Switchboard Team Supervisor

Betsi Cadwaladr University Health Board; Bangor; On-site; GBP 34,000 - 45,000; Full time

Job summary

Betsi Cadwaladr University Health Board in North Wales is seeking an experienced Switchboard Services Supervisor to lead the 24/7 switchboard operation across multiple sites, based at Ysbyty Gwynedd.

You will supervise Team Leaders and operators, manage rotas, training and performance, and work with ICT and DDAT to drive improvements.

Welsh language ability is essential for this post, and occasional on-call cover is required.

Qualifications

• Relevant higher education qualification or equivalent experience.
• NHS or public-sector switchboard supervisory or management experience.
• Proven line-management experience in a large customer-focused organisation.
• Knowledge of rota management and performance reporting.
• Willingness to travel between Health Board sites.

Responsibilities

• Oversee day-to-day switchboard operations across sites.
• Manage rotas, annual leave and attendance.
• Lead Switchboard Team Leaders and operators.
• Monitor call performance data and support improvements.
• Respond to complaints and support emergency procedures.

Skills

Line management

Staff management

Rota management

Performance reporting

Team leadership

Education

Higher education qualification

Job description

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

About us

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.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

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

Job 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

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.