Customer Service Centre And Switchboard Team Leader
Job summary
The Customer Service Centre and Switchboard Team Leader will provide a comprehensive, high quality service to patients, staff and members of the public on behalf of the Trust.
Acting as the first point of contact for frontline staff, the Team leader will oversee the day to day management of the customer service and switchboard teams ensuring the effective delivery of services.
Main duties of the job
As a subject matter expert on switchboard and helpdesk processes, the Team Leader will manage daily staff rosters to ensure appropriate coverage and maintain service efficiency. They will identify training needs, provide on-going support to advisors and operators and to ensure adherence to established procedures and policies. The Team Leader will maintain accurate staff records, coordinate mandatory training and conduct annual appraisals to support staff development and performance.
About us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:
- high-quality care for all,
- being a great place to work,
- partnerships for impact, and
- research and education excellence
And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:
- we are compassionate,
- we are proud,
- we are inclusive, and
- we are one team
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
About the University Hospitals of Leicester NHS Trust:
http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies/
Job description
Job responsibilities
To provide a comprehensive service for receiving and initiating calls from external and internal sources, be competent in operating an AC-Win PC Based Console/or similar system.
Efficient processing of telephone calls received into the switchboard and helpdesk ensuring all service requests and queries are handled in line with policy and procedure
Operation of internal bleep/pager and mobile telephone systems
Providing a welcoming service for routine enquires and assistance to staff users and the general public, ensuring appropriate assistance is provided.
Carrying out all emergency procedures relating to any hospital alerts/alarms i.e. cardiac arrest, equipment alarms, major incidents, fire alerts, security/police response, Major Haemorrhage and any other emergencies that may arise. At all times working within job role following Trust policies and procedures.
On Call Service: To contact staff as required/needed by the trust in accordance with the hospitals procedures, duties are to maintain such records and contact procedures as may be required.
To Coordinate and assign out of hours estates jobs to Engineers and escalate any concerns to the on call estate managers when necessary.
To facilitate the On Call room booking process for On call doctors and arrange any subsequent cleaning with the Domestic Team.
Testing Emergency Telephones, Fire bleeps and Cardiac Arrest bleeps ensuring all relevant documentation are accurately completed
Fault Reporting: Issue and record replacement of telephone handsets when extension faults occur.
To arrange for the exchange of bleeps when medical staff change disciplines etc. and record details within relevant documentation.
To maintain telephone directory ensuring data is accurate and up to date.
In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/or similar) system enquiries and forwarding the callers to the correct destination.
Become a competent super-user of the Evolution, Transport Market place, Medi Rota, Netcall and Optima systems.
To provide cover for annual leave/absences and sickness where and when required (sometimes at short notice) in order that the switchboards and CSC are manned at all times.
Monitor and manage the annual leave for Team, maintaining entry on Optima.
Monitor sickness/absence in accordance with the Trusts sickness absence policy with escalation to Management where appropriate. To carry out return to work discussions with advisors and conduct regular 1 to 1 meetings to support health and wellbeing.
Manage the CSC advisors and Switchboard operators roster, ensuring this rota is covered 24/7, and ensure that any gaps or difficulties are escalated to Management.
Bank and Public Holidays: To provide cover when required to provide a constant service.
Carrying out administration duties when required.
Ensure the team are aware of HR policies and relevant Trust policies.
Manage the teams professional development - including mandatory training and educational courses. Offer guidance and support to new starters ensuring they receive adequate training.
Identify any training needs within the team and create training plans to support staff development and improvement. Address any aspects of performance in accordance with trust policy.
Observing and monitoring the team ensuring they are working safely
Maintaining good relationships and communications with colleagues working together to provide high quality service in line with operational objectives
Produce the necessary reports to substantiate the monthly performance statistics
Making decision regarding service delivery and the priority of work. Where conflicting priorities arise, assess the task and direct staff appropriately within guidelines and protocols.
Be the first point of escalation for the staff and provide support and guidance. To further escalate any issues to Management.
To Monitor the Facilities helpdesk inbox and Switchboard management inbox daily and respond to any service request received via email and complaints.
Help ensure the requirements of a 24/7 helpdesk service and Switchboard are met by being flexible with shifts, providing cover out of hours as required.
Person Specification
Commitment to Trust Values and Behaviours
- Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours
Training & Qualifications
- GCSE's in English and Maths or NVQ 3 Diploma or equivalent experience
- Basic team leadership/supervision certificate or experience.
- Administration 2/RSA/OCR Stage II or equivalent.
- Good working knowledge of and computer literate with knowledge and experience of using word, Microsoft outlook and excel.
- RSA/OSR stage III
- Experience of using a database.
- Experience of using a CAFM system.
Experience
- Working in a Call Centre or Switchboard environment Proven administration and secretarial skills experience.
- The use of IT and associated software systems and telephone communications systems.
- Previous experience in staff management or evidence of ability to deal effectively with people.
- Experience of working within a busy healthcare/complex environment
Communication and relationship skills
- Good interpersonal skills, Excellent verbal and written communication skills
- Ability to motivate others to achieve positive outcomes.
- Ability to display initiative.
- Able to deal with, at times, contentious and sensitive issues in appropriate manner
- Ability to work as a team member
- Ability to meet strict deadlines
Equality, Diversity and Inclusion
- Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
University Hospitals of Leicester NHS Trust
Address
Leicester Royal Infirmary
Infirmary Square
Leicester
LE1 5WW
United Kingdom
Employer's website
https://www.jobsatleicestershospitals.nhs.uk/