Senior Switchboard & Reception Supervisor

Job description

Job responsibilities

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

Main duties and responsibilities

Communication

Provide day-to-day operational leadership to the Switchboard and Reception teams. Act as the first point of escalation for service issues, incidentsand complaints, ensuring clear communication with clinical and corporate teams during service disruptions. Maintain confidentiality and support incident reporting and investigation in line with Trust policy.

Service delivery and improvement

Oversee the daily delivery of switchboard, alarm,pagingand reception services to ensure safe and effective operations. Monitor call handling performance and service standards, ensure emergency communication systems are operational, and escalate faults promptly. Support service improvements and the implementation of new systems or processes.

People management and development

Provide line management to designated staff, including recruitment, induction, appraisaland performance management. Manage staff rotas using e-rostering to ensure adequate service cover. Monitor sickness absence and annual leave, conduct return-to-work meetings, and ensure staff complete mandatory training whilemaintaininghigh standardsof customer service.

Person Specification

Experience and Qualifications

Essential

• Experience of supervising staff within a customerfacing or telecommunications environment.
• Experience of managing rotas and service delivery.
• Experience of handling complaints and incidents.

Desirable

• Experience of working at management level within a customer service environment
• Knowledge of switchboard systems and associated functions (fire alarms, panic alarms etc.).

People Management and Develpment

Essential

• Experience of recruitment, appraisal and performance management
• Knowledge of sickness absence and workforce management processes
• Ability to motivate teams and support change

Skills

Essential

• Strong organisational and prioritisation skills
• Ability to analyse and interpret operational performance information.
• Effective communication and interpersonal skills.
• Confident decisionmaking and problemsolving ability
• Good IT skills, including Microsoft Office and relevant systems.

EDI

Essential

• Evidence of having championed diversity in previous roles (as appropriate to role).
• Evidence of having undertaken own development to improve understanding of equalities issues

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.

Employer details

Employer name

University Hospitals Sussex NHS Foundation Trust (279)

Address

St Richard's, Worthing and Southlands Hospitals

Lyndhurst Road

Worthing

BN11 2DH

Employer's website

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