Customer Service Centre And Switchboard Team Leader

Job description

Detailed job description and main responsibilities

To provide a comprehensive service for receiving and initiating calls from external and internal sources, be competent in operating an AC-Win PC Based Console/or similar system.

Efficient processing of telephone calls received into the switchboard and helpdesk ensuring all service requests and queries are handled in line with policy and procedure

Operation of internal bleep/pager and mobile telephone systems

Providing a welcoming service for routine enquires and assistance to staff users and the general public, ensuring appropriate assistance is provided.

Carrying out all emergency procedures relating to any hospital alerts/alarms i.e. cardiac arrest, equipment alarms, major incidents, fire alerts, security/police response, Major Haemorrhage and any other emergencies that may arise. At all times working within job role following Trust policies and procedures.

On Call Service: To contact staff as required/needed by the trust in accordance with the hospitals procedures, duties are to maintain such records and contact procedures as may be required.

To Coordinate and assign out of hours estates jobs to Engineers and escalate any concerns to the on call estate managers when necessary.

To facilitate the On Call room booking process for On call doctors and arrange any subsequent cleaning with the Domestic Team.

Testing Emergency Telephones, Fire bleeps and Cardiac Arrest bleeps ensuring all relevant documentation are accurately completed

Fault Reporting: Issue and record replacement of telephone handsets when extension faults occur.

To arrange for the exchange of bleeps when medical staff change disciplines etc. and record details within relevant documentation.

To maintain telephone directory ensuring data is accurate and up to date.

In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/or similar) system enquiries and forwarding the callers to the correct destination.

Become a competent super-user of the Evolution, Transport Market place, Medi Rota, Netcall and Optima systems.

To provide cover for annual leave/absences and sickness where and when required (sometimes at short notice) in order that the switchboards and CSC are manned at all times.

Monitor and manage the annual leave for Team, maintaining entry on Optima.

Monitor sickness/absence in accordance with the Trust's sickness absence policy with escalation to Management where appropriate. To carry out return to work discussions with advisors and conduct regular 1 to 1 meetings to support health and wellbeing.

Manage the CSC advisors and Switchboard operators roster, ensuring this rota is covered 24/7, and ensure that any gaps or difficulties are escalated to Management.

Bank and Public Holidays: To provide cover when required to provide a constant service.

Carrying out administration duties when required.

Ensure the team are aware of HR policies and relevant Trust policies.

Manage the teams professional development - including mandatory training and educational courses. Offer guidance and support to new starters ensuring they receive adequate training.

Identify any training needs within the team and create training plans to support staff development and improvement. Address any aspects of performance in accordance with trust policy.

Observing and monitoring the team ensuring they are working safely

Maintaining good relationships and communications with colleagues working together to provide high quality service in line with operational objectives

Produce the necessary reports to substantiate the monthly performance statistics

Making decision regarding service delivery and the priority of work. Where conflicting priorities arise, assess the task and direct staff appropriately within guidelines and protocols.

Be the first point of escalation for the staff and provide support and guidance. To further escalate any issues to Management.

To Monitor the Facilities helpdesk inbox and Switchboard management inbox daily and respond to any service request received via email and complaints.

Help ensure the requirements of a 24/7 helpdesk service and Switchboard are met by being flexible with shifts, providing cover out of hours as required.

Person specification

Commitment to Trust Values and Behaviours

Essential criteria

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Training & Qualifications

Essential criteria

• GCSE's in English and Maths or NVQ 3 Diploma or equivalent experience
• Basic team leadership/supervision certificate or experience.
• Administration 2/RSA/OCR Stage II or equivalent.
• Good working knowledge of and computer literate with knowledge and experience of using word, Microsoft outlook and excel.

Desirable criteria

• RSA/OSR stage III
• Experience of using a database.
• Experience of using a CAFM system.

Experience

Essential criteria

• Working in a Call Centre or Switchboard environment Proven administration and secretarial skills experience.
• The use of IT and associated software systems and telephone communications systems.

Desirable criteria

• Previous experience in staff management or evidence of ability to deal effectively with people.
• Experience of working within a busy healthcare/complex environment

Communication and relationship skills

Essential criteria

• Good interpersonal skills, Excellent verbal and written communication skills
• Ability to motivate others to achieve positive outcomes.
• Ability to display initiative.
• Able to deal with, at times, contentious and sensitive issues in appropriate manner
• Ability to work as a team member
• Ability to meet strict deadlines

Equality, Diversity and Inclusion

Essential criteria

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.

Additional Information

Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the publishing closing date if we receive a sufficient number of completed application forms.

Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.

UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.

Disclosure and Barring Service Check

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.

The Trust will pay for the check initially and the money will then be deducted from your salary over a three month period commencing on your first month's payment.

The current price of a check is £38 for an enhanced and £18 for a standard check.

COVID 19 Risk Assessment

Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.

The risk assessment is intended to ensure you are able to safely perform your duties in any of our work areas, and if you have been identified as being particularly vulnerable to coronavirus. Our main aim is to reduce risk and to ensure the safety of all new starters to the Trust as well as current staff, patients and visitors.

If it is identified that you are within a vulnerable category, we will endeavor to make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.

Covid Vaccination Status

Covid-19 vaccination remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.

University Hospitals of Leicester NHS Trust holds the principles of equality, diversity and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester and Rutland, to help deliver healthcare services that meets the needs of our diverse communities.

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