IM&T Telephony Operator Team Leader

University Hospital Southampton NHS Foundation Trust
February 03, 2023
Offerd Salary:£23,949 - £26,282
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A
IM&T Telephony Operator Team Leader Band 4

Main area



Band 4




  • Full time
  • Part time
  • 37.5 hours per week (37.5 hrs – 30 hrs minimum)

    Job ref



    Southampton General Hospital




    £23,949 - £26,282 pa pro rata

    Salary period



    03/02/2023 23:59

    Interview date

    Job overview

    We are looking for professionally skilled, customer focused Switchboard Supervisor at University Hospital Southampton, Full time 37.5 hours / Part time 30 hours postion

    The department provides an excellent 24-hour telephone and emergency response service alongside GP Emergency Admissions, patient location, major incident responses, fire calls, 999, attend anywhere, IT support, Building alarms monitoring, etc The successful candidate will be able to demonstrate excellent leadership, prioristation skills, management and supervision of a busy switchboard.

    Working in a fast pace environment means you will need to multitask ensuring attention to detail and have the ability to work under pressure, this isn't just a switchboard we are a cog on the inner workings with all of the services provided on site.

    Full training on all aspects of the role will be provided.

    Main duties of the job

    Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

    For an overview of the main duties of the role please see the ‘Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

    Working for our organisation

    What we can offer you

    As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated ‘Good' by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.

    All non-clinical roles may involve a mixture of on site and remote working, Specific details and flexible working options can be discussed as part of the interview process. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.

    Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted.

    Detailed job description and main responsibilities

    Your Responsibilities

    What you'll do

    You will take a leadership role to the operators on the desks, acting as the problem solver. Ensuring that all documentation is completed for example recording emergency responses. Creating statistical reports on the operational activities of the staff, including training requirements for new recruits, follow on learning and refresher training.

    What we're looking for

    You will be joining a team of supervisors who are looking for someone who is willing to work alongside operators, be willing to take a hands-on approach with the team. Someone who is flexible, a strong leader who can show empathy and is able to interact with others, outgoing, approachable, and looking for a challenge.

    The successful candidate may occasionally be required to work over the 24/7 rota period, which would include enhanced pay out of hours. The successful candidate is required to participate in the switchboard on call rota, once there is familiarity with the systems used by the service and staff.

    Additional information

    Interviews will be held on Friday, 10th February 2023

    Should you have any queries, please use the contact details below to get in touch.

    Person specification Qualifications / training required Essential criteria
  • Literacy and numeracy skills that are GCSE standard or equivalent
  • Proven work experience in the use of computerised technology
  • Qualifications or equivalent proven experience in using office-based Microsoft windows applications/systems
  • Desirable criteria
  • Completed Switchboard Senior Operator Competencies
  • Understanding and knowledge of confidentiality issues/data protection
  • Customer care or similar discipline
  • Experience and / or knowledge of staff management and relevant HR processes, e.g. sickness / annual leave / performance issues
  • Understanding and knowledge of confidentiality issues/data protection
  • Customer care or similar discipline
  • Previous or relevant experience necessary Essential criteria
  • Consistent and relevant employment history of dealing with the general public in a customer focused environment
  • Experience with effective management of emergency responses / situations
  • Sound knowledge, understanding and experience of an NHS Switchboard / contact centre environment. Including protocols and processes i.e., bleep system/MI
  • Previous experience of team development including motivation, and performance monitoring
  • Desirable criteria
  • Experience of working in a predominately telephone based environment e.g. Switchboard/Contact Centre
  • NVQ in Customer Care or equivalent experience
  • Previous work within emergency response/situations
  • Knowledge of Hospital/NHS terminology
  • Experience with working with computer desktop applications
  • Aptitudes and skills required Essential criteria
  • Self motivated
  • Proven skills in being flexible adaptable and reliable
  • . Ability to think logically, calmly and rationally when responding to emergency calls and other situations
  • Well developed communication skills as accuracy is essential in both written and oral, with an excellent command of the English language
  • Demonstrate attention to detail and accuracy when completing tasks
  • Able to interpret information with precision, recognise and follow procedures effectively
  • Demonstrate a high level of commitment to the provision of an efficient and effective 24/7 service
  • Ability to manage investigations and service complaints preparing documentation for Senior Management where necessary
  • Self motivated with good organisation and prioritisation skills with the ability to meet deadlines
  • Ability to multitask and prioritise workload whilst dealing with constant and conflicting interruptions
  • Ability to effectively manage staff ensuring all departmental and Trust standards are adhered to
  • Desirable criteria
  • Able to exercise initiative to resolve problems when appropriate
  • Special requirements of the post Essential criteria
  • Ability to communicate effectively with a wide range of people and situations
  • Flexibility with working hours including Bank Holidays/shift patterns
  • Ability to travel to and from work to meet shift requirements
  • Able to retain and recall information
  • Willingness to participate in on call arrangements
  • Desirable criteria
  • Willingness to learn new tasks to develop the role
  • Continuous refresher training to meet demands of ever-changing processes and updates from the wider UHS areas
  • Able to work additional hours occasionally to meet demands of the service
  • Values and behaviours Essential criteria
  • Patients First
  • Always Improving
  • Working Together
  • Please be advised that this vacancy may close earlier than stated if we receive a large number of applications. We will not accept any applications or queries via agencies, under any circumstances.

    For more information about our Trust

    Head to our careers portal where you'll find information about:

    - Our values and vision - Our services and teams - Benefits we offer our staff - UK professional body registration - Information about our city - Relocating to Southampton - Our fantastic staff and their work

    To find out what our staff think about working here, you may also wish to look at our most recent friends and family test and NHS staff survey results, or our latest CQC report.

    Getting to work - our travel promise

    Getting to work should be as easy as possible and that's why we have introduced the UHS travel promise – a commitment from the Trust that we will provide reasonable travel options for every member of staff. Every member of staff can apply for a permit to use our park & ride facility. Eligibility for on-site parking is dependent on the nature and requirement of the role. All staff can also access a range of discounted benefits relating to travel including reduced price bus tickets, purchase of salary sacrifice bikes and ultra-low emission cars.

    Our commitment to equality

    Equality remains at the centre of our policymaking, service delivery, and employment practice, giving all employees equal opportunity to develop, apply for promotions, and have working arrangements that enable them to achieve a manageable work-life balance.

    UHS actively promotes a work environment free from harassment and discrimination and provides training for managers and staff to ensure this happens. We also closely monitor recruitment activity, training, development, and employment practices to ensure equality of practice with regard to race, colour, ethnic or national origin, religion or belief, gender, sexual orientation, disability, marital status and age.

    How and why we use your information

    The Trust is under a duty to protect the public funds it administers, and to this end may use the information you have provided on this form for the prevention and detection of fraud. It may also share this information with other bodies responsible for auditing or administering public funds for these purposes.

    The European General Data Protection Regulations enhances individuals' rights and safeguards all of their data in place under the DPA. Please click here to see how and why we store your information.

    Find us on social media, we're on: Facebook, Twitter, Instagram, and LinkedIn

    Employer certification / accreditation badges Documents to download
  • Job Description (PDF, 446.7KB)
  • Person Specification (PDF, 217.3KB)
  • Apply online now

    Further details / informal visits contact


    Helen McColl

    Job title

    Telecoms Operations Lead

    Email address

    [email protected]

    Telephone number

    023 8120 5812
    If you have problems applying, contact


     If you have problems with the

    online application form please contact Recruitment Support Services Open Monday to Friday 08:30am to 5:30pm


     01629 690826

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