Join to apply for the Operations Supervisor role at Guy's and St Thomas' NHS Foundation Trust
Join to apply for the Operations Supervisor role at Guy's and St Thomas' NHS Foundation Trust
Do you lead, communicate, and stay calm under pressure? If so, this may be your chance. We are looking for a driven Operations Supervisor to manage our call centre and switchboard services. This fast-paced environment values every call and has no boring days.
This Crucial Duty Involves
* Monitor and assist Team Leaders and front-line staff to answer calls in a swift and professional manner
* Promote excellent customer service to our patients, staff and visitors
* Manager service performance, staff rotas and complaint resolution
* Promote staff growth and well-being
* Be a key incident response contact and assist with major incident coordination
* Motivate, coach and mentor your team
You Will Need
* Proven team leadership experience, preferably in a contact centre / switchboard or operational setting
* A calm, solution-focused mindset, patient-first approach, and excellent leadership qualities
* Collaboration, constant progress, and professionalism will be valued by your supporting management team. You'll get development opportunities, Trust-wide projects, and the ability to make a difference.
As an Operations Supervisor you will provide an effective and efficient service to the Trust by ensuring all calls are answered in a prompt, polite and efficient manner. Supervising all staff in the performance of their duties and ensuring that they are fully trained. Dealing with patient and staff requests and complaints.
The Primary Objective Is To Provide
* A positive experience for each patient and external contact – every call matters.
* Professional and high quality customer service to every caller.
* Effective and timely resolution of all queries received
* Support to patients and external clients, ensuring that they are welcomed to the Trust.
* To support the Trust in providing quality care to its patients
As the Operations Supervisor you will lead a team of operational Team Leaders and ensure appropriate operational support is provided to facilitate a high level of service delivery. You will have the operational capability and service knowledge to work alongside your colleagues. You will have leadership and management skills to support Team Leaders and the senior management team.
You will initially be allocated an area of the department (either call centres or switchboard) but will be expected to rotate through the department on a rolling rota once trained to do so. You will participate in a management rota that will include working days, evenings, weekends and public holidays, unless otherwise agreed.
Essentia Group
* part of Guy’s and St Thomas’ NHS Foundation Trust, responsible for non-clinical healthcare services.
Essentia Vision
‘To be the Estates, Facilities and Capital Management service provider of
choice, ensuring the safety of patients, visitors and staff across all the health settings we support, each and every day.’
Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.
* CARING – We will put patients first
* AMBITIOUS – We innovate and strive for excellence
* INCLUSIVE – We respect each other and work collaboratively
Department Information
The Customer Services department is part of Essentia, responsible for providing excellent telephony service to our customers. We have contact with Patients, staff, the public as a busy Switchboard & