Switchboard Services Manager

Job summary

An exciting opportunity has arisen at South Tyneside and Sunderland NHS Foundation Trust to lead the Switchboard Team. You will join an enthusiastic team reporting directly to the Directorate Manager for Outpatients and Clinical Administration.This is a brilliant opportunity to continue the drive to modernise Switchboard Services, including supporting the Team to implement enhanced digital switchboard software solutions, and leading on integration between the two main hospital sites (South Tyneside District Hospital and Sunderland Royal Hospital).

The role is predominantly core hours of 37.5 hours per week, Monday Friday, with an on-call commitment.

Main duties of the job

As Switchboard Manager, you will ensure the smooth running of the main Hospital switchboard centre, managing a dual-site team of telephone operators to connect and receive both internal and external phone calls from staff, patients and local agencies such as the North East Ambulance Service. This is a fast-paced and dynamic service, dealing with over two million calls per year.The role will involve managing appropriate staffing levels to manage peaks in workload and monitoring and measuring performance against agreed service levels. You will have line-management responsibility for two lead telephonists and direct and indirect line-management responsibility for approximately 25 staff on a day-to-day basis.In addition to day-to-day management of staff members and providing support to the Team, you will undertake annual appraisals, recruitment and selection and initial-stage grievances to manage staff performance in-line with Trust policies and procedures.

There will be a requirement to deliver continual service improvement in all areas of the Switchboard service, from delivering excellent customer service to liaising with IM&T team to help implement the latest technology & systems. This role will also require you to manage rotas, and to produce reports as may be helpful and as determined by key contacts across the Organisation.

Job responsibilities

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One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.

We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for STSFT. We also provide access to high quality education, training, career progression and support. Flexible working is supported via the Trust's Flexible Working Policy.

The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements. The Trust will not accept applications which are found to be AI generated.