Job responsibilities
Professional Duties
1. To proficiently operate the computer based switchboard covering the full range of operator duties.
2. Monitor the efficient operation of the switchboard service. Collating monthly performance data for quality and auditing purposes.
3. The post holder must deal with any problems that arise, considering the options and consequences, then deciding on the appropriate course of act to take and implementing it.
4. To provide suggestions and changes for the department on the above protocols and procedures that are used within the switchboard department.
5. Assist the Facilities Support Manager in managing the switchboard service to deliver a high quality and cost-effective service that is responsive to the needs of the Trust in line with agreed Trust Policies and Procedures.
6. Liaise with departmental staff (including contracted staff) on-site e.g.; on a regular basis reporting and supporting information around the switchboard services.
7. Attending meetings to discuss switchboard services with key stakeholders.
8. To review and manage all complaints received within the department, take responsibility for analysing to identify trends and ensuring effective processes are in place to implement any resulting change as required.
9. To assist the Facilities Support Manager in the implementation of business continuity plans to ensure safe and effective service delivery.
10. To work as part of a team including taking some share of covering at short notice/bank holidays/weekends/nights.
11. To be prepared and willing to be called in at very short notice, in the event of major incident Participate in switchboard on-call rota, providing support / cover as required Undertake such duties as may be identified or delegated by the Facilities Support Manager (operational) or the Facilities Support Manager (Contracts) for Non Clinical Support Services from time to time following consultation with the post holder.
12. To assist the Facilities Support Manager and communicate on matters concerning all aspects of the switchboard service.
STAFF MANAGEMENT DUTIES
13. To manage all day-to-day aspects of the Switchboard, using initiative and discretion to forward plan and improve the quality and efficiency of the service. To manage staff providing the services. This includes carrying out:
Recruitment and Retention
Induction
Appraisals and developing staff PDPs supported by senior H.R. advisors
Disciplinary and Grievance Hearings
Staff training
Performance and Conduct reviews
Sickness Absence reviews
Attendance monitoring and addressing identified problems, in line with Trust procedures.
14. To produce and manage a complex staff rota for the switchboard team ensuring there is cover 24/7 throughout the whole year. Ensure annual leave is co-ordinated in the interests of the service and cover provided.
15. To create and motivate a team of Switchboard Team Leaders and Operators ensuring staff have the necessary skills and technical abilities required to provide and excellent customer focused service.
16. To ensure effective communication systems exist within the team, including ensuring there are regular team meetings and one to ones.
17. To assess the impact of changes, both to the type of work and activity levels, on staffing and review staff skills and numbers accordingly
Administration
18. Support the Facilities Management team with all departmental administrative workstreams as required.
19. Maintain, manage and arrange where required the Facilities Management Team diaries to ensure sensible planning of commitments and assist in prioritising workload in relation to the current and anticipated workload.
20. Co-ordinate, attend and minute internal and external both sub-group and committee meetings as required. Create, format, prepare and distribute any correspondence, reports, committee papers, Board papers and presentations for and on behalf of the Directorate.
21. Assist with raising purchase orders and processing invoices, in line with the procurement processes and procedures in place.
22. Supporting with tasks associated with the recruitment and selection of new staff: advertisement, inviting candidates for interview, liaising with recruitment, and assisting with induction.
Stakeholder Engagement
23. Play an active role in driving customer service with an emphasis on service improvement and process.
24. Manage and liaise with all key senior stakeholders within the operational delivery process, including but not limited to bed meetings, discharge planners, CSM, Lead nurses, senior nurses and Chief Nurses.
25. Regular liaison with a broad spectrum of multi-disciplined and senior internal and external stakeholders on behalf of Facilities
26. Liaise with external contractors, as required.
Projects
27. Undertake any ad-hoc projects under the supervision of the Facilities Contracts Manager and Head of Facilities, obtaining and analysing information from both internal and external sources.
28. To participate and lead ad-hoc projects as required for the Directorate.
29. Assist Facilities Management with compiling and submitting of ERIC & PAM reports
30. Supporting management with actively seeking to demonstrate quality by developing systems and standards across the Dept.
Finance
31. Monitor contract and SLA financial positions as requested by the Senior Facilities Management team.
32. To assist in the identification and delivery of cost improvement schemes.
33. Responsible for a departmental/designated budget
34. Support with financial duties such as procuring quotes, raising purchase orders/requisition, processing waivers and invoices and liaising, when necessary, with both internal finance and accounts payable departments.
35. To undertake any other duties which is deemed appropriate to the band when requested.
Line Management
36. Line management for the contract monitoring team
37. Lead all aspects of staff management, including recruitment, induction, appraisals/PDPs, training, performance reviews, absence management, and disciplinary/grievance processes
38. Produce and manage a rota to ensure service coverage, balancing leave and operational needs
39. Motivate and support team, ensuring skills, technical ability, and customer service standards are maintained
40. Facilitate effective communication through team meetings, one-to-ones, and feedback
41. To facilitate the personal and professional development of staff. This involves identifying training and development needs, providing suitable development opportunities and evaluating development actions in accordance with the Trusts appraisal and training procedures.
42. To monitor the level and standard of work undertaken by your staff and to guide, coach and advise them as appropriate. Provide briefing prior to and debriefing after all training and development activities.
The above indicated the main duties of the post which may be reviewed considering experience and developments within the service. Any review will be undertaken in conjunction with the post-holder.
The above is not intended to provide an exhaustive list of duties required of the post-holders and will be subject to regular review.
Decisions and judgements
43. The post holder will, in the course of normal duty, be required to make recommendations on areas of non-compliance with the Trusts Health and Safety policies and procedures or compliance with Health and Safety legislation and guidance. These judgements will involve the analysis of situations set against set criteria of Trust Policy or Regulations and may be discussed with a senior member of the Health and Safety Team before progressing with managers and their staff.
44. The post holder will work under regular supervision and within set boundaries, whilst having the freedom to balance and prioritise their workload.
