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Guy's and St Thomas' NHS Foundation Trust

Operations Supervisor

The closing date is 13 August 2025

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Job summary

Do you lead, communicate, and stay calm under pressure? If so, this may be your chance. We are looking for a drivenOperations Supervisor to manage our call centre and switchboard services. This fast-paced environment values every call and has no boring days.

This crucial duty involves:

  • Monitor and assist Team Leaders and front-line staff to answer calls in a swift and professional manner
  • Promote excellent customer service to our patients, staff and visitors
  • Manager service performance, staff rotas and complaint resolution
  • Promote staff growth and well-being
  • Be a key incident response contact and assist with major incident coordination
  • Motivate, coach and mentor your team

You will need:

  • Proven team leadership experience, preferably in a contact centre / switchboard or operational setting
  • A calm, solution-focused mindset, patient-first approach, and excellent leadership qualities
  • Collaboration, constant progress, and professionalism will be valued by your supporting management team. You'll get development opportunities, Trust-wide projects, and the ability to make a difference.

Main duties of the job

As an Operations Supervisor you will provide an effective and efficient service to the Trust by ensuring all calls are answered in a prompt, polite and efficient manner. Supervising all staff in the performance of their duties and ensuring that they are fully trained. Dealing with patient and staff requests and complaints.

The primary objective is to provide:

  • A positive experience for each patient and external contact - every call matters.
  • Professional and high quality customer service to every caller.
  • Effective and timely resolution of all queries received
  • Support to patients and external clients, ensuring that they are welcomed to the Trust.
  • To support the Trust in providing quality care to its patients

As the Operations Supervisor you will lead a team of operational Team Leaders and ensure appropriate operational support is provided to facilitate a high level of service delivery. You will have the operational capability and service knowledge to work alongside your colleagues. You will have leadership and management skills to support Team Leaders and the senior management team.

You will initially be allocated an area of the department (either call centres or switchboard) but will be expected to rotate through the department on a rolling rota once trained to do so. You will participate in a management rota that will include working days, evenings, weekends and public holidays, unless otherwise agreed.

About us

Essentia Group- part of Guy's and St Thomas' NHS Foundation Trust, responsible for non-clinical healthcare services.

Essentia Vision'To be the Estates, Facilities and Capital Management service provider ofchoice, ensuring the safety of patients, visitors and staff across all the health settings we support, each and every day.'Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.o CARING - We will put patients firsto AMBITIOUS - We innovate and strive for excellenceo INCLUSIVE - We respect each other and work collaboratively

Department InformationThe Customer Services department is part of Essentia, responsible for providing excellent telephony service to our customers. We have contact with Patients, staff, the public as a busy Switchboard & Call Centre we handle in excess of 160,000 calls a month. We also outsource our services providing call answering and message handling services.We have many years of telephony experience with a skilled and dedicated team working to improve the patient experience. All staff within Customer Services will provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to ourpatients, staff and other stakeholders. We are also responsible for all the call centres within the Trust and assist them with any technical or customer service related issues.

Details

Date posted

06 August 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£37,259 to £45,356 a year p.a inclusive of HCA (pro rata)

Contract

Permanent

Working pattern

Full-time

Reference number

196-ESS1624-Y

Job locations

St Thomas

London

SE1 7EH


Job description

Job responsibilities

Duties and Responsibilities

Operational and Technical Duties

Support Team Leaders in the resolution of service user complaints

Ensure the day to day supervision of the Team Leaders, including work allocation and the monitoring of the service provision

Support Team Leaders with any service requests

Monitor service performance ensuring adherence to Key Performance indicators; escalating any identified issues to senior managers.

To supervise and assist the Team Leaders and call Centre Operators and in the first instance deal with any requests or complaints.

Ensure effective rota management by reviewing and implementing advanced rotas to facilitate service delivery; including dealing with planned and emergency annual leave requests.

Staff Management

Manager HR transactions in relation to absences and staff welfare; providing coaching and mentoring support to team leaders as required.

