CDD Services (Synchronicity Care Ltd)

Senior Switchboard & Hotel Services Helpdesk Supervisor

The closing date is 19 July 2025

Job summary

Synchronicity Care Limited are looking to recruit a enthusiastic, hardworking, flexible and customer focused individual to lead our newly centralised Switchboard Team at University Hospital North Durham.

The successful applicant will effectively supervise Switchboard and Hotel Helpdesk Services using the available resources, whilst maintaining and continuing to improve the quality of the service. This role includes monitoring of call volume against resource, investigating / handling complaints, ensuring the database remains updated whilst adhering to all relevant policies and procedures. The post holder will also be required to contribute to setting and monitoring quality standards.

Additionally responsible for answering incoming and outgoing calls at the main hospital switchboard in a polite and efficient manner.

The successful candidate will be responsible for the answering of incoming calls to the Hotels Helpdesk that require manual intervention

Responsible for ensuring the correct application of the Quality Management System where it interfaces with their daily activities and completing of KPI reporting on a monthly basis.

Main duties of the job

Provide day-to-day supervision of the Switchboard services.

Responsibility for organising staff rotas to ensure that appropriate manning levels are maintained throughout service periods.

Ensure that communication channels are maintained between appropriate staff / visitor / patient groups and relevant stakeholders with regard to the Switchboard service.

Provide appropriate training for staff so that they can work in a safe and effective manner so that no other persons are put at risk whilst completing their required duties.

Deal effectively and efficiently with any complaints / comments regarding the service in a courteous and timely manner from Trust staff or patients.

They will be responsible for ensuring the switchboard facility is manned daily over a 24-hour period in line with contract.

The post holder is expected to liaise with other members of CDD Services staff to enable the fulfilment of their duties. Where their duties bring them into contact with other groups e.g. other Trust staff, patients and their visitors / carers, a professional working manner should be adopted. When this contact includes members of the general public, common courtesy should be shown.

About us

SCL is a wholly owned subsidiary of County Durham and Darlington NHS Foundation Trust (CDDFT) set up to deliver a range of non-clinical services The company is a separate legal body to CDDFT.

SCL offers its own Terms and Conditions of employment which differ to the national NHS Terms and Conditions. As an employee in the company you will benefit from:

  • A Competitive salary
  • Access to a pension scheme - National Employment Savings Trust (NEST) CDD Services will pay a 3% contribution (this is over and above the minimum contribution rate at the present time)
  • Night Shift Working Allowances (where appropriate)
  • Bank Holiday Working Allowances (where appropriate)

Bank work is offered on an 'as and when' basis with no guaranteed hours and will be paid on a pro-rata hourly rate for hours worked only

Details

Date posted

12 July 2025

Pay scheme

Other

Salary

£28,919 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

M9439-SCL227

Job locations

University Hospital Of North Durham

North Road

Durham

DH1 5TW


Job description

Job responsibilities

Process incoming and outgoing calls for DMH and BAH in an appropriate manner;

Carry out emergency procedures including cardiac arrest, fire and lift alarms pediatric alarms, ED attack alarm and obs and gynae alarm and lone worker alarms at both BAH and DMH;

Have a sound understanding of and participate in emergency procedures for a Major Incident;

Carry out procedures for responding to various Estates related alarms including Building Management System and boiler alarms and call out staff as appropriate;

Process any private calls and maintain appropriate records;

Issue keys in accordance with the agreed procedure;

Ensure continuous supply of bleep batteries and dispatch faulty bleeps for repair;

Give appropriate advice and instruction to staff and the public in respect of the effective operation of the Trust communications equipment;

Give appropriate instructions to any new members of the switchboard;

Keep and update appropriate records of on call staff. Call out staff to attend in an emergency for TEWV, District Nurses and any other Trust on-call systems;

Operate the Hotels Helpdesk when the need for manual intervention arises

Update screen based directory and respective on-call information;

Attending training courses as required;

Analysis Switchboard data with regards to call handling and generating reports as required;

Analysis of Hotel Helpdesk data with regards to call handling and generating reports as required

Monitor staff for adherence to all relevant policies and procedures that are relevant to the area and that they are working in a safe manner;

Identify staff training / development needs using the Trusts appraisal system;

Assist in recruitment of new staff and organise appropriate training for the various staff groups under your control, including new employees;

Organise and control the staff rotas to ensure adequate staffing levels are maintained at all times;

Maintain appropriate records to ensure compliance with all current Trust policies and procedures;

Monitor staff time sheets / attendance and sickness records in accordance with the relevant Trust policies and procedures;

Help carry out Facilities Services orientated duties as required;

Undertake any training deemed necessary as required to enhance your role.

