Operator Service Supervisor

University Hospital of North Midlands NHS Trust

Information:

This job is now closed

Job summary

An exciting opportunity has arisen within UHNM's Telecommunications Department for a Band 3 Operator Service Team Leader.

UHNM's Operator Service delivers 24/7 customer service to all trust staff and external users of its telephony network.

The post holder will be responsible for the training, leadership and management of the Trusts Operator Service Call Centre Assistants and is responsible for developing, supporting and maintaining rota's and shift patterns to cover a 24/7 critical Operator service. Some out of hours work may be required to meet the needs of the service.

The post holder is also responsible for the data input and management of payroll submissions, annual leave allocation, PDR's and absence management in line with Trust policies.

The post holder will be fully competent in all areas of the Operator Service procedures to enable the proficient delivery of training, support and ongoing development including business continuity and emergency processes.

Although the post holder will have the core responsibility for staff training, they must also assist in liaising with divisional representatives to ensure that the integrity of information is maintained and delivered within the operator service and the wider Trust.

Main duties of the job

If you meet the above criteria and want to join our dedicated team then we would like to hear from you.

About us

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. We serve around three million people and we're highly regarded for our facilities, teaching and research. The Trust has around 1,450 inpatient beds across two sites in Stoke-on-Trent and Stafford. Our 11,000 strong workforce provide emergency treatment, planned operations and medical care from Royal Stoke University Hospital and County Hospital in Stafford.

We are the specialist centre for major trauma for the North Midlands and North Wales. We have put together a wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their potential. Our goal is to be a world-class centre of achievement, where patients receive the highest standards of care and the best people come to learn, work and research.

Investing in the health and wellbeing of our staff is really important to us. We offer a range of options for our staff to help maintain a good work-life balance including full time, part time hours and bank hours. We are also committed to offering flexible working wherever we can and where relevant to the role and the service, agile working. You can select your preferences upon application.

Date posted

13 April 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£21,730 to £23,177 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

205-5091028-A

Job locations

Royal Stoke

Newcastle Road

Royal Stoke

ST4 6QG


Job description

Job responsibilities

For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.

Job description

Job responsibilities

For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.

Person Specification

Qualifications

Essential

  • Education to GCSE standard

Desirable

  • Business Administration Qualification
  • Team Leader certification

Experience

Essential

  • Proven experience of managing a team
  • Proven experience of working in a customer service environment

Desirable

  • Experience in compiling staff rotas
  • Experience in submitting payroll data

Skills, ability and knowledge

Essential

  • Well developed communication skills
  • Able to recognise when procedure must be followed to direction
  • Proven experience of working with PC's and Microsoft Office

Personal Qualities

Essential

  • Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate
  • Able to understand own limitations and when to escalate problems
Person Specification

Qualifications

Essential

  • Education to GCSE standard

Desirable

  • Business Administration Qualification
  • Team Leader certification

Experience

Essential

  • Proven experience of managing a team
  • Proven experience of working in a customer service environment

Desirable

  • Experience in compiling staff rotas
  • Experience in submitting payroll data

Skills, ability and knowledge

Essential

  • Well developed communication skills
  • Able to recognise when procedure must be followed to direction
  • Proven experience of working with PC's and Microsoft Office

Personal Qualities

Essential

  • Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate
  • Able to understand own limitations and when to escalate problems

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).

Additional information

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

University Hospital of North Midlands NHS Trust

Address

Royal Stoke

Newcastle Road

Royal Stoke

ST4 6QG


Employer's website

https://www.uhnm.nhs.uk (Opens in a new tab)

Employer details

Employer name

University Hospital of North Midlands NHS Trust

Address

Royal Stoke

Newcastle Road

Royal Stoke

ST4 6QG


Employer's website

https://www.uhnm.nhs.uk (Opens in a new tab)

For questions about the job, contact:

Telecommunications Manager

Julie Cadman

Julie.cadman@uhnm.nhs.uk

01782671033

Date posted

13 April 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£21,730 to £23,177 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

205-5091028-A

Job locations

Royal Stoke

Newcastle Road

Royal Stoke

ST4 6QG


Supporting documents

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