Switchboard & Reception Manager - Nhs (B5)

**Switchboard & Reception Manager**

**Job Type**: Temporary

**Start date**: Immediate

**Sector**: Healthcare

**Duration**: Expected to be 3-6 months

**Location**: Guildford

**Base**: Hospital

**Band**: 5

**Pay Rates**:
£13.00-£16.00 paye

£16.00-£17.00 paye inclusive of holiday pay

£17.00-£18.00 Umbrella

depending on skill and experience.

**Working Days and Hours**:Monday to Friday 9am-5pm

**Duties**:

- To support the Facilities Manager in the development of switchboard and front of house services and act as service matter expert for service delivery.
- To execute the delivery of our Trust’s switchboard services, 24/7/365 through a fully trained and engaged delivery team.
- To manage front of house switchboard services at a number of Trust buildings.
- To ensure that the switchboard services are delivered in a safe and customer focused manner.
- To manage the team 24/7 rota.
- To ensure that all necessary information is made available to the delivery team, to allow them to deliver the scope of their work.
- Support the Property department’s response to CQC and PLACE audit requirements and actions.
- To ensure that relevant Property risks are regularly reviewed to reflect the operating risks and that mitigating actions and undertaken.
- To deliver sound financial control for operational activities and related budgetary control, within the scope of role and responsibility.
- To support the development of front facing services business cases as required for service changes.
- Adhere to Standing Financial Instructions and ensure they are followed.
- Ensure statutory and NHS compliance of buildings.
- Ensuring related policies are embedded in practice and reviewed in relation to changes within Service delivery.
- Operate and promote working practices which ensure a safe working environment for self and others, contributing to the development of a safety culture among the team.
- Ensure actions arising from risk assessments, infection control audits, statutory compliance audits and security audits are completed and recorded.
- Manage the site property folder to ensure that is it fully up to date and information remains relevant.
- Coordinate services to ensure that the site has up to date business continuity plans and that these are regularly reviewed.
- Provide day to day management for switchboard and front of house reception staff, including appraisals, allocation of work, training and development.
- Undertake the recruitment and retention activities for direct reports.
- Reorganisation of working practices; staff training programmes.
- Ensure that both directly employed staff are suitably qualified and trained.
- Ensure that HR policies and management standards are adhered to for absence.
- Ensure all switchboard and front of house reception services are successfully delivered and that the outcomes are recorded onto monthly performance dashboards. Analysing a range of indicators to

determine trends or highlight potential problems.
- Lead on regular audits of service standards and ensure that resulting actions are completed.
- Support any elements of the annual PLACE audit process.
- Ensuring service quality is maintained even when there are frequent interruptions and unpredictable work patterns.
- Manage the handover of new assets being delivered into service. Ensure that they are maintained in a manner which keeps them performing at an optimum level.
- Implements Trust policies for the reception areas, proposing changes to administrative policies where appropriate.

**Education, Qualifications and Skills**:

- Have a minimum of two years’ experience in switchboard delivery.
- Experience of managing directly employed staff
- Customer service/delivery experience
- BTEC or equivalent level knowledge of a range of trust policies and management procedures, requiring ongoing on-the-job training and experience.