Job summary
The CENCOM Team Leader is responsible for the day-to-day management of the Switchboard Operators, to provide an efficient and effective Switchboard service for patients, staff, and visitors' The Switchboard service operates 24 hours a day, 7 days a week. The CENCOM Team Leader is crucial in providing support and leadership to the Switchboard team and the role includes a wide range of technical skills required to carry out the job competently.
Main duties of the job
To ensure all incoming calls to the Trust Switchboard are answered in a prompt, efficient and helpful manner and connected to the required department.
Investigating all complaints received to the Switchboard (internal as well as external).
To be responsible for managing all Switchboard Operators and, the allocation of duties ensuring the Switchboard rota is covered 24/7. This will also include covering shifts as and when required to ensure full service is maintained.
To respond effectively to all major incident and emergency situations, ensuring all communications are maintained and requests carried out.
To respond to all internal bleep failures ensuring Site Managers contacted in line with written procedures.
To carry out staff appraisals and personal development plans using the Trust appraisal system to monitor and record progress.
To be responsible for carrying out regular routine emergency tests where and when necessary (e.g. Cardiac arrest and Fire) and record and report all faults following the correct procedure.
To monitor all alarm systems and follow the procedure in the event of an activation (e.g. Fire, Blood Bank, Medical Gasses etc). Record and report all faults following the correct procedure.
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trustbelieves that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Job description
Job responsibilities
- To ensure all incoming calls to the Trust Switchboard are answered in a prompt, efficient and helpful manner and connected to the required department.
- To ensure all internal calls to the Switchboard are answered in a prompt, efficient and helpful manner and actioned appropriately.
- Investigating all complaints received to the Switchboard (internal as well as external).
- To be responsible for managing all Switchboard Operators and, the allocation of duties ensuring the Switchboard rota is covered 24/7. This will also include covering shifts as and when required to ensure full service is maintained.
- To be responsible for the efficient and effective use of staffing resources, ensuring that adequate cover is provided for the Switchboard within the designated budget.
- To respond effectively to all major incident and emergency situations, ensuring all communications are maintained and requests carried out.
- To respond to all internal bleep failures ensuring Site Managers contacted in line with written procedures.
- To develop and implement a training programme for each individual operator. Providing on the job training to staff within the Switchboard for some IT systems, ensuring that all staff receive refresher training.
- To carry out staff appraisals and personal development plans using the Trust appraisal system to monitor and record progress.
- To be responsible for carrying out regular routine emergency tests where and when necessary (e.g. Cardiac arrest and Fire) and record and report all faults following the correct procedure.
- To monitor all alarm systems and follow the procedure in the event of an activation (e.g. Fire, Blood Bank, Medical Gasses etc). Record and report all faults following the correct procedure.
- To be responsible for ensuring all records are updated as changes occur on all systems within the Switchboard (e.g. Names, Numbers, Communications Boards, Bleeps etc).
- To ensure that all Trust policies and procedures within the Switchboard are adhered to.
- Checking of time sheets, authorising of Bank staff to work within the Switchboard.
- To monitor/mange sickness levels within the CENCOM department ensuring appropriate action is taken in line with the Trust Sickness Absence policy.
- To ensure the CENCOM department is adequately stocked for the day to day running needs and in line with departmental budget.
- To monitor performance of all areas within CENCOM.
- Assisting the Facilities Support Manager in the selection and recruitment of Switchboard staff through TRACs shortlisting and interviewing.
- To undertake any duties as directed by the Facilities Support Manager relevant to the post.
- To act as deputy for the Facilities Support Manager, attending Senior Management Meetings. Managing team members in accordance with trust guidelines and operational policies and procedures.
Job description
Job responsibilities
- To ensure all incoming calls to the Trust Switchboard are answered in a prompt, efficient and helpful manner and connected to the required department.
- To ensure all internal calls to the Switchboard are answered in a prompt, efficient and helpful manner and actioned appropriately.
- Investigating all complaints received to the Switchboard (internal as well as external).
- To be responsible for managing all Switchboard Operators and, the allocation of duties ensuring the Switchboard rota is covered 24/7. This will also include covering shifts as and when required to ensure full service is maintained.
- To be responsible for the efficient and effective use of staffing resources, ensuring that adequate cover is provided for the Switchboard within the designated budget.
- To respond effectively to all major incident and emergency situations, ensuring all communications are maintained and requests carried out.
- To respond to all internal bleep failures ensuring Site Managers contacted in line with written procedures.
- To develop and implement a training programme for each individual operator. Providing on the job training to staff within the Switchboard for some IT systems, ensuring that all staff receive refresher training.
- To carry out staff appraisals and personal development plans using the Trust appraisal system to monitor and record progress.
- To be responsible for carrying out regular routine emergency tests where and when necessary (e.g. Cardiac arrest and Fire) and record and report all faults following the correct procedure.
- To monitor all alarm systems and follow the procedure in the event of an activation (e.g. Fire, Blood Bank, Medical Gasses etc). Record and report all faults following the correct procedure.
- To be responsible for ensuring all records are updated as changes occur on all systems within the Switchboard (e.g. Names, Numbers, Communications Boards, Bleeps etc).
- To ensure that all Trust policies and procedures within the Switchboard are adhered to.
- Checking of time sheets, authorising of Bank staff to work within the Switchboard.
- To monitor/mange sickness levels within the CENCOM department ensuring appropriate action is taken in line with the Trust Sickness Absence policy.
- To ensure the CENCOM department is adequately stocked for the day to day running needs and in line with departmental budget.
- To monitor performance of all areas within CENCOM.
- Assisting the Facilities Support Manager in the selection and recruitment of Switchboard staff through TRACs shortlisting and interviewing.
- To undertake any duties as directed by the Facilities Support Manager relevant to the post.
- To act as deputy for the Facilities Support Manager, attending Senior Management Meetings. Managing team members in accordance with trust guidelines and operational policies and procedures.
Person Specification
Education/ Qualifications
Essential
- Degree Educated or Relevant Management Experience
Skills & Abilities
Essential
- Excellent level of English (written and spoken)
- Excellent Communications Skills
- Computer Literate
- Ability to Work Under Pressure
Desirable
- Previous Management Experience of Working on a Switchboard
- Previous Experience of Working Within a Hospital Environment.
- Ability to Manage Conflict and Stressful Situations
- Ability to Motivate, Influence and Lead Teams of Staff
- Previous Knowledge of ISDX Switchboard or Communications/Telephone systems
Personal Qualities
Essential
- Effective Communicator
- Ability to Work as Part of a Team.
- Customer Focused
- Ability to Build Good Working Relationships with Staff at all Levels.
- Ability to Take and Communicate Tough Decisions.
Person Specification
Education/ Qualifications
Essential
- Degree Educated or Relevant Management Experience
Skills & Abilities
Essential
- Excellent level of English (written and spoken)
- Excellent Communications Skills
- Computer Literate
- Ability to Work Under Pressure
Desirable
- Previous Management Experience of Working on a Switchboard
- Previous Experience of Working Within a Hospital Environment.
- Ability to Manage Conflict and Stressful Situations
- Ability to Motivate, Influence and Lead Teams of Staff
- Previous Knowledge of ISDX Switchboard or Communications/Telephone systems
Personal Qualities
Essential
- Effective Communicator
- Ability to Work as Part of a Team.
- Customer Focused
- Ability to Build Good Working Relationships with Staff at all Levels.
- Ability to Take and Communicate Tough Decisions.
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.