Conduct Personal Development Reviews with immediate reports.

Participate in disciplinary and/or capability meeting

Provide full Line Management support to Team Leaders and offer wider support to front line staff

Other

Investigate complaints and report findings along with recommendations for improvements to Senior managers

Support the quality team to implement training plans within a pre-determined framework supporting staff to be competent to carry out their duties.

Manage and report technology and equipment faults; escalating to senior managers when necessary and manage any technical issues when on site.

Assist with recruitment and selection of new staff.

Deliver department team briefings to staffing groups

To pass information accurately to the Senior Supervisor/Manager.

To ensure Health & Safety at work procedures are observed.

To assist the Manager with daily office duties as & when required.

Be operationally capable to support operators/call assessors as & when necessary.

Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff; being able to run bleep log reports as required.

Responsible for ensuring ALL contact details of Trust staff are kept up to date.

To oversee a Major Incident in the absence of the Senior Supervisor/Telecoms Manager, giving staff clear direction and instructions.

Incident Management

Assume the operational commander role in a major incident scenario ensuring all appropriate actions are taken in line with agreed processes; providing staff with clear leadership.

This job description is an outline of the general areas of activity for this post and will be amended in light of the changing needs of the organisation. Any amendment or review will be in conjunction with the post holder.

You may be required to work on any location owned or served by the Trust, either on a temporary or ongoing basis, according to operational requirements and the performance of your duties.

PERSON SPECIFICATION

Qualifications/ Education

  • Ideally degree qualified or equivalent experience.
  • Management qualification
  • NVQ Customer Service

Previous Experience

  • Experience of using internal and external bleep systems
  • Proven and In Depth technical experience of Supervising a Call Centre/ large switchboard
  • Proven experience of managing large multi-disciplinary teams
  • Experience in developing service based operational standards and procedures associated with the use of a service desk tool.
  • Experiencing with working in a telephony environment, preferably within NHS

Skills / Knowledge / Ability

  • Able to communicate clearly and effectively with all cultures.
  • Able to work as part of a team
  • Able to remain calm and efficient in an emergency
  • Leadership Skills
  • A genuine interest in the provision of a quality customer service function
  • Able to use own initiative
  • Able to empathise with callers
  • Able to work independently and take responsibility for day to day workload.
  • Able to communicate effectively in writing and to deal with confidential information appropriately
  • Able to work flexibly including overtime, sometimes at short notice to ensure the switchboard is operated at all times
  • Able to develop a team spirit and motivate staff
  • Need to have IT skills including: Outlook, Excel and Word
  • Able to absorb information quickly
  • Awareness of equal opportunities and diversity to translate these Trust commitments into practise

Additional Information

Participate in management rota to include evening and weekend working

Able to work at any of the Trust sites or any sites the Trust serves

Duties and Responsibilities

Operational and Technical Duties

Support Team Leaders in the resolution of service user complaints

Ensure the day to day supervision of the Team Leaders, including work allocation and the monitoring of the service provision

Support Team Leaders with any service requests

Monitor service performance ensuring adherence to Key Performance indicators; escalating any identified issues to senior managers.

To supervise and assist the Team Leaders and call Centre Operators and in the first instance deal with any requests or complaints.

Ensure effective rota management by reviewing and implementing advanced rotas to facilitate service delivery; including dealing with planned and emergency annual leave requests.

Staff Management

Manager HR transactions in relation to absences and staff welfare; providing coaching and mentoring support to team leaders as required.

Conduct Personal Development Reviews with immediate reports.

Participate in disciplinary and/or capability meeting

Provide full Line Management support to Team Leaders and offer wider support to front line staff

Other

Investigate complaints and report findings along with recommendations for improvements to Senior managers

Support the quality team to implement training plans within a pre-determined framework supporting staff to be competent to carry out their duties.

Manage and report technology and equipment faults; escalating to senior managers when necessary and manage any technical issues when on site.

Assist with recruitment and selection of new staff.

