Job overview
The post holder is responsible for the operational and strategic management of Trust-wide Switchboard & Reception services. This includes the delivery of a safe, responsive and effective 24/7/365 telecommunications service & a seven-day reception service. The role involves line management of Team Leaders and administrative staff, ensuring compliance with workforce, training and performance requirements, and maintaininghigh standards of customer service, governance and operational resilience.
Main duties of the job
Communication
1. Communicate effectively with divisional and senior management, ensuring timely escalation of risks, incidents, service issues.
2. Allocate and coordinate daily operational tasks across switchboard and reception to ensure service continuity.
3. Communicate confidential, sensitive, or contentious information appropriately.
4. Ensure staff are kept informed of Trust developments, service changes, and operational priorities.
Service Delivery and Improvement
5. Manage a 24/7/365 Trust-wide telecommunications service, including switchboard operations, alarms, alerts, emergency systems, and paging.
6. Ensure emergency communication systems are fully operational and faults are escalated and resolved promptly.
7. Monitor service performance (call volumes, response times, system usage) and implement quality improvements.
8. Coordinate new telephone lines, systems, equipment, and network access within agreed timescales.
People Management and Development
9. Manage duties in line with Trust e-rostering processes, including rosters, staff allocation, and workforce planning.
10. Line manage switchboard and reception staff, including recruitment, retention, appraisal, and performance management.
11. Manage sickness absence, annual leave, and workforce issues in line with Trust policies.
12. Identify training needs and ensure compliance with statutory and mandatory training.
13. Motivate, support, and develop staff to maintain high performance and engagement.
Working for our organisation
Working for our organisation
At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
Candidate Pack
Detailed job description and main responsibilities
Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.
If you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.
Please see the attached Job Description and Person Specification, which provide a comprehensive overview of the role, its responsibilities, and the essential and desirable criteria required for this position.
Person specification
Experience and qualifications
Essential criteria
14. Management experience within a customer-facing or telecommunications environment
15. Experience of managing staff, rotas and service delivery
16. Evidence of ongoing professional development
17. Experience of recruitment, appraisal and performance management and knowledge of sickness absence and workforce management processes
Desirable criteria
18. Experience of working at management level within the NHS
19. Knowledge of switchboard or healthcare telecommunications systems
Skills
Essential criteria
20. Evidence of having undertaken own development to improve understanding of equalities issues
21. Excellent communication and interpersonal skills
22. Strong organisational and prioritisation skills
23. Ability to analyse and interpret service and performance data
24. Confident decision-making and problem-solving abilities
25. Good IT skills, including use of Microsoft Office applications
Equality, Diversity, and Inclusion
Essential criteria
26. Evidence of having championed diversity in previous roles (as appropriate to role).
27. Evidence of having undertaken own development to improve understanding of equalities issues
Important information for applicants:
A Note on AI Use in Applications
We value the individuality and authenticity that each candidate brings to the application process. While AI tools are increasingly accessible, we strongly discourage their use in completing your application. Your responses should reflect your own voice, experiences, and motivations—elements that are essential to a fair and accurate evaluation.
Applications that rely heavily on AI-generated content may misrepresent your abilities and could result in your application being rejected. We encourage you to take the time to present your genuine self, as this helps us better understand your potential and ensures a transparent selection process.
Closing Adverts Early: In the event of exceptional interest, we may close adverts earlier than specified.
Some of our adverts are capped for a limited number of applications; therefore, the advert will close once the cap has been reached. We therefore encourage you to submit your application as soon as possible if you are interested in the position to prevent you from missing out on applying for the opportunity.
Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.
DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check. We make offers in line with the Rehabilitation of Offenders Act 1975.
Skilled Worker Visa: Applications for Skilled Worker sponsorship are welcome for the roles that meet the Visa and Immigrations eligibility criteria. For further information please visit the gov.uk website searching for Skilled Worker. It is your responsibility as the applicant to ensure that you meet this criteria.
UHSussex reserves the right to close the role early if we receive a high volume of applications