About this role
Job summary
The post holder is the first point of contact to London North West Hospitals for the public through operation of the Trust's switchboard. As such this is an important role involving being an ambassador for the Trust. The post holder also supervises a team of Switchboard Operators ensuring that the service is appropriately resourced and carrying out supervision meetings with the Operators.
The post holder will supervise a small team providing switchboard services to the public and to Trust staff. They will work on their own initiative, make immediate decisions and support other Operators in their roles; answering calls and dealing with each query in a professional manner.
The post holder will also answer emergency calls in a timely manner e.g. medical crash teams, on-call staff, fire services, alarms, etc.
The post holder will work with a flexible roster covering key supervisory shifts, be part of the on call supervisor roster covering shifts and be part of the on-call rota.
The post holder will also support the Switchboard Manager, maintaining and developing information systems, collating statistics and creating relevant reports with regard switchboard operation.
Main duties of the job
To supervise operators, assisting the Switchboard Manager, monitoring operator performance and contribute to their appraisals.
To agree staffing rosters within agreed rostered hours, approve annual leave and cover vacant shifts, reflecting agreed staffing levels with Switchboard Manager.
To monitor and report service levels - maintaining and developing systems relating to call response times and call volume. Monitoring the individual operator responses including collating statistics and create relevant reports analysing the figures to meet with Trust policies.
To participate in the departmental on call roster and work flexible duty shifts, as the roster requires.
To support the Switchboard Manager in all training activities including developing new training programmes for staff and continuity training for current staff.
To be responsible for providing routine training to new staff and highlight areas where refresher training is necessary so staff maintain continuity of the service levels.
To assist the Switchboard Manager in the development and rollout of new policies and procedures in keeping with Trust policies and SLA's.
To deal and log report faults and maintaining on call roster information and changes
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK St Mark's Hospital: an internationally renowned specialist centre for bowel disease Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description Job responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Person Specification
Knowledge & Experience Essential
oExperience managing staff within a Contact Centre environment
Desirable
experience as switchboard operator
Skills, Abilities and Attributes Essential
Ability to lead a team of staff
Desirable
oAbility to work on own initiative and as part of a team
Knowledge & Experience Essential
Minimum 1 years' Experience in supervising in customer service environment
Desirable
Extensive experience of handling calls from distraught or bereaved people or in an emergency situation.
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 London North West University Healthcare NHS Trust
Address Northwick Park
Watford Road
Harrow
HA1 3UJ
United Kingdom
Employer's website https://www.lnwh.nhs.uk (Opens in a new tab)