Deliver department team briefings to staffing groups

To pass information accurately to the Senior Supervisor/Manager.

To ensure Health & Safety at work procedures are observed.

To assist the Manager with daily office duties as & when required.

Be operationally capable to support operators/call assessors as & when necessary.

Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff; being able to run bleep log reports as required.

Responsible for ensuring ALL contact details of Trust staff are kept up to date.

To oversee a Major Incident in the absence of the Senior Supervisor/Telecoms Manager, giving staff clear direction and instructions.

Incident Management

Assume the operational commander role in a major incident scenario ensuring all appropriate actions are taken in line with agreed processes; providing staff with clear leadership.

This job description is an outline of the general areas of activity for this post and will be amended in light of the changing needs of the organisation. Any amendment or review will be in conjunction with the post holder.

You may be required to work on any location owned or served by the Trust, either on a temporary or ongoing basis, according to operational requirements and the performance of your duties.

PERSON SPECIFICATION

Qualifications/ Education

  • Ideally degree qualified or equivalent experience.
  • Management qualification
  • NVQ Customer Service

Previous Experience

  • Experience of using internal and external bleep systems
  • Proven and In Depth technical experience of Supervising a Call Centre/ large switchboard
  • Proven experience of managing large multi-disciplinary teams
  • Experience in developing service based operational standards and procedures associated with the use of a service desk tool.
  • Experiencing with working in a telephony environment, preferably within NHS

Skills / Knowledge / Ability

  • Able to communicate clearly and effectively with all cultures.
  • Able to work as part of a team
  • Able to remain calm and efficient in an emergency
  • Leadership Skills
  • A genuine interest in the provision of a quality customer service function
  • Able to use own initiative
  • Able to empathise with callers
  • Able to work independently and take responsibility for day to day workload.
  • Able to communicate effectively in writing and to deal with confidential information appropriately
  • Able to work flexibly including overtime, sometimes at short notice to ensure the switchboard is operated at all times
  • Able to develop a team spirit and motivate staff
  • Need to have IT skills including: Outlook, Excel and Word
  • Able to absorb information quickly
  • Awareness of equal opportunities and diversity to translate these Trust commitments into practise

Additional Information

Participate in management rota to include evening and weekend working

Able to work at any of the Trust sites or any sites the Trust serves

Job description

Job responsibilities

Duties and Responsibilities

Operational and Technical Duties

Support Team Leaders in the resolution of service user complaints

Ensure the day to day supervision of the Team Leaders, including work allocation and the monitoring of the service provision

Support Team Leaders with any service requests

Monitor service performance ensuring adherence to Key Performance indicators; escalating any identified issues to senior managers.

To supervise and assist the Team Leaders and call Centre Operators and in the first instance deal with any requests or complaints.

Ensure effective rota management by reviewing and implementing advanced rotas to facilitate service delivery; including dealing with planned and emergency annual leave requests.

Staff Management

Manager HR transactions in relation to absences and staff welfare; providing coaching and mentoring support to team leaders as required.

Conduct Personal Development Reviews with immediate reports.

Participate in disciplinary and/or capability meeting

Provide full Line Management support to Team Leaders and offer wider support to front line staff

Other

Investigate complaints and report findings along with recommendations for improvements to Senior managers

Support the quality team to implement training plans within a pre-determined framework supporting staff to be competent to carry out their duties.

Manage and report technology and equipment faults; escalating to senior managers when necessary and manage any technical issues when on site.

Assist with recruitment and selection of new staff.

Deliver department team briefings to staffing groups

To pass information accurately to the Senior Supervisor/Manager.

To ensure Health & Safety at work procedures are observed.

To assist the Manager with daily office duties as & when required.

Be operationally capable to support operators/call assessors as & when necessary.

Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff; being able to run bleep log reports as required.

Responsible for ensuring ALL contact details of Trust staff are kept up to date.

To oversee a Major Incident in the absence of the Senior Supervisor/Telecoms Manager, giving staff clear direction and instructions.

