Switchboard Team Supervisor

Betsi Cadwaladr University Health Board; Penrhos Garnedd; On-site; GBP 32,000 - 46,000; Full time

Job summary

Betsi Cadwaladr University Health Board is seeking an experienced Switchboard Services Supervisor to support a 24/7 switchboard operation across multiple sites from Ysbyty Gwynedd. The role focuses on delivering high-quality, efficient telecommunication services and leading a dedicated team of operators and team leaders.

The post includes on-call duties on a weekly rotation, rota management, staff development, and collaboration with ICT and DDAT colleagues to implement service improvements.

Qualifications

• Welsh language skills are essential for this post.
• Experience in leading and managing switchboard or call-centre teams.
• Ability to manage rotas, annual leave and attendance.
• Experience in recruitment, induction and mandatory training.
• Strong analytical skills to monitor call performance and service standards.

Responsibilities

• Lead switchboard team leaders and operators to ensure staffing levels.
• Oversee rotas, annual leave, attendance and performance reviews.
• Support recruitment, induction and mandatory training.
• Analyse call volumes, waiting times and abandonment rates for performance improvement.
• Maintain accuracy of switchboard directories and paging information.
• Collaborate with ICT and external suppliers to resolve faults promptly.
• Support DDAT projects related to telecommunications and switchboard services.
• Respond to complaints and contribute to policy development.
• In exceptional circumstances provide operational cover as a trained switchboard operator.

Skills

Leadership

Staff management

Welsh language

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., 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

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.