Switchboard Supervisor

Job overview

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 ·

Detailed job description and main responsibilities

To view the main responsibility, please see the attached the Job Description and Person Specification.