Switchboard Supervisor

Serco; York and North Yorkshire, Middlesbrough; On-site; GBP 21,000 - 26,000; Full time

Job description

Select how often (in days) to receive an alert:

Middlesbrough, North Yorkshire, GB, TS4 3BW

Contract Type: Full Time

Job Advertisement:

Switchboard Supervisor

James Cook University Hospital, Middlesbrough, TS4 3BW

Full time, 37.5 hours per week, based on a 2-week rota. 8am-8pm. Week 1, Mon/Tues/Sat/Sun. Week 2, Weds/Thurs/Fri

Salary: up to £25,674.00 depending on experience, plus Serco benefits

Key purpose:

To supervise the delivery of the switchboard and reception service in a high quality, efficient and cost-effective manner that meets the needs of the Trust patients, staff and visitors.

Main Accountabilities:

• To ensure that all switchboard functions are undertaken in a professional, competent and safe manner.
• Implement and comply with the Company's policies and procedures to ensure efficient and effective service delivery.
• Ensure full service compliance with the ISO 9002 procedures and meets performance standards.
• Operate all services within agreed financial budgets.
• Assist the Corporate Team Leader in the organising and planning of work within the switchboard and reception services in the most efficient and cost-effective way.
• Monitor service delivery to ensure compliance with agreed performance standards.
• Assist in ensuring the switchboard and reception team carry out their duties with due regard to policies and procedures.
• Ensure the availability of adequate resource within the switchboard and reception department.
• Ensure safe working practices are always maintained.
• Ensure statutory and mandatory training requirements are met.
• Identify training and development needs of switchboard and reception personnel and carry out training as necessary.
• The supervision of all switchboard and reception staff.
• Authorise staff annual cover for absenteeism and sick leave.
• Liaise with facilities management, clinical staff, Trust and trade union representatives.
• Cooperate with police, fire and other emergency services as appropriate.
• Advise the Corporate Team Leader Hotel Services Manager of any issues associated with the switchboard and reception services.
• Promote positive feedback from clients internal and external of the hospital site regarding service delivery.
• Be proactive in terms of service development to further enhance performance standards.
• Ensure effective emergency procedures are in place.
• The supervision of equipment and operations.
• Ensure all equipment is inspected on a regular basis in line with a planned programme.
• Assist the Performance Manager with the out of hours helpdesk.

What you’ll need to do the role:

• Good standard of education.
• Good literacy and writing skills.
• Ability to provide an excellent level of customer service.
• Ability to supervise high volumes.
• Professional approach.
• Computer literate.
• A good knowledge of health & safety.
• Supervisor experience.
• NVQ qualification or equivalent.
• Understand the importance of meeting Key Performance Indicators to a required standard.
• Adaptable and flexible approach.
• Ability to work well as part of a team.

Why Serco?

Meaningful and vital work: Working within a Hospital at Serco means that you’ll play a critical role in ensuring that patients continue to receive the support that they need 24/7.
A world of opportunity: It takes a diverse team to support a hospital and we’re big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you’ll find all the opportunity you need to evolve your career.
Great people: Hospitals are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.

What we offer:

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leaders and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.