Band 4 Switchboard Supervisor
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.
Main duties of the job
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.
*To receive and deal with phone calls from Operators advising of their absences and to record details as necessary.
*To be responsible for the allocation of leave ensuring that there is an adequate number of staff on duty at all times.
*To be fully conversant with systems to ensure that all Operators' annual leave, sick-ness, TOIL, training, appointments etc. are recorded accurately.
*To monitor staff time and attendance and ensure that issues are dealt with in line with Trust Policy.
*To carry out Return to Work interviews with Operators in line with Trust Policy
*To follow the Trust's policies in relation to dealing with harassment, grievances, disci-plinary issues etc. and to report any unresolved problems to the relevant managers.
*To ensure that breaks are allocated appropriately and fairly.
*To assess competencies on a regular basis and monitor Operator performance against departmental standards.
*To carry out monitoring, assessments and observations for Operators in order to en-sure that they are proficient in operating all procedures.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
- *Good General Education e.g. GCSE English and Maths A-C / GCSE Level 9-4
- *NVQ Level 3 in an administrative environment or Knowledge of ad-ministrative procedures and sys-tems acquired through experience and training.
Experience
- *Significant experience within the field of telecommunications
- *Experience of managing and working within a complex 24/7 telecommuni-cations network environment.
- *Change and service delivery experi-ence.
- *Significant experience of working au-tonomously with the ability to recog-nise the need to escalate where ap-propriate.
- *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 solu-tions.
- *Experience and knowledge of Data protection and confidentiality princi-ples 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 rou-tine issues such as problem solving for an area of work
- *Technical expertise and knowledge of Tel-ecoms system
- *VoIP and analogue systems skills including RF paging.
- *Experience in mobile communication pro-tocols including 3G/4G, wireless IP and messaging.
- *Experience of working with Telecoms sys-tem vendors
- *Experience of NHS or equivalent systems and procedures.
- *Experience of working in an NHS or equiv-alent 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
- *Skills for communication on com-plex information and administra-tive matters, requiring developed interpersonal and oral/written communication skills
- *Articulate and methodical ap-proach to problem solving
- *Attention to detail, with ability to absorb and translate complex technical and non-technical infor-mation
- *Ability to accurately record and document complex information and facts
- *Able to multi task, quantify and balance competing tasks and re-quirements
- *Ability to work in a challenging and busy environment to tight dead-lines
- *Flexibility with ability to respond positively to changing circum-stances 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 of-ten 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 in-volving long spells at a computer or meetings
- *Ability to travel across all UHB sites as required by the role.
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.
Employer details
Employer name
University Hospitals Birmingham NHS Foundation Trust
Address
Heartlands Hospital
Bordesley Green E
Birmingham
West Midlands
B9 5SS
Employer's website
https://www.uhb.nhs.uk/jobs.htm