Switchboard Team Leader | The Queen Elizabeth Hospital King's Lynn NHS Foundation Trust

Queen Elizabeth Hospital King's Lynn; King's Lynn; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading NHS trust in King's Lynn is looking for a dedicated Telecommunications Manager to oversee switchboard operations. This role requires strong management and communication abilities to ensure efficient service delivery and compliance with Trust policies. Experience in telecommunications and staff management is essential, along with a capability for service improvement. Join a dynamic team contributing to significant digital transformation and quality improvement in healthcare services.

Qualifications

• Experience in managing a telecommunications service.
• Ability to train and manage staff effectively.
• Strong communication and organizational skills.

Responsibilities

• Assist in management of the switchboard and telecommunications services.
• Maintain operator rota for 24-hour cover.
• Liaise on new service provisions and amendments.

Skills

Management of switchboard operations

Communication skills

Coordination with staff

Job description

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.

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.

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.

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


This advert closes on Tuesday 5 Aug 2025