Job description

Job responsibilities

Process incoming and outgoing calls for DMH and BAH in an appropriate manner;

Carry out emergency procedures including cardiac arrest, fire and lift alarms pediatric alarms, ED attack alarm and obs and gynae alarm and lone worker alarms at both BAH and DMH;

Have a sound understanding of and participate in emergency procedures for a Major Incident;

Carry out procedures for responding to various Estates related alarms including Building Management System and boiler alarms and call out staff as appropriate;

Process any private calls and maintain appropriate records;

Issue keys in accordance with the agreed procedure;

Ensure continuous supply of bleep batteries and dispatch faulty bleeps for repair;

Give appropriate advice and instruction to staff and the public in respect of the effective operation of the Trust communications equipment;

Give appropriate instructions to any new members of the switchboard;

Keep and update appropriate records of on call staff. Call out staff to attend in an emergency for TEWV, District Nurses and any other Trust on-call systems;

Operate the Hotels Helpdesk when the need for manual intervention arises

Update screen based directory and respective on-call information;

Attending training courses as required;

Analysis Switchboard data with regards to call handling and generating reports as required;

Analysis of Hotel Helpdesk data with regards to call handling and generating reports as required

Monitor staff for adherence to all relevant policies and procedures that are relevant to the area and that they are working in a safe manner;

Identify staff training / development needs using the Trusts appraisal system;

Assist in recruitment of new staff and organise appropriate training for the various staff groups under your control, including new employees;

Organise and control the staff rotas to ensure adequate staffing levels are maintained at all times;

Maintain appropriate records to ensure compliance with all current Trust policies and procedures;

Monitor staff time sheets / attendance and sickness records in accordance with the relevant Trust policies and procedures;

Help carry out Facilities Services orientated duties as required;

Undertake any training deemed necessary as required to enhance your role.

Person Specification

Qualifications

Essential

  • Level 3 Diploma Team Leader/Supervisor / NVQ Level 3 Supervisory Qualification OR Equivalent Level Experience
  • Customer Service Level 2 or Equivalent Qualification/ Experience

Desirable

  • Level 5 Leadership and Management

Experience

Desirable

  • Experience of working in a switchboard environment. (D)
  • Significant experience in NHS telecoms systems (D)

Special Skills & Knowledge

Essential

  • Excellent communication and interpersonal skills and the ability to explain detailed information to others
  • Ability to prioritise and organise work load
  • Work as part of a team
  • Ability to problem solve and work on own initiative.
  • Able to work shifts and have flexibility to needs of the service
  • Be able supervise and motivate a multi-skilled team
  • Experience of Working with and reporting on KPI performance reports
  • Excellent written / verbal communication skills
Person Specification

Qualifications

Essential

  • Level 3 Diploma Team Leader/Supervisor / NVQ Level 3 Supervisory Qualification OR Equivalent Level Experience
  • Customer Service Level 2 or Equivalent Qualification/ Experience

Desirable

  • Level 5 Leadership and Management

Experience

Desirable

  • Experience of working in a switchboard environment. (D)
  • Significant experience in NHS telecoms systems (D)

Special Skills & Knowledge

Essential

  • Excellent communication and interpersonal skills and the ability to explain detailed information to others
  • Ability to prioritise and organise work load
  • Work as part of a team
  • Ability to problem solve and work on own initiative.
  • Able to work shifts and have flexibility to needs of the service
  • Be able supervise and motivate a multi-skilled team
  • Experience of Working with and reporting on KPI performance reports
  • Excellent written / verbal communication skills

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

CDD Services (Synchronicity Care Ltd)

Address

University Hospital Of North Durham

North Road

Durham

DH1 5TW


Employer's website

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

Employer details

Employer name

CDD Services (Synchronicity Care Ltd)

Address

University Hospital Of North Durham

North Road

Durham

DH1 5TW


Employer's website

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

Employer contact details

For questions about the job, contact:

Head of Facilities

William Thompson

William.thompson3@nhs.net

01325743547

Details

Date posted

12 July 2025

Pay scheme

Other

Salary

£28,919 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

M9439-SCL227

Job locations

University Hospital Of North Durham

North Road

Durham

DH1 5TW


Supporting documents

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