Welsh-Speaking Switchboard Team Lead (24/7)

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

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.