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Switchboard Team Leader
4 months ago
Band 4
**Main area**
- Estates & Facilities
- **Grade**
- Band 4
- **Contract**
- Permanent
- **Hours**
- Full time - 37.5 hours per week
- **Job ref**
- 164-5052890**Site**
- QMC
- **Town**
- Nottingham
- **Salary**
- £23,949 - £26,282 per annum
- **Salary period**
- Yearly
- **Closing**
- 06/03/2023 23:59Job overview
The post is based at the Queens Medical Centre but cross site working at City Hospital will be required on occasion.
Main duties of the job
To ensure that staff make customer/patient needs their principal priority by providing a professional and efficient telecommunication service.
To assist in training and development of staff.
To undertake staff assessments to ensure future training needs are met.
Undertake staff appraisals.
Offer support and guidance to staff.
To maintain the Trusts departmental rotas and staffing lists.
To assist in the monitoring of sickness levels, and work towards reducing sickness and absence levels.
Ensure adequate stock levels of stationery; batteries and equipment are available for the department.
To ensure that that an appropriate level of service is provided 24 hours per day, 365 days per year.
To assist with answering telephone calls to the Switchboard at peak times, ensuring that call levels remain within the agreed standard.
To assist in the investigation of any complaint regarding the service.
To maintain and update all relevant documentation relating to the service.
To maintain the switchboard database.
To ensure that new Blick Pager provided are billed to the correct department.
To ensure that faulty Blick Pagers are returned for repair to the correct supplier.
Assist as requested by Emergency Planning Team during a Major Incident.
Participate in projects relating to system developments as requested by Trust.
Working for our organisation
Our organisation is driven by our strategic objectives and organisational values and we look for people who are strongly aligned with them.
Our Team is tight knit and work well together providing a 24/7 service to the public and staff.
Your annual leave entitlement starts at 27 days per year plus bank Holidays.
The Trust offers free parking at our Park and Ride locations at Queens Drive and Wilkinson Street.
The Trust offers discounted travel passes through the local transport companies.
NUH-Active - The NUH-Active programme aims to help NUH staff to be fitter and healthier at work
Detailed job description and main responsibilities
The post holder will assist in the leadership, development and motivation of the professional team who provides the Trusts telecommunication enquiry and Switchboard services.
The Post holder will be expected assist the Facilities Operations Team Leader when required.
A good understanding of Telecommunications and Microsoft programmes is essential.
To comply with all Trust policies, procedures and practices and to be responsible for keeping up to date with any changes to these.
Line managers are expected to encourage and support staff to look after their health and wellbeing, including the release of staff to attend health and wellbeing activities and interventions.
Previous Team Leading experience would be desirable
Person specification
Training & Qualifications
Essential criteria
- Must have significant experience in the following areas:
- working in a similar first line management role, monitoring budgets, undertaking staff appraisals, providing and maintaining data for on-call personnel/sickness & absence/annual leave.
- Use own initiative to resolve system faults and staffing issues.
- Must have knowledge of working practices for providing a telecommunication service, and the technical systems used.
Experience
Essential criteria
- Must have experience of undertaking surveys/audits as requested and agreed by management team/users of the service.
- Must be able to prioritise own workload.
- Must have experience of undertaking staff training. Able to identify future training needs for staff.
- Must have experience of dealing with distressed callers. Able to resolve staffing or technical issues if contacted via telephone whilst not officially on duty.
- Experience of dealing with verbally aggressive and/or abusive callers/patients/staff. Ability to work in a noisy environment.
- Must have experience of supporting and guiding staff. Able to chair monthly staff meetings such as TBT.
- _________________________________________
Bring your whole self to work for us at NUH. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world class healthcare to the diverse patient populations we serve.
**Salary**: The quoted salary will be on a pro rata basis for part time workers.
Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.
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