Switchboard Supervisor

The post holder will be responsible for the day-to-day management of the Switchboards 24/7 service for The Royal Wolverhampton NHS Trust. The Switchboard service provides front line contact to the public and staff as well as providing a quick response to emergency situations.
To manage own workload ensuring the continuity of the service and that of others as well as monitoring the Quality of Service provided by the Switchboard Operators.

**Part-time - 25 hour post**:
Monday - Friday 12:30 - 18:00 (inc 30 min unpaid break)

To manage all day-to-day aspects of the Switchboard, using initiative and discretion to forward plan and improve the quality and efficiency of the services and to escalate any disruptions to service to the Health Records Services Manager.

To manage a team of Operators ensuring staff have the necessary skills and technical abilities required to provide an excellent customer focused service.

Develop procedures to enable the efficiency and service provided by the Operators to be monitored and improved.

Provide short notice Operator cover, as and when necessary to cater for staff absence, service demands, break time relief and bank holidays to cover any shift of the 24/7 service.

Provide day-to-day management of the staff, including assisting with recruitment, welfare, sickness, and annual leave and maintaining accurate records. To also support the staff outside of working hours with any urgent queries or disruption to service and escalate where necessary.

To provide training to new members of staff on the operation of the telephony system, Tiger system and the protocols and procedures associated with running a large acute hospital telecommunications system.

To develop and deliver training to the Operators on new and emerging technologies.

To assist with end user training for all staff on current and new voice technology.

To provide suggestions and changes for the department on the protocols and procedures that are used within the Telecommunications department.

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and
we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We’re passionate about the value that diversity of
thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our
patients.
We are delighted that we have been rated as “Good” by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and
Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.
The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

To produce and manage a complex staff rota for the switchboard teams, ensuring there is cover 24/7 throughout the whole year.

To provide counselling to all staff with regard to maintaining working relationships and standards within the department. Where necessary, to escalate problems to the Deputy Health Records Manager.

To participate in the annual appraisals and personal development plans/reviews of all staff, in accordance with Agenda for Change and KSF.

Manage performance standards of all staff, ensuring all mandatory training is in accordance with Trust Policy and all technical training needs are met, to enable staff to provide a continuous quality service.

Ensure that sound personnel practices are observed within the Department, reporting any problems to the Health Records Services Manager.

Report all aspects of Health and Safety issues within the department, to comply with the Trust’s Health and Safety Policies.

Monitor the efficient operation of the switchboard and telecommunications service, reporting any problems to the Health Records Manager/Head/Deputy of Health Records Services.

To manage the operation and updating of the telephone call logging equipment, Smile telephone directory and other associated databases.

Control a small stock of mobile phones and a stock of bleeps to be issued in the event of emergencies, major incidents, faults and arrival of temporary staff. To maintain records of all temporary allocations and ensure equipment is retrieved when no longer required.

To ensure process is adhered to in line with Careflow Connect.

Participate in and provide an input to the project teams responsible for the acquisition and implementation of new voice/telecommunications technology.

To ensure that the highest value and standards are promoted at all times and a high standard of customer focus and care is provided.

A combination of sitting or standing is required for long periods in restricted positions throughout most