We want talented and enthusiastic people from all backgrounds to join #TeamMWL, with us you can learn, grow and develop yourself and your career, realising your true ambitions and aspirations.
Whatever you’re looking for in your career, you’ll find it here at MWL.
After applying via NHS Jobs, your submitted application will be imported into our preferred Third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. By applying for this post you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.
Job overview
An exciting opportunity has arisen for a Switchboard Team Leader to join our Estates and Facilitates Team!
A Southport Hospital switchboard team leader manages the hospital's primary telecommunications and communication services, overseeing the telephonists who are the first point of contact for calls, ensuring efficient handling of emergency procedures like cardiac arrests, coordinating paging and radio systems, and training staff to maintain continuous, high-quality service.
The role involves leadership to inspire the team, assisting callers with queries, maintaining professional communication with staff and the public, and ensuring all emergency policies are followed correctly.
Main duties of the job
* To organise, develop and improve Telecommunications Services throughout the Trust
* Promote within and on behalf of the Telecommunications Department, excellent public relations with patients, visitors and staff as well as members of the public.
* Provide advice to service users to ensure that they obtain the maximum support from the service.
* Co-ordinate and maintain all activity records and fulfil routine administrative duties.
* Ensure efficient, cost-effective management of all Telecommunication services.
* Ensure compliance with the Trust Quality Strategy
Working for our organisation
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
* Rated Outstanding by CQC Inspection August 2018
* Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
* National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Detailed job description and main responsibilities
Operational Management
* Organise and plan own work routine.
* Liaison with relevant suppliers of communication equipment for maintenance purposes.
* Assist with the testing of fall-back equipment and associated procedures. Provide advice and guidance on the specialised procedures, Major Incident, Cardiac Arrest, Fire alarms, General Alarms, Bomb Scares.
* Maintain and monitor all on-site Ascom’s, long range pagers and mobile telephony and keep an up-to-date register of all holders.
* Input information into the computer systems as required Involvement in the review of departmental work instructions and procedures.
* Enforce compliance with the Waste Management Policy to meet changing requirements as segregation requirements increase.
* Work with the Accommodation department to enable a smooth changeover of tenants within the residential accommodation and assist with day-to-day problems.
* To cover switchboard duties in times of need (24hr service).
* Lead, implement and deliver into Facilities operational procedures and services the Trust agreed Sustainability and Carbon Reduction Strategy
Staff/ Training
* Dissemination of information to staff e.g. team brief, new work procedures.
* To attend training courses as required and participate in annual refresher sessions in accordance with own Personal Development Review.
* Conduct personal development reviews within own team.
* Conduct informal counselling when required.
* Take staff through the disciplinary procedure when appropriate.
* Manage the sickness absence process in line with Trust policy
* Annually train and update staff on departmental operational and H&S procedures liaising with the Monitoring and Training Manger.
* Ensure compliance with all targets in relation to Mandatory Training and PDRs for the Communication service team.
* Carry out competency/ capability reviews with new and existing staff
Leadership
* Provide effective and motivational leadership to the team.
* Provide guidance and a knowledge base for new and existing staff.
* Involvement in the recruitment, selection and interview process
Quality
* Ensure compliance with Facilities Management standards Ensure compliance with the Trust Quality Strategy 2012/15 and operational policies as appropriate
* Ensure effective delivery of services to service users and customers.
Risk
* Ensure all staff observe legal requirements
* Responsible for the safe use of all equipment
* Carry out Risk assessments, Manual Handling Assessments and COSHH assessments.
* Ensure compliance and operational observance of safe working practices as detailed in all aspects of risk management
Finance/ Planning and Organisation
* To ensure economical use of all the Trust resources
* Maintain and monitor stock levels to meet the demands of the service
* Arrange cover when staff shortages occur within the constraints of the budget as required
* Completion of Staff variation lists as appropriate ensuring timely submission
* Monitor staff attendance and requirements for additional hours.
Person specification
Qualifications
* NVQ Level 2 Supervisory Management or equivalent experience
* NVQ Level 2 Customer Service or equivalent experience
* ECOL or equivalent
* Foundation in Health and Safety
Knowledge & Experience
* Large scale organisation switchboard / call centre experience
* Basic Computer Skills
* Principles of Risk Management
* Understanding of the Care Quality Commission role
Skills
* Provision of a Customer Focused service
* Ability to motivate a Team
* Ability to instruct less qualified staff/ promote life Iong learning in the workplace
* Understanding of other services and our impact on them
* Ability to lead change
Other
* Office based across sites
* Varied deadlines and adhoc pressures
* Ability to work under pressure
* Weekend and Bank Holiday Working
* Cross site cover
Thank you for considering an application to work for Mersey West Lancashire NHS Trust. MWL is an exciting and forward-thinking NHS Trust who are one of the best places to work for in England.
Given sometimes we receive a high volume of applications to work for us, please be aware, that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.
The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.
Equality, Diversity, and Inclusion
We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups.
As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact Recruitment@merseywestlancs.nhs.uk
We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision-making process.
The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.
Certificate of Sponsorship: Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please check your eligibility before applying for this post as we may be unable to provide sponsorship.
eVisa Update: For successful candidates on selected work and study visa routes, who have completed and paid for their applications will no longer receive a visa vignette in passport as evidence of their permission to enter the UK. Instead, you will be issued with an eVisa only, which is accessed by creating a UKVI account. Before travelling to the UK, we advise applicants to:
* Understand how to generate an eVisa share code
Disclosure and Barring Service Check
If this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 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.
Please note if applicable, applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment.
If you have not already done so, you are therefore encouraged to enrol for the DBS Update Service to which a small annual fee of £13 per year applies.
Flexible Working
We actively support flexible working patterns throughout MWL. Changes made to the NHS Terms and Conditions of Service Handbook mean that:
* All employees have the right to request flexible working from day one of employment.
* There is no limit on the number of requests they can make.
* Employees have the right to make requests, have them considered, regardless of the reason.
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working. We would also encourage you to also discuss flexible working options at interview stage.
Working for Team MWL
Staff recognition is especially important to us; as well as performance reviews and appraisals, we recognise staff through Employee of the month. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
The Trust is a non-smoking across all our sites. Failure to follow this rule could lead to disciplinary action. For more information, see the Smoke Free NHS website.
You must ensure that your application, including personal statements and behaviour examples, are truthful and factually accurate. Please note plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
The Trust will not accept applications which are found to be AI generated and will check all applications against AI detection software.
Additional Information
Before applying, we encourage you to review the Trusts Values and Behaviours which are We are KIND, We are OPEN, We are INCLUSIVE, which can be found here.
An applicant guide to help and support you with your application and what to expect during your recruitment journey can be accessed in the supporting documents.
Good luck with your application. We hope to welcome you to Team MWL very soon.
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