Incident Management

Assume the operational commander role in a major incident scenario ensuring all appropriate actions are taken in line with agreed processes; providing staff with clear leadership.

This job description is an outline of the general areas of activity for this post and will be amended in light of the changing needs of the organisation. Any amendment or review will be in conjunction with the post holder.

You may be required to work on any location owned or served by the Trust, either on a temporary or ongoing basis, according to operational requirements and the performance of your duties.

PERSON SPECIFICATION

Qualifications/ Education

  • Ideally degree qualified or equivalent experience.
  • Management qualification
  • NVQ Customer Service

Previous Experience

  • Experience of using internal and external bleep systems
  • Proven and In Depth technical experience of Supervising a Call Centre/ large switchboard
  • Proven experience of managing large multi-disciplinary teams
  • Experience in developing service based operational standards and procedures associated with the use of a service desk tool.
  • Experiencing with working in a telephony environment, preferably within NHS

Skills / Knowledge / Ability

  • Able to communicate clearly and effectively with all cultures.
  • Able to work as part of a team
  • Able to remain calm and efficient in an emergency
  • Leadership Skills
  • A genuine interest in the provision of a quality customer service function
  • Able to use own initiative
  • Able to empathise with callers
  • Able to work independently and take responsibility for day to day workload.
  • Able to communicate effectively in writing and to deal with confidential information appropriately
  • Able to work flexibly including overtime, sometimes at short notice to ensure the switchboard is operated at all times
  • Able to develop a team spirit and motivate staff
  • Need to have IT skills including: Outlook, Excel and Word
  • Able to absorb information quickly
  • Awareness of equal opportunities and diversity to translate these Trust commitments into practise

Additional Information

Participate in management rota to include evening and weekend working

Able to work at any of the Trust sites or any sites the Trust serves

Duties and Responsibilities

Operational and Technical Duties

Support Team Leaders in the resolution of service user complaints

Ensure the day to day supervision of the Team Leaders, including work allocation and the monitoring of the service provision

Support Team Leaders with any service requests

Monitor service performance ensuring adherence to Key Performance indicators; escalating any identified issues to senior managers.

To supervise and assist the Team Leaders and call Centre Operators and in the first instance deal with any requests or complaints.

Ensure effective rota management by reviewing and implementing advanced rotas to facilitate service delivery; including dealing with planned and emergency annual leave requests.

Staff Management

Manager HR transactions in relation to absences and staff welfare; providing coaching and mentoring support to team leaders as required.

Conduct Personal Development Reviews with immediate reports.

Participate in disciplinary and/or capability meeting

Provide full Line Management support to Team Leaders and offer wider support to front line staff

Other

Investigate complaints and report findings along with recommendations for improvements to Senior managers

Support the quality team to implement training plans within a pre-determined framework supporting staff to be competent to carry out their duties.

Manage and report technology and equipment faults; escalating to senior managers when necessary and manage any technical issues when on site.

Assist with recruitment and selection of new staff.

Deliver department team briefings to staffing groups

To pass information accurately to the Senior Supervisor/Manager.

To ensure Health & Safety at work procedures are observed.

To assist the Manager with daily office duties as & when required.

Be operationally capable to support operators/call assessors as & when necessary.

Responsible for issuing bleeps & pagers and ensuring information is current & available for the switchboard staff; being able to run bleep log reports as required.

Responsible for ensuring ALL contact details of Trust staff are kept up to date.

To oversee a Major Incident in the absence of the Senior Supervisor/Telecoms Manager, giving staff clear direction and instructions.

Incident Management

Assume the operational commander role in a major incident scenario ensuring all appropriate actions are taken in line with agreed processes; providing staff with clear leadership.

This job description is an outline of the general areas of activity for this post and will be amended in light of the changing needs of the organisation. Any amendment or review will be in conjunction with the post holder.

You may be required to work on any location owned or served by the Trust, either on a temporary or ongoing basis, according to operational requirements and the performance of your duties.

