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Switchboard and Reception Supervisor

1 month ago

Reading, Reading, United Kingdom Royalberkshire Full time

We are seeking a skilled Switchboard and Reception Supervisor to oversee the daily operations of our switchboard and main reception services. As a vital part of our Facilities team, you will be responsible for ensuring exceptional service standards are consistently met.

In this key leadership role, you will provide guidance, direction, and support to switchboard and reception staff, promoting a culture of excellence in customer service and operational efficiency. Your focus will be on maintaining a patient-centered approach and upholding the Trust's high standards and objectives.

Main duties of the job
  1. Act as a role model for the Estates and Facilities strategy, embedding the departmental objectives within the switchboard and reception team.
  2. Assist in the implementation of workforce development plans, ensuring the effective deployment of staff to meet service demands.
  3. Maintain strong working relationships with external advisors and stakeholders, contributing to operational strategies that align with the Trust's goals.
Job responsibilities

Operational Delivery

  1. Oversee the day-to-day operations of the Trust-wide switchboard services, ensuring 24/7/365 coverage, including managing Trust bleeps and emergency responses.
  2. Supervise the daily operations of the Main Reception service, ensuring that service users are supported, and any issues are resolved or escalated promptly.
  3. Manage the Trust's bleep and pager systems, including the distribution, maintenance, and repair of devices to ensure compliance with required standards.
  4. Update and maintain switchboard databases, ensuring the accuracy and consistency of information to support the switchboard team and wider Trust.
  5. Prepare staff rosters to ensure adequate coverage for the 24/7/365 service provision.
  6. Collaborate with the Trust's Telecommunication Manager to deliver a seamless communication service between the IT and Estates and Facilities Directorate.
  7. Supervise any contractors working within the scope of switchboard and reception services, ensuring they meet service requirements and key performance indicators (KPIs).
  8. Ensure operational health and safety standards are met, safeguarding the well-being of the operational team and stakeholders.
  9. Support emergency and urgent responses to Facilities situations, minimizing the impact on the Trust and service users.
  10. Continuously develop and improve services to ensure effective and efficient delivery, while providing timely and accurate information and advice.
  11. Ensure all services deliver value for money, uphold high standards through active management, and support a culture of customer service excellence.
  12. Assist in developing and implementing service plans, business cases, and proposals within the managed services area.
  13. Support the Trust's PLACE program by ensuring the highest standards in the patient environment.
  14. Address and manage complaints in line with Trust standards, ensuring that corrective actions are taken and lessons learned are communicated within the team.
  15. Assist in developing and implementing policies and standard operating procedures to optimize productivity and quality, embedding these practices within the operational team.
  16. Provide expert input to service improvement projects, ensuring that services are responsive and adaptable to the changing needs.
Person Specification
  • Knowledge of switchboard services or telecommunication systems
  • Experience of front of house services and/or switchboard services
  • Experience in operational management or supervision
  • Experience of managing or supervising staff
  • Working within the NHS or other large complex organization
Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.