Job summary
The post holder will ensure that Switchboard Operators (SO) provide an efficient and reliable service operating ICT equipment in support of our state-of-the art speech recognition software. Comprehensive and well structured training will be provided in all aspects of the role. The Switchboard Team Leader will be expected to actively contribute to the development and review of operating guidelines (creating and updating Standard Operating Procedures as necessary) taking every opportunity to encourage staff to work from them - enabling all to give a professional, courteous and standard service to all.
In addition the post holder will be expected to successfully supervise HDFT Interpreter Bookings & The Real Time Admissions Service.
The Switchboard Team Leader will also be able to perform all aspects of the day-to-day manipulation of the switchboard software (call handling, controlling the directories, voicemail system, etc. and all supporting documentation).
Post-holders will be expected to lead by example - offering a "can do" supportive attitude to supporting every other department within the Trust to do what it takes to enhance the patient experience (without compromising core responsibilities)
Applicants must be able to work a 24/7 shift pattern as at least 2 shifts per week will be outside of normal office hours, these hours will attract enhanced pay in line with Agenda for Change pay rates.
Main duties of the job
1. As a central member of the departmental management team, may be expected to act as first point of contact to the Trust for all calls, taking responsibility for dealing with enquiries to ensure a satisfactory outcome for the caller.
2. Acting with the delegated authority of the Switchboard Manager to provide all aspects of day-to-day managerial support when working on the premises and without the supervision of the Switchboard Manager. Manages staffing levels to ensure a consistent service. Monitors/delegates workload to provide flexibility and acceptable levels of productivity and to take account of any projects discussed/delegated at management meetings/briefings.
3. To plan the departmental roster, utilising the Health Roster.
4. To work with the manager on emergency planning and resilience, major incidents, and telecom failure
5. Takes delegated responsibility for ensuring the correct prioritisation of all telephone queries received by the team, reporting all issues that may affect this to the Switchboard Manager.
6. Takes delegated responsibility for day to day running of departmental ICT platforms. This may include directory management and periodic running of reports.
7. Liaise with external telecoms providers, language service providers, systems support
8. Ensure the accuracy of the invoices that the Trust receives for interpreter and translations services, and raise any issues with the department manager.
About us
At Harrogate and District NHS Foundation Trust we provide outstanding care to both our patients and our staff. We support staff through benefits, health and wellbeing initiatives and opportunities for personal and professional development.
- An inclusive and supportive culture our Trust encourages staff to bring their whole selves to work and active Staff Networks identify areas for improvement.
- Staff Recognition - as well as regular appraisals, we recognise staff with our Making a Difference, Team of the Month Awards & Colleague Recognition Awards
- Employee Support and wellbeing - we have a comprehensive Employee Assistance Programme, counselling service and fast track physiotherapy service for employees.
- Staff Benefits - We have a range of staff benefits and schemes to support staff health, engagement, wellbeing and inclusion.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification. For more information please contact Tina Whiteley ontina.whiteley@nhs.net
Job description
Job responsibilities
Please see the attached Job Description and Person Specification. For more information please contact Tina Whiteley ontina.whiteley@nhs.net
Person Specification
Qualifications and Experience
Essential
- GCSEs at grade C or above, including English and Maths or equivelant
- Recent, relevant activity working as a team leader to actively deliver high standards of customer service. Recent, relevant experience of the management of telephony (or similar) systems software.
- Competent in the use, development, troubleshooting issues & management of ICT systems, including but not limited to Business Connect CT, PAtientTrack and PCS (iCS). Competent in the use of Microsoft Office software programs, especially Excel
- Proven Communication skills, good telephone manner, eye for detail. Proven training/mentoring skills. Able to work alone, or to delegate responsibility, to deliver project objectives set by service managers.
- Punctual and reliable. Willing and able to enthusiastically engage with a mentally and physically stimulating role at all times. Able to cover shifts at short notice including working unsociable hours.
Desirable
- NHS Switchboard/Call Centre experience. Experience of NHS computerised records and filing systems. Evidence of dealing with external suppliers to generate excellent service provision standards.
- Familiar with developer tools in Microsoft Excel. Experience of coordinating with external engineers and service providers to achieve set objectives. Clear understanding of NHS HR procedures and recent experience of recruitment/selection/appraisal processes
- Training/mentoring experience/qualifications. Previous management/team leader experience.
- Experience of variable shift working an advantage.
Person Specification
Qualifications and Experience
Essential
- GCSEs at grade C or above, including English and Maths or equivelant
- Recent, relevant activity working as a team leader to actively deliver high standards of customer service. Recent, relevant experience of the management of telephony (or similar) systems software.
- Competent in the use, development, troubleshooting issues & management of ICT systems, including but not limited to Business Connect CT, PAtientTrack and PCS (iCS). Competent in the use of Microsoft Office software programs, especially Excel
- Proven Communication skills, good telephone manner, eye for detail. Proven training/mentoring skills. Able to work alone, or to delegate responsibility, to deliver project objectives set by service managers.
- Punctual and reliable. Willing and able to enthusiastically engage with a mentally and physically stimulating role at all times. Able to cover shifts at short notice including working unsociable hours.
Desirable
- NHS Switchboard/Call Centre experience. Experience of NHS computerised records and filing systems. Evidence of dealing with external suppliers to generate excellent service provision standards.
- Familiar with developer tools in Microsoft Excel. Experience of coordinating with external engineers and service providers to achieve set objectives. Clear understanding of NHS HR procedures and recent experience of recruitment/selection/appraisal processes
- Training/mentoring experience/qualifications. Previous management/team leader experience.
- Experience of variable shift working an advantage.
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.
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.
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).
