Switchboard Manager

Job overview

You will be responsible for the efficient running of the Switchboard team providing management and support to a friendly team of switchboard operators as well as ensuring the team provide a high-quality service to our patients, visitors and staff.

You should be a highly motivated team player with an operational knowledge of switchboard services within an acute hospital setting along with experience of managing teams.

Troubleshooting issues and implementing changes with suppliers will be something you are keen to be a part of and working with all levels of staff to ensure telecoms systems are developed appropriately to support the activity of the services will be paramount in your thinking.

To manage the Switchboard, ensuring the team work together delivering a professional and courteous service in accordance with the Trust values and policies

Main duties of the job

• To proficiently operate the computer based switchboard covering the full range of operator duties.
• Monitor the efficient operation of the switchboard service. Collating monthly performance data for quality and auditing purposes.
• The post holder must deal with any problems that arise, considering the options and consequences, then deciding on the appropriate course of act to take and implementing it.
• To provide suggestions and changes for the department on the above protocols and procedures that are used within the switchboard department.
• Assist the General Services Manager in managing the switchboard service to deliver a high quality and cost-effective service that is responsive to the needs of the Trust in line with agreed Trust Policies and Procedures.
• Liaise with departmental staff (including contracted staff) on-site e.g.; on a regular basis reporting and supporting information around the switchboard services.
• Attending meetings to discuss switchboard services with key stakeholders.
• To review and manage all complaints received within the department, take responsibility for analysing to identify trends and ensuring effective processes are in place to implement any resulting change as Required

Detailed job description and main responsibilities

Please see attached the job description for more details on the main responsibilities for this role.