Band 4 Telecommunication Supervisor

2 weeks ago

Birmingham, United Kingdom University Hospitals Birmingham NHS Foundation Trust Full time

Job summary

The Switchboard Supervisor will assist the Switchboard Team Leader in the management of the 24/7 telecommunications function.

To be responsible for supervising the switchboard operators, ensuring provision of a responsive, customer focussed service

The post holder will be a key member of the IT Service Centre team with specific responsibilities for the day-to-day operational management of staff and services as well as implanting and maintenance of switchboard databases.

Main duties of the job

*To be the first point of contact for any reported issues, incidents or queries. To deal with these by taking necessary action, to keep appropriate records which include maintaining a handover book so that information can be passed between supervisors/managers.

*To provide a point of contact for service users: who may be highly emotional and or distressed: provide and receive complex or sensitive information, where persuasive, motivational, negotiating empathetic or re-assurance skills are required.

*Recognise there may be a need to utilise alternative methods of communication. Where there are barriers to understanding, as required, arrange/ access to information, support and other services to aid effective communication.

*To resolve any issues identified by the team, ensuring that the relevant managers are aware of these and the action that has been taken to resolve them.

*To resolve any complaints made about the service and note any actions taken, escalating if appropriate.

*To be responsible for the covering of shifts if an emergency staffing problem presents itself. On some occasions, this may mean that self-cover is needed to ensure that emergency-trained telephonists are on duty at all times.

*Attend departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively.

*Apply the principles of information governance and patient confidentiality to all aspects of your role.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

University Hospitals Birmingham is a Smoke-Free premises hospital.

Job description

Job responsibilities

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Person Specification

Qualifications

Essential

*Good General Education GCSE English and Maths A-C / GCSE Level 9-4 *NVQ Level 3 in an administrative environment or Knowledge of administrative procedures and systems acquired through experience and training.

Experience

Essential

*Significant experience within the field of telecommunications *Experience of managing and working within a complex 24/7 telecommunications network environment. *Change and service delivery experience. *Significant experience of working autonomously with the ability to recognise the need to escalate where appropriate. *The ability to provide and receive complex and sensitive information in an appropriate manner *Experience of working within multi discipline project environment. *Knowledge of call centre operations and integrated voice and data solutions. *Experience and knowledge of Data protection and confidentiality principles with particular reference to staff compliance. *Staff management experience *Thorough knowledge of MS Office applications *Understand confidentiality and apply the principles in everyday working practice *Knowledge of dealing with non routine issues such as problem solving for an area of work

Desirable

*Technical expertise and knowledge of Telecoms system *VoIP and analogue systems skills including RF paging. *Experience in mobile communication protocols including 3G/4G, wireless IP and messaging. *Experience of working with Telecoms system vendors *Experience of NHS or equivalent systems and procedures. *Experience of working in an NHS or equivalent environment. *Experience of HR policies and procedures and recruitment processes. *Experience of emergency procedures. *Developing and monitoring service level agreements. *Knowledge of NHS organisation

Additional Criteria

Essential

*Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/written communication skills *Articulate and methodical approach to problem solving *Attention to detail, with ability to absorb and translate complex technical and non-technical information *Ability to accurately record and document complex information and facts *Able to multi task, quantify and balance competing tasks and requirements *Ability to work in a challenging and busy environment to tight deadlines *Flexibility with ability to respond positively to changing circumstances and conditions. *Excellent IT literacy (MS Office). *Able to react quickly to emergency situations. *Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales *Ability to work as part of a team *Excellent customer service skills *Attention to detail *Ability to deal with stressful situations and sensitive issues *Ability to prioritise own work load *Flexibility with ability to respond positively to changing circumstances and conditions. *Frequent requirement for sitting involving long spells at a computer or meetings *Ability to travel across all UHB sites as required by the role.

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