Job summary
We are looking for an enthusiastic Switchboard and Main Reception Supervisor to join our Facilities team. As a vital part of the team, you will be responsible for overseeing the daily operations of the switchboard and main reception services, ensuring that exceptional service standards are consistently met.
In this key leadership role, you will provide guidance, direction, and support to switchboard and reception staff, promoting a culture of excellence in customer service and operational efficiency. Your focus will be on maintaining a patient-centered approach and upholding the Trust's high standards and objectives.
Main duties of the job
Act as a role model for the Estates and Facilities strategy, embedding the departmental objectives within the switchboard and reception team.
Assist in the implementation of workforce development plans, ensuring the effective deployment of staff to meet service demands.
Maintain strong working relationships with external advisors and stakeholders, contributing to operational strategies that align with the Trust's goals.
About us
About us
The Royal Berkshire NHS Foundation Trust is the main provider of hospital services for the population of Reading, Newbury, Wokingham and the towns and villages of west Berkshire.
Reading sits on the River Thames and is served by great road and rail links to London, Oxford, and Southampton. With excellent leisure and shopping facilities, and a thriving cultural scene, Reading is a wonderful place to live, work, and play and provides excellent facilities for families, including some of the best state and private schools in the UK.
The CQC recently rated the care provided by the Royal Berkshire NHS Foundation Trust as Good.
Our values: Compassionate, Aspirational, Resourceful, Excellent,reflect the type of Trust we aspire to be and you can join our dedicated and talented staff to make this happen.
Job description
Job responsibilities
Operational Delivery
Oversee the day-to-day operations of the Trust-wide switchboard services, ensuring 24/7/365 coverage, including managing Trust bleeps and emergency responses.
Supervise the daily operations of the Main Reception service, ensuring that service users are supported, and any issues are resolved or escalated promptly.
Manage the Trusts bleep and pager systems, including the distribution, maintenance, and repair of devices to ensure compliance with required standards.
Update and maintain switchboard databases, ensuring the accuracy and consistency of information to support the switchboard team and wider Trust.
Prepare staff rosters to ensure adequate coverage for the 24/7/365 service provision.
Collaborate with the Trusts Telecommunication Manager to deliver a seamless communication service between the IT and Estates and Facilities Directorate.
Supervise any contractors working within the scope of switchboard and reception services, ensuring they meet service requirements and key performance indicators (KPIs).
Ensure operational health and safety standards are met, safeguarding the well-being of the operational team and stakeholders.
Support emergency and urgent responses to Facilities situations, minimizing the impact on the Trust and service users.
Continuously develop and improve services to ensure effective and efficient delivery, while providing timely and accurate information and advice.
Ensure all services deliver value for money, uphold high standards through active management, and support a culture of customer service excellence.
Assist in developing and implementing service plans, business cases, and proposals within the managed services area.
Support the Trusts PLACE program by ensuring the highest standards in the patient environment.
Address and manage complaints in line with Trust standards, ensuring that corrective actions are taken and lessons learned are communicated within the team.
Assist in developing and implementing policies and standard operating procedures to optimize productivity and quality, embedding these practices within the operational team.
Provide expert input to service improvement projects, ensuring that services are responsive and adaptable to the changing
Job description
Job responsibilities
Operational Delivery
Oversee the day-to-day operations of the Trust-wide switchboard services, ensuring 24/7/365 coverage, including managing Trust bleeps and emergency responses.
Supervise the daily operations of the Main Reception service, ensuring that service users are supported, and any issues are resolved or escalated promptly.
Manage the Trusts bleep and pager systems, including the distribution, maintenance, and repair of devices to ensure compliance with required standards.
Update and maintain switchboard databases, ensuring the accuracy and consistency of information to support the switchboard team and wider Trust.
Prepare staff rosters to ensure adequate coverage for the 24/7/365 service provision.
Collaborate with the Trusts Telecommunication Manager to deliver a seamless communication service between the IT and Estates and Facilities Directorate.
Supervise any contractors working within the scope of switchboard and reception services, ensuring they meet service requirements and key performance indicators (KPIs).
Ensure operational health and safety standards are met, safeguarding the well-being of the operational team and stakeholders.
Support emergency and urgent responses to Facilities situations, minimizing the impact on the Trust and service users.
Continuously develop and improve services to ensure effective and efficient delivery, while providing timely and accurate information and advice.
Ensure all services deliver value for money, uphold high standards through active management, and support a culture of customer service excellence.
Assist in developing and implementing service plans, business cases, and proposals within the managed services area.
Support the Trusts PLACE program by ensuring the highest standards in the patient environment.
Address and manage complaints in line with Trust standards, ensuring that corrective actions are taken and lessons learned are communicated within the team.
Assist in developing and implementing policies and standard operating procedures to optimize productivity and quality, embedding these practices within the operational team.
Provide expert input to service improvement projects, ensuring that services are responsive and adaptable to the changing
Person Specification
Essential
Essential
- oKnowledge of switchboard services or telecommunication systems
Desirable
- oExperience of a front of house services and/or switchboard services
Essentail
Essential
- oExperience in operational management or supervision oExperience of managing or supervising staff
Desirable
- oWorking within the NHS or other large complex organisation
Person Specification
Essential
Essential
- oKnowledge of switchboard services or telecommunication systems
Desirable
- oExperience of a front of house services and/or switchboard services
Essentail
Essential
- oExperience in operational management or supervision oExperience of managing or supervising staff
Desirable
- oWorking within the NHS or other large complex organisation
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.
