Head of Telecommunications

Job description

Job responsibilities

Be the lead person within the Trust in all matters relating to the delivery of the services. To report at divisional level communication issues if required

Manage the department in such a way that constantly maintains the integrity of, and confidence in, the services and systems

Assist in the creation of business cases relating to any alteration or improvement affecting service delivery or departmental staffing

Manage the relationship with key suppliers to ensure they deliver in accordance with the Trust needs and subject to their contracts

Be responsible for telecommunications emergency planning for both internal and external incidents. Manage and co-ordinate the relevant services required in the event of a major incident

Accurately measure and continually improve performance. Make recommendations or provide solutions to improve performance

Identify medium/long term issues and make recommendations to address such

Act as project manager responsible for any change process or development identified as a result of a service review. Undertake any projects relevant to the services

Develop and maintain services and policies that will support the current and future developments within the Trust

Manage faults and problems through to resolution. Prioritise the seriousness of failures and take relevant action to ensure normal service is resumed as soon as possible

Assess installation/change requests from users and allocate/organise these to be undertaken promptly

Communication

To ensure a highly motivated and efficient workforce whose prime interest is in helping the trust staff care for its patients.

To be able to understand and communicate complex information and pass this on accurately to the department management team.

Answer and deal with customer queries in a professional manner.

Communicate with Patients, Relatives, Visitors, GPs and all hospital staff, medical and ancillary, effectively, politely and with courtesy.

Ensure all calls received by the Communications Operatives are handled in a polite, efficient and helpful manner.

Provide regular data reports and returns concerning daily activity of the call centre to the IT Performance and Quality Team

Service Delivery and Improvement

Identify areas of poor performance and implement/advise action to counteract these

Establish an efficient method of identifying individual use and implement a robust and timely system to recharge for that use

Ensure that the department meets its financial and business planning responsibilities

People Management and Development

Manage the relevant teams of staff responsible for delivering the services in accordance with Trust standards including recruitment, appraisals, training, development, induction, disciplinary procedures, sickness and absence management

Ensure the activities of the team are properly co-ordinated and that resources are adequately identified and managed

Ensure all staff are trained to a high level of customer care and that their progress is monitored on a regular basis

The post holder is required to participate in the Trust appraisal process and work towards meeting identified development needs.

Patient Care Delivery

Ensure that all Emergency calls are handled efficiently and calmly

Person Specification

Experience and Qualifications

Essential

• NVQ Level 5 / degree (or knowledge and experience equivalent to) in communication, computer or business studies
• Specialist training in telecommunications systems
• At least 10 years experience managing a large and complex telecommunications centre.
• A thorough understanding of the principles of procurement, contract negotiations and contract management

Desirable

• Good technical skills in relation to call centre systems

Skills and ED&I

Essential

• Evidence of having championed diversity in previous roles (as appropriate to role).
• Evidence of having undertaken own development to improve understanding of equalities issues

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

University Hospitals Sussex NHS Foundation Trust (279)

Address

Brighton / Haywards Heath

Brighton / Haywards Heath

BN2 5BE

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)