Switchboard Team Leader

3 months ago

Harrogate, United Kingdom Harrogate and District NHS Foundation Trust Full time

The post holder will ensure that Switchboard Operators (SO) provide an efficient and reliable service operating ICT equipment in support of our state-of-the art speech recognition software. Comprehensive and well structured training will be provided in all aspects of the role. The Switchboard Team Leader will be expected to actively contribute to the development and review of operating guidelines (creating and updating Standard Operating Procedures as necessary) taking every opportunity to encourage staff to work from them - enabling all to give a professional, courteous and standard service to all.

In addition the post holder will be expected to successfully supervise HDFT Interpreter Bookings & The Real Time Admissions Service.

Post-holders will be expected to lead by example - offering a “can do” supportive attitude to supporting every other department within the Trust to do what it takes to enhance the patient experience (without compromising core responsibilities)

Applicants must be able to work a 24/7 shift pattern as at least 2 shifts per week will be outside of normal office hours, these hours will attract enhanced pay in line with Agenda for Change pay rates.

1. As a central member of the departmental management team, may be expected to act as first point of contact to the Trust for all calls, taking responsibility for dealing with enquiries to ensure a satisfactory outcome for the caller.

2. Acting with the delegated authority of the Switchboard Manager to provide all aspects of day-to-day managerial support when working on the premises and without the supervision of the Switchboard Manager. Manages staffing levels to ensure a consistent service. Monitors/delegates workload to provide flexibility and acceptable levels of productivity and to take account of any projects discussed/delegated at management meetings/briefings.

3. To plan the departmental roster, utilising the Health Roster.

4. To work with the manager on emergency planning and resilience, major incidents, and telecom failure

5. Takes delegated responsibility for ensuring the correct prioritisation of all telephone queries received by the team, reporting all issues that may affect this to the Switchboard Manager.

6. Takes delegated responsibility for day to day running of departmental ICT platforms. This may include directory management and periodic running of reports.

7. Liaise with external telecoms providers, language service providers, systems support

8. Ensure the accuracy of the invoices that the Trust receives for interpreter and translations services, and raise any issues with the department manager.

At Harrogate and District NHS Foundation Trust we provide outstanding care to both our patients and our staff. We support staff through benefits, health and wellbeing initiatives and opportunities for personal and professional development.

An inclusive and supportive culture our Trust encourages staff to bring their whole selves to work and active Staff Networks identify areas for improvement.

Staff Recognition - as well as regular appraisals, we recognise staff with our Making a Difference, Team of the Month Awards & Colleague Recognition Awards

Employee Support and wellbeing - we have a comprehensive Employee Assistance Programme, counselling service and fast track physiotherapy service for employees.

Staff Benefits - We have a range of staff benefits and schemes to support staff health, engagement, wellbeing and inclusion.

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