About this role
Job summary
An exiting opportunity has arisen to join the Hull University Teaching Hospitals Switchboard and Helpdesk as a Team Leader.
Please Note; this is a rotational shift pattern operating Nights, Weekends, Days and Bank Holidays. (Unsocial Pay Enhancements Apply)
The Post Holder will play a vital role in supporting the implementation of service improvements of Hull University Teaching Hospitals (HUTH's) Switchboard and Helpdesk service. The Switchboard Team Leader will be responsible for the supervision of Switchboard and Helpdesk telephone operators, supporting the management of Rotas, staff training and the delivery of an efficient, customer focused Switchboard and Helpdesk service.
The Switchboard service deals with every day internal and external enquiries, emergency calls, helicopters and trauma calls. The role will be required to work closely with clinical and non-clinical service users to provide assistance and advice as required and hold responsibility for supervising the response to emergency, critical and major incidents (e.g. 2222, Bomb Threats and Major Incident). Working as part of a 24 hour shift system the Switchboard Team Leader must be flexible and have the ability to work at short notice to meet the demands of the service. The role requires excellent communication and interpersonal skills as well as a comprehensive understanding of Information Technology and the ability to multi-task under pressure.
Main duties of the job
Act as the first point of contact for staff queries regarding operational procedures.Supervise staff and their allocated responsibilities during their day-to-day duties.
Undertakes staff return to work meetings and informally monitor attendance in line with the Trust policy. Raise any escalations in a timely manner whilst supporting the wellbeing of staff.Support Management with Staff annual leave alongside rotas, ensuring agreed staffing levels are adhered to.Supporting the local induction of new staff.
Contribute to and support Management with staff appraisals for team members, identify targets, and provide feedback and areas for training and development.Supports the Switchboard management in all aspects of training and developing an efficient, customer focused, accurate Switchboard serviceMonitors departmental KPI's. Leads the Switchboard and Helpdesk teams improvement.
About us
The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.
Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.
Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.
As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.
We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.
Job description Job responsibilities
For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.
We reserve the right to close the advert early in the event of high levels of interest. Therefore, early applications are encouraged.
Please note that, in line with UKVI regulations, this vacancy does not meet the eligibility criteria for sponsorship under the Skilled Worker Visa route. As a result, we are unable to issue a Certificate of Sponsorship for this position.
We remain committed to fair and equal recruitment practices and encourage applications from all suitably qualified candidates who have the right to work in the UK.
Person Specification
Application Completion Essential
ALL sections of application form FULLY completed
Education/ Qualifications Essential
European Computer Driving License (ECDL) or equivalent knowledge. NVQ level 3 in customer care/support services
Desirable
Level 3 leadership/ supervisory qualification or above
Knowledge, Training & Experience Essential
Customer Service Experience Computer skills with knowledge of Microsoft office applications Keyboard/typing skills Health and safety awareness Demonstrable experience of supervising a team in a high-volume customer service environment.
Desirable
Experience of telephony or radio communication systems Experience in hospital or similar environment Recent experience of team leading Knowledge of NHS Emergency Codes and Procedures.
Communication and Interpersonal Skills Essential
Excellent communication and interpersonal skills Ability to communicate and receive sensitive information Provide and receive routine information requiring tact and persuasive skills Ability to work on own initiative and lead a team Flexibility towards working arrangements Must be able to work unsocial hours including public holidays and weekends as per service need. Caring and understanding approach Keeps calm under pressure and in difficult situations
Desirable
Ability to handle and de-escalate difficult or aggressive callers
Special Attributes and other Essential
Shows motivation in developing new skills High level of interpersonal skills Demonstrate empathy and diplomacy Flexible and reliable
Other Requirements Essential
Good time keeper Ability to work from both hospital sites as required to meet the demands of the service
Desirable
Ability to prioritise multiple conflicting urgent tasks (e.g., simultaneous emergency bleeps and helpdesk escalations)
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 (Opens in a new tab).
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 (Opens in a new tab).
Employer details Employer name Hull University Teaching Hospitals NHS Trust
Address CHH
Castle Hill Hospital
Cottingham
HU16 5JQ
United Kingdom
Employer's website https://www.hey.nhs.uk/ (Opens in a new tab)