Switchboard Service Lead

4 months ago

Winchester, United Kingdom Hampshire Hospitals NHS Foundation Trust Full time

The opportunity for a Telecommunications Lead has arisen at Hampshire Hospital Foundation Trust (HHFT). This role will be varied and busy and the post holder will be responsible for the department and staff to ensure the Telecommunications Switchboard Service operates effectively and efficiently during its 24/7 operation.

This is a full-time role working 37.5 hours a week leading both teams equally across the Basingstoke and Winchester sites.

The role requires good communication, organisational skills, staff supervisory skills, understanding of IT systems and knowledge of telephony.

You will be expected to supervise a team who work 24hrs a day, 365 days a year. You will be part of a reliable and enthusiastic team directing calls and managing communications throughout the Trust. As the lead you will need to complete administration duties and as such you will be proficient in using Microsoft Word and Excel. Previous experience of telecommunications, switchboard or a customer focused environment is essential.

The Telecommunications Switchboard are at the very heart of the organisation and effective and efficient management of information is vital to the success of the Trust. We are an ambitious team, striving to be the example of excellence within the Trust and uphold core values; supporting the HHFT vision to provide outstanding care for every patient.
- To give both technical and administrative advice when required.
- Have 1 to 1 meetings with your staff once a month and serve appraisals on an annual basis.
- To understand the Services’ Vision and Guiding Principles / Objectives, working with the Service Manager to achieve Support Services Strategy.
- To work shifts with the team as and when required.
- To build relationships with persons inside and outside the organisation and is dedicated to exceeding the expectations and requirements of internal and external customers.
- To provide leadership and management to their staff and accountability for employment relations, budgets, Health & Safety and other resources.
- Implement and review policies, procedures, and performance data analysis to improve customer service standards.
- To schedule or reallocate resources to always ensure adequate coverage and meet the demand of fluctuating call volumes and staff availability.
- Be autonomous and continuously improve departmental performance.
- Ongoing coaching and Learning & Development of your team.
- Understand change requests, problem solve issues and communicate this within the team.
- To manage and utilise Bank Staff/overtime were required and appropriate with financial budget.

The Switchboard are at the very heart of the organisation and effective and efficient passage of information is vital to the success of the Trust.We are an ambitious team, striving to be the example of excellence with the Trust and uphold core values; supporting the HHFT vision to provide outstanding care for every patient.

Hampshire Hospitals NHS Foundation Trust (HHFT) provides hospital services to around 570,000 people living in Hampshire and parts of West Berkshire, and specialist services to patients from all over the country. We deliver a full range of district hospital services in a variety of locations.

Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.

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