Switchboard Supervisor

The position holder will provide supervision of telephony staff and the management of comprehensive telephony services, and deputising for the Telecoms Manager as and when required to ensure the smooth operation of all communications and alarm systems.

To provide an efficient and reliable Switchboard Service to the Trust for services. The post holder will ensure that policies and procedures are up to date and communicated with staff and other departments.,
- Deputise for the Telecoms Manager.
- Provide day to day management of telephonists providing support and mentoring to telephony staff to enable the delivery of a proficient telephony service and that staff use the equipment in a safe and effective manner.
- Assist the Telecoms Manger in drawing up complex staff rosters and update the Healthroster rostering system, recording staff mandatory training, staff leave and sickness absence, ensuring that all rosters are produced and released within the agreed time frame.
- Regular requirement to provide detailed statistical performance data sets and analysis to the management team and advise on issues of system poor performance,
- Ensure that all team members adhere to current Trust policies and procedures and manage incidents where compliance is not achieved.
- Maintaining one or more systems by providing technical support including issue resolution, in dealing with technical issues arising that relate to the switchboard system.
- Prepare root cause analysis reports on major incidents
- Responding to switchboard enquiries and queries from suppliers and staff/customers and provides assistance and advice when required
- Pass on complex messages in a timely and accurate manner to clinical staff from messages received via the switchboard.
- Provide contingency plans for disruption of services and build into the staffing and service delivery models.
- Ensure that all switchboard staff have an awareness of and adhere to current cyber security guidance.
- Assisting the Estates management team, prioritising the reporting of faults to either staff or the web base reporting form.
- Reports to the Telecoms Manager, develops professional working relationships with IT and the estates team, Senior management, Clinical staff, other staff, Telecommunications Contractors and other Trusts.

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