Job Summary
The Switchboard Supervisor is responsible for overseeing the daily operations of the switchboard team, ensuring efficient and professional handling of all incoming and outgoing communications. This role involves managing staff, maintaining communication systems and delivering excellent customer service in a fast-paced environment. The supervisor acts as a key point of contact for escalations and ensures that service standards are consistently met.
Full Time (37.5 hours) - 700am-1500pm, 900am-1700pm, 1400pm-2200pm & 2200pm-0700am*
This is subject to change as due to staff sickness or vacancies.Candidates must be flexible and able to commit to a varied shift pattern.This can include weekends, unsocial hours and public holidays including Christmas.
Please note this job will attract GMS Terms and Conditions of Service (TCS)
Please see attached TCS for reference
Main duties of the job
Supervise and coordinate the activities of the switchboard operators
Ensure timely and accurate handling of all calls and messages
Monitor switchboard performance and implement improvements
Provide training and support to switchboard staff
Manage shift schedules and staffing levels to maintain coverage
Handle escalated calls and resolve issues promptly
Maintain and troubleshoot switchboard equipment and software
Liaise with other departments to ensure smooth communication flow
Prepare reports on switchboard activity and performance metrics
Ensure compliance with organizational policies and data protection regulations
About Us
Gloucestershire Managed Services (GMS) delivers trusted operational support services to the NHS and healthcare organisations. Our mission is to deliver excellence in service delivery while prioritising safety, innovation, and teamwork. Our core values- Excellence, Integrity, Listening and Inclusivity-create a thriving culture that values people and their contributions. Join us to make a tangible difference to patient care and help build a safer, better future for healthcare facilities.
Details
Date posted
17 February 2026
Pay scheme
Other
Salary
£25,343 to £28,396 a year (pa pro rata if part-time)
Contract
Permanent
Working pattern
Full-time
Reference number
318-26-GMS0108
Job locations
Gloucestershire Royal Hospital
Gloucester
GL1 3NN
Job Description
Job responsibilities
Team Leadership: Lead, motivate and develop a team of switchboard operators to achieve high performance and customer satisfaction.
Operational Management: Oversee switchboard operations, ensuring all calls are answered promptly and routed correctly
Quality Assurance: Monitor call quality and provide feedback and coaching to staff to enhance service delivery
Training & Development: Identify training needs and organize regular training sessions to keep the team updated on procedures and technology
Problem Solving: Act as the first point of contact for resolving complex or sensitive issues that arise on the switchboard
System Maintenance: Collaborate with IT and technical teams to maintain and upgrade switchboard systems
Reporting: Generate and analyse reports on call volumes, response times and other key performance indicators to inform management decisions
Compliance: Ensure all activities comply with relevant regulations, including confidentiality and data protection standards.
Contact Details
Gayan Perera (Switchboard Manager)
/6369
Job Description
Job responsibilities
Team Leadership: Lead, motivate and develop a team of switchboard operators to achieve high performance and customer satisfaction.
Operational Management: Oversee switchboard operations, ensuring all calls are answered promptly and routed correctly
Quality Assurance: Monitor call quality and provide feedback and coaching to staff to enhance service delivery
Training & Development: Identify training needs and organize regular training sessions to keep the team updated on procedures and technology
Problem Solving: Act as the first point of contact for resolving complex or sensitive issues that arise on the switchboard
System Maintenance: Collaborate with IT and technical teams to maintain and upgrade switchboard systems
Reporting: Generate and analyse reports on call volumes, response times and other key performance indicators to inform management decisions
Compliance: Ensure all activities comply with relevant regulations, including confidentiality and data protection standards.
Contact Details
Gayan Perera (Switchboard Manager)
/6369
Person Specification
Essential
Qualifications
IT skills
Good clear spoken telephone manner
English and Maths
Desirable
Telephonist / Call Centre
Customer Service Management
Essential
Experience
Administration skills
Working at times in a pressured environment
Supervisory or team leader experience
Desirable
Telephone/switchboard
Background in customer service or administrative support
Essential
Knowledge/ Skills
Flexible attitude to working
Professional office environment or similar
Organisational skills
Excellent leadership and team management skills
Problem-solving skills
Person Specification
Essential
Flexible attitude to working
Professional office environment or similar
Organisational skills
Excellent leadership and team management skills
Problem-solving skills
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.
Employer details
Employer name
Gloucestershire Managed Services
Address
Gloucestershire Royal Hospital
Gloucester
GL1 3NN
Employer's website
(Opens in a new tab)
Employer details
Employer name
Gloucestershire Managed Services
Address
Gloucestershire Royal Hospital
Gloucester
GL1 3NN
Employer's website
(Opens in a new tab)
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