Switchboard Manager

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

Job summary

A prominent healthcare organization in Greater London seeks a Switchboard Manager to oversee the 24/7 switchboard function. The successful candidate will manage a team, ensuring high-quality service delivery to patients and stakeholders. They will work on improving operations and relationships within the Estates & Facilities Directorate, contributing to effective communication systems across the organization. Candidates should have a degree and experience in switchboard management, along with excellent leadership and communication skills.

Benefits

Innovative work environment

Commitment to personal and professional development

Qualifications

• Minimum 2 years' experience in switchboard operations.
• Experience in leadership and management of teams.
• Telecom service and staff management experience.

Responsibilities

• Manage the 24/7 switchboard function.
• Oversee performance against contractual standards.
• Develop relationships with internal and external stakeholders.

Skills

Communication skills

Customer focused

Team management

Problem-solving skills

Operational knowledge of switchboard services

Education

Degree or equivalent experience in switchboard

Tools

Microsoft server and desktop applications

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers - North London Partners Shared Service, who conduct recruitment activities on behalf of Whittington Health NHS Trust.

For our current apprenticeship vacancies, please go to https://www.gov.uk/apply-apprenticeship and use Keyword 'Whittington'

By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers.

Job overview

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 as well as ensuring the team provide a high-quality service to our patients, visitors and staff.

Main duties of the job

You should be a highly motivated team player with an operational knowledge of switchboard services within an acute hospital setting along with 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 too:

• 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.

Working for our organisation

We have an excellent reputation for being innovative, responsive and flexible to the changing clinical needs of the local population. We are treating more patients than ever before and are dedicated to improving services to deliver the best for our patients.

Our mission

Helping local people live longer, healthier lives.

Our vision

Provide safe, personal, co‑ordinated care for the community we serve.

Our goals

We have developed six key strategic goals to make sure we continue to support people to live longer, healthier lives.

• To secure the best possible health and wellbeing for all our community
• To integrate and coordinate care in person‑centred teams
• To deliver consistent, high quality, safe services
• To support our patients and users in being active partners in their care
• To be recognised as a leader in the fields of medical and multi‑professional education, and population‑based clinical research
• To innovate and continuously improve the quality of our services to deliver the best outcomes for our local population

Detailed job description and main responsibilities

Professional Duties

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 act 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.

STAFF MANAGEMENT DUTIES

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 PDP's 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.

Administration

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 with tasks associated with the recruitment and selection of new staff: advertisement, inviting candidates for interview, liaising with recruitment, and assisting with induction.

Stakeholder Engagement

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.

Projects

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.

Finance

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/requisition, 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.

Line Management

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 Trust's 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.

Decisions and judgements

43. The post holder will, in the course of normal duty, be required to make recommendations on areas of non‑compliance with the Trust's 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 criteria

• 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 criteria

• Customer Services qualification
• Project management qualification

Skills & Abilities

Essential criteria

• 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.

Desirable criteria

• 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 criteria

• Microsoft server and desktop applications

Desirable criteria

• Experience working in a complex, large and high‑pressured 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 criteria

• 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

Desirable criteria

• Effective team leader and player

SAFEGUARDING CHILDREN AND ADULTS

To comply with the Trust's Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults.This will require you to:

• Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
• Ensure you are familiar and comply with the London Multi‑Agency Safeguarding Vulnerable Adults Pan London Procedures.
• Ensure you are familiar and comply with local protocols and systems for information sharing.
• Know the appropriate contact numbers and required reporting lines.
• Participate in required training and supervision.
• Comply with required professional boundaries and codes of conduct.

Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

Your application form

1. Provide only business email address for your referees - we are unable to request references from yahoo, Hotmail, Gmail accounts.
2. Make sure you to include all evidence of where you meet the essential requirement on the jobs description as this forms the base of our shortlisting criteria.

Our processes

1. Closing dates are given as a guide; we are within our right to close adverts early so please ensure you submit your application as soon as possible to avoid delay.
2. If you do not hear from us up to 3 weeks after the closing date of the job unfortunately this means you have not been successfully shortlisted for interview. If your require feedback on your application please contact the appointing manager detailed in the body of the advert.
3. Please check your emails regularly as all correspondence from us will be via trac.systems - occasionally these emails will go into your Junk folder.
4. Employment at Whittington Health is offered subject to successful completion of a 6 month probationary period for all staff with the exception of GMC Registered Doctors.

Other important information

• Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. Before submitting your application and to avoid disappointment please check that you are eligible under the UKVI points based system.
• Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.
• In submitting an application form, you authorise Whittington Health NHS Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process should you be appointed to the post.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Job Description & Person Specification (PDF, 408.4KB)
• Whittington Probationary Policy (PDF, 298.0KB)
• Whittington Employment Promise (PDF, 22.4KB)