PERSON SPECIFICATION

Qualifications/ Education

  • Ideally degree qualified or equivalent experience.
  • Management qualification
  • NVQ Customer Service

Previous Experience

  • Experience of using internal and external bleep systems
  • Proven and In Depth technical experience of Supervising a Call Centre/ large switchboard
  • Proven experience of managing large multi-disciplinary teams
  • Experience in developing service based operational standards and procedures associated with the use of a service desk tool.
  • Experiencing with working in a telephony environment, preferably within NHS

Skills / Knowledge / Ability

  • Able to communicate clearly and effectively with all cultures.
  • Able to work as part of a team
  • Able to remain calm and efficient in an emergency
  • Leadership Skills
  • A genuine interest in the provision of a quality customer service function
  • Able to use own initiative
  • Able to empathise with callers
  • Able to work independently and take responsibility for day to day workload.
  • Able to communicate effectively in writing and to deal with confidential information appropriately
  • Able to work flexibly including overtime, sometimes at short notice to ensure the switchboard is operated at all times
  • Able to develop a team spirit and motivate staff
  • Need to have IT skills including: Outlook, Excel and Word
  • Able to absorb information quickly
  • Awareness of equal opportunities and diversity to translate these Trust commitments into practise

Additional Information

Participate in management rota to include evening and weekend working

Able to work at any of the Trust sites or any sites the Trust serves

Person Specification

Qualifications

Essential

  • Ideally degree qualified or equivalent experience
  • Management qualification

Desirable

  • NVQ Customer Services

Experience

Essential

  • Proven experience of managing large multi-disciplinary teams
  • Proven and In Depth technical experience of Supervising a Call Centre/ large switchboard

Desirable

  • Experiencing with working in a telephony environment, preferably within NHS

Skills

Essential

  • Able to work as part of a team and remain calm and efficient in an emergency
  • Leadership Skills, use own initiative and develop a team spirit and motivate staff
  • Able to work flexibly including overtime, sometimes at short notice to ensure the switchboard is operated at all times
  • Able to work independently and take responsibility for day to day workload.
  • Need to have IT skills including: Outlook, Excel and Word
  • Able to communicate effectively in writing and to deal with confidential information appropriately

Additional

Essential

  • Participate in management rota to include evening and weekend working
  • Able to work at any of the Trust sites or any sites the Trust serves
Person Specification

Qualifications

Essential

  • Ideally degree qualified or equivalent experience
  • Management qualification

Desirable

  • NVQ Customer Services

Experience

Essential

  • Proven experience of managing large multi-disciplinary teams
  • Proven and In Depth technical experience of Supervising a Call Centre/ large switchboard

Desirable

  • Experiencing with working in a telephony environment, preferably within NHS

Skills

Essential

  • Able to work as part of a team and remain calm and efficient in an emergency
  • Leadership Skills, use own initiative and develop a team spirit and motivate staff
  • Able to work flexibly including overtime, sometimes at short notice to ensure the switchboard is operated at all times
  • Able to work independently and take responsibility for day to day workload.
  • Need to have IT skills including: Outlook, Excel and Word
  • Able to communicate effectively in writing and to deal with confidential information appropriately

Additional

Essential

  • Participate in management rota to include evening and weekend working
  • Able to work at any of the Trust sites or any sites the Trust serves

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.

Certificate of Sponsorship

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust

Address

St Thomas

London

SE1 7EH


Employer's website

https://www.guysandstthomas.nhs.uk/careers/careers.aspx (Opens in a new tab)

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust

Address

St Thomas

London

SE1 7EH


Employer's website

https://www.guysandstthomas.nhs.uk/careers/careers.aspx (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Operations Lead

Urszula Wasilczuk

u.wasilczuk@nhs.net

02071886506

Details

Date posted

06 August 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£37,259 to £45,356 a year p.a inclusive of HCA (pro rata)

Contract

Permanent

Working pattern

Full-time

Reference number

196-ESS1624-Y

Job locations

St Thomas

London

SE1 7EH


Supporting documents

Privacy notice

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