Switchboard Team Supervisor

NHS; Bangor; Hybrid; GBP 31,000 - 37,000; Full time

Job summary

The Betsi Cadwaladr University Health Board (BCUHB) North Wales is seeking an experienced Switchboard Services Supervisor to lead a 24/7 operation across acute hospital sites. You will manage rotas, recruitment and induction, and drive service improvements while ensuring high-quality telephone and paging services.

Welsh language ability is essential for this post, with occasional travel between sites. This role involves on-call duties one week in four and collaboration with ICT teams and

Qualifications

• Applicants must have a relevant higher education qualification, or equivalent experience, together with significant NHS or public-sector switchboard experience at supervisory or management level.
• Proven line-management experience within a large customer-focused organisation and a sound working knowledge of switchboard, paging and telecommunications technology.
• Knowledge of staff management practices, rota management and performance reporting is also essential.

Responsibilities

• Manage the day-to-day operation of switchboard services across one or more sites.
• Provide effective leadership and line management to Switchboard Team Leaders and operators/call handlers, ensuring appropriate staffing levels and ongoing development.
• Monitor rotas, annual leave and attendance; undertake performance reviews; support recruitment and induction and address employee relations matters.
• Work with ICT teams and third-party suppliers to resolve switchboard and telecommunications faults promptly and support DDAT with related projects.

Job description

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.

The organisation is currently undertaking a comprehensive operating model review and change programme to ensure we are best positioned for the future, creating exciting opportunities to shape how we work and deliver for the people of North Wales.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme. We also offer a number of family-friendly benefits, including work-life balance policies.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Job overview

We are looking for an experienced and motivated Switchboard Services Supervisor to join Betsi Cadwaladr University Health Board and support the delivery of a comprehensive, high-quality switchboard service, 24 hours a day, seven days a week. This post will be based at Ysbyty Gwynedd and will include participation in the on-call rota on a one week in four basis, covering all three acute hospital sites, with flexibility to provide cover at other sites during periods of staff shortage.

You will take responsibility for the efficient day-to-day operation of switchboard services across one or more sites. You will provide effective leadership and line management to Switchboard Team Leaders and operators/call handlers, ensuring appropriate staffing levels and the continued personal and professional development of the team.

Your responsibilities will include managing rotas, annual leave and attendance; undertaking performance reviews; supporting recruitment and selection; arranging induction, mandatory and role-specific training; and addressing employee relations matters in line with Health Board policies and procedures. You will monitor service standards and analyse call performance information, including call volumes, waiting times and abandonment rates, to support performance management and continuous improvement.

Main duties of the job

You will help maintain the accuracy and integrity of switchboard, telephone directory and paging information, ensure equipment and stock records are kept up to date, and work with ICT teams, maintainers and third-party suppliers to resolve switchboard and telecommunications faults promptly. You will also support Digital, Data and Technology (DDAT) colleagues with projects and service developments relating to telecommunications and switchboard services, contributing your operational knowledge and expertise to the planning and delivery of improvements. You will respond appropriately to complaints, support emergency procedures and testing, contribute to policy development, and identify initiatives that improve working practices and service delivery. In exceptional circumstances, you may be required to provide operational cover as a fully trained switchboard operator.

The ability to speak Welsh is essential for this post

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Detailed job description and main responsibilities

Applicants must have a relevant higher education qualification, or equivalent experience, together with significant NHS or public-sector switchboard experience at supervisory or management level. You will need proven line-management experience within a large customer-focused organisation and a sound working knowledge of switchboard, paging and telecommunications technology. Knowledge of staff management practices, rota management and performance reporting is also essential.

We are seeking someone who can communicate confidently with colleagues and stakeholders at all levels, work independently, prioritise competing demands and make sound decisions in a busy and sometimes challenging environment. You will be organised, resilient, customer focused and committed to teamwork, high standards and continuous improvement. Flexibility and the ability to travel between Health Board sites are required.

Person specification

Qualifications

• Meets all essential criteria as per attached job description/person specification
• Meets all desirable criteria as per attached job description/person specification

Skills

• Meets all essential criteria as per attached job description/person specification
• Meets all desirable criteria as per attached job description/person specification

Experience

• Meets all essential criteria as per attached job description/person specification
• Meets all desirable criteria as per attached job description/person specification

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

Employer certification / accreditation badges

Name Amanda Weston Job title Assistant Telecommunications Services Manager Email address [e-mail]