Switchboard Supervisor
The closing date is 02 June 2026
The post holder is the first point of contact for London North West Hospitals through the Trust's switchboard. As the supervisor, the role involves being an ambassador for the Trust and managing a small team of Switchboard Operators.
Key responsibilities include:
* Supervising and training switchboard operators, conducting supervision meetings, and supporting performance appraisals.
* Managing staffing rosters, approving annual leave, and covering vacant shifts.
* Monitoring and reporting service levels, call response times and volumes, and producing relevant reports.
* Responding to emergency calls (medical crash teams, on‑call staff, fire services, alarms, etc.) in a timely manner.
* Assisting the Switchboard Manager with information system development, new policies and procedures, and continuity training.
* Maintaining on‑call roster information and logging faults.
Qualifications and experience:
* Experience managing staff in a contact centre environment.
* Experience as a switchboard operator.
* Minimum 1 year of supervising in a customer service environment.
* Extensive experience handling calls from distressed or bereaved people or in emergency situations.
Skills, abilities and attributes:
* Strong leadership and team management skills.
* Ability to work on own initiative and as part of a team.
Disclosure and Barring Service Check:
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.
London North West University Healthcare NHS Trust
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