Switchboard Team Leader

Integrated Care System; King's Lynn; On-site; GBP 27,000 - 31,000; Full time

Job summary

An Integrated Care System is looking for a Switchboard Team Leader to manage efficient telecommunications at The Queen Elizabeth Hospital, King's Lynn. The role includes overseeing switchboard operations, training staff, and improving service delivery. Candidates should have qualifications in customer service and IT, with at least 3 years of relevant experience. The position offers a salary between £27,485 to £30,162 per annum, reflecting the importance of effective communication and multitasking abilities.

Qualifications

• Minimum 3 years of managing or coordinating telecommunications.
• Good knowledge of IT through ECDL or equivalent.
• Experience in customer services and report writing.

Responsibilities

• Assist in the management of switchboard and telecommunications services.
• Maintain the rota of operators and deal with inquiries.
• Liaise with users on new services and repairs.

Skills

Telephony systems awareness

Multi-tasking

Good communication

Computer literacy

Education

Diploma level education

Qualification in Customer Services

Tools

Microsoft Word

Microsoft Excel

Job description

Go back The Queen Elizabeth Hospital King's Lynn NHSFT

Switchboard Team Leader

The closing date is 05 August 2025

The core role for this post holder will be principally to assist in the management of an efficient switchboard and associated telecommunications services throughout the Queen Elizabeth Hospital Kings Lynn NHS Trust site and supported client organisations. This role will seek to support policies to meet future demand to ensure that cost effective and efficient services are provided and maintained. It is envisaged that the post holder will assist in the identification of improvements in service delivery and cost improvements.

Main duties of the job

Maintain the rota of operators through the Trusts E-rostering system to ensure efficient 24 hours cover. Manage staff in the operation of the telephone and bleep systems, including dealing with internal and external enquiries from patients, staff and the public.

To liaise and co-ordinate with users on the provision of new services, the amendment of existing services and the repair of faults on services.

To maintain a directory of Trust operational information to facilitate efficient running of the Trust Telecommunications Services including telephone directory of internal and external services, bleeps, pagers, on-call procedures, and associated home and mobile numbers. Work with the ICT infrastructure Manager to expand the scope of Telecommunications Services and extract appropriate information for presentation on the Trust Intranet.

To participate, with the ICT Infrastructure Manager, in the recruitment and selection of switchboard staff, and their ongoing training, performance, and compliance with Trust policies and all on-call and emergency procedures.

To monitor complaints in conjunction with the ICT Infrastructure Manager and suggest improvements to service provision.

To participate in the formulation, and refinement, of Trust wide Emergency Response Procedures, and the monitoring of their effectiveness.

To provide switchboard operator cover Monday to Friday during busy periods.

About us

There's never been a more exciting time to join TeamQEH. We're working on a once in a generation opportunity to build a new state-of-the-art hospital to open and we are also carrying out on one of the biggest pieces of digital transformation work we've ever undertaken.Our new electronic patient record (EPR) will replace paper-based patient records from 2026 and will lead to better, safer, joined-up care at The Queen Elizabeth Hospital and beyond.At The QEH we provide a comprehensive range of specialist, acute, obstetrics and community-based services to around 331,000 people across west and north Norfolk, North Cambs and South Lincs.We are an ambitious organisation that upholds our values of kindness, wellness and fairness. We strive for continuous quality improvement, recently demonstrated in our 2024 CQC maternity inspection rating our services as 'Good', and we are proud to be a place to learn and grow through recognised learning and apprenticeships.We recognise and reward our 4,000 staff and volunteers, priding ourselves on a community atmosphere and positive team spirit. We have approx. 530 beds across 33 wards and have newly built education and training facilities, a range of modern award-winning centres alongside a talented team of people ready to give you a warm welcome. We love working here and think you will too.

Job responsibilities

Please see attached Job Description and Person Specification for further information about this role.

Person Specification

Qualifications/training and professional development

• Minimum 3 years of managing/co-coordinating telecommunications.
• Educated to Diploma level good knowledge of IT (ECDL).
• Qualification in Customer Services or related Subject.

Experience

• Configuration And Installation of Operator Services data systems.
• Experience of working in the Public Sector.
• Experience of multi-tasking in a busy current legislation team environment
• Administrativeexperience including Customer Care and report writing.
• Previous NHS experience.
• Experience and understanding of current legislation and information.

Skills, abilities, and knowledge

• Telephony systems awareness
• Ability to multi-task, prioritse work and meet tight deadlines
• Good communicator with influencing and negotiation skills
• Computer literate particularly Microsoft Word and Excel

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.

Employer name

The Queen Elizabeth Hospital King's Lynn NHSFT

£27,485 to £30,162 a yearper annum pro rata