leaders and Operators, ensuring staff have the necessary skills and technical abilities required to provide and excellent customer focused service.
16. To ensure effective communication systems exist within the team, including ensuring there are regular team meetings and one‑to‑ones.
17. To assess the impact of changes, both to the type of work and activity levels, on staffing and review staff skills and numbers accordingly.
18. Support the Facilities Management team with all departmental administrative workstreams as required.
19. Maintain, manage and arrange where required the Facilities Management Team diaries to ensure sensible planning of commitments and assist in prioritising workload in relation to the current and anticipated workload.
20. Co‑ordinate, attend and minute internal and external both sub‑group and committee meetings as required. Create, format, prepare and distribute any correspondence, reports, committee papers, Board papers and presentations for and on behalf of the Directorate.
21. Assist with raising purchase orders and processing invoices, in line with the procurement processes and procedures in place.
22. Supporting tasks associated with the recruitment and selection of new staff: advertisement, inviting candidates for interview, liaising with recruitment, and assisting with induction.
23. Play an active role in driving customer service with an emphasis on service improvement and process.
24. Manage and liaise with all key senior stakeholders within the operational delivery process, including but not limited to bed meetings, discharge planners, CSM, Lead nurses, senior nurses and Chief Nurses.
25. Regular liaison with a broad spectrum of multi‑disciplined and senior internal and external stakeholders on behalf of Facilities.
26. Liaise with external contractors, as required.
27. Undertake any ad‑hoc projects under the supervision of the Facilities Contracts Manager and Head of Facilities, obtaining and analysing information from both internal and external sources.
28. To participate and lead ad‑hoc projects as required for the Directorate.
29. Assist Facilities Management with compiling and submitting of ERIC & PAM reports.
30. Supporting management with actively seeking to demonstrate quality by developing systems and standards across the Dept.
31. Monitor contract and SLA financial positions as requested by the Senior Facilities Management team.
32. To assist in the identification and delivery of cost improvement schemes.
33. Responsible for a departmental/designated budget.
34. Support with financial duties such as procuring quotes, raising purchase orders/requisitions, processing waivers and invoices and liaising, when necessary, with both internal finance and accounts payable departments.
35. To undertake any other duties which is deemed appropriate to the band when requested.
36. Line management for the contract monitoring team.
37. Lead all aspects of staff management, including recruitment, induction, appraisals/PDPs, training, performance reviews, absence management, and disciplinary/grievance processes.
38. Produce and manage a rota to ensure service coverage, balancing leave and operational needs.
39. Motivate and support team, ensuring skills, technical ability, and customer service standards are maintained.
40. Facilitate effective communication through team meetings, one‑to‑ones, and feedback.
41. To facilitate the personal and professional development of staff. This involves identifying training and development needs, providing suitable development opportunities and evaluating development actions in accordance with the Trusts appraisal and training procedures.
42. To monitor the level and standard of work undertaken by your staff and to guide, coach and advise them as appropriate. Provide briefing prior to and debriefing after all training and development activities.
43. The post holder will, in the course of normal duty, be required to make recommendations on areas of non‑compliance with the Trusts Health and Safety policies and procedures or compliance with Health and Safety legislation and guidance. These judgements will involve the analysis of situations set against set criteria of Trust Policy or Regulations and may be discussed with a senior member of the Health and Safety Team before progressing with managers and their staff.
44. The post holder will work under regular supervision and within set boundaries, whilst having the freedom to balance and prioritise their workload.

Person Specification – Education & Qualifications

Essential

• Degree or equivalent experience in switchboard or significant on‑the‑job experience and on‑the‑job training to post‑graduate level or equivalent experience.
• Minimum 2 years' experience.
• Telecoms service and staff management experience.
• Experience in leadership and management.

Desirable

• Customer Services qualification.
• Project management qualification.

Skills & Abilities – Essential

• Customer focused and proactive – able to put the customer at the heart of everything you do.
• Excellent communication skills and able to liaise effectively with staff at all levels.
• Able to record complex technical details accurately and able to document technical procedures.
• Good interpersonal skills and able to interact with a range of people including non‑technical users, managers, suppliers, contractors, facilities management and medical staff.
• Able to plan and organise a number of activities and continually reprioritise to meet changing deadlines and in response to unforeseen problems or events.
• Able to remain calm, polite, tactful and persuasive when problems occur.
• Excellent standards of administration and record keeping.
• Ability to plan and complete small‑scale projects.
• Proven ability to analyse, assimilate, investigate and resolve complex queries where the outcome is not otherwise obvious or specified.
• Ability to plan tasks and activities, tracking progress and monitoring for change requirements.
• Able to react quickly to emergencies.

Skills & Abilities – Desirable

• Experience in developing service opportunities through business planning, monitoring, and leading the implementation of successful change.
• Proven ability to manage technical changes within a controlled environment.
• Ability to plan training programmes and to teach/demonstrate to a wide audience.
• Good problem solving and negotiating skills.

Knowledge & Experience – Essential

• Microsoft server and desktop applications.

Knowledge & Experience – Desirable

• Experience working in a complex, large and high‑pressure IT support environment.
• Working within multidisciplinary teams.
• Working with communication systems and information networks.
• IT Systems management.
• Knowledge of data quality and how it impacts on back‑end reporting.
• Demonstrative technical experience in software applications.
• Knowledge of revenue expenditure, budgets, and capital, including forecasting trends.
• Experience or Knowledge in setting budgets such as to meet the requirements of the role with any reasonable adjustments.

Personal Qualities – Essential

• Effective communicator.
• Ability to work as part of a team.
• Customer focused.
• Effective Leader.
• Driver of quality standards.
• Preparedness to change and lead change.
• Desire to succeed.
• Ability to function well under pressure.
• Strong level of ambition and enthusiasm.
• Effective team leader and player.
• Willing to learn and develop new skills.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer Details

Whittington Hospital NHS Trust

Whittington Health NHS Trust

Magdala Avenue

London

N19 5NF

Employer's Website

https://www.whittington.nhs.uk/ (Opens in a new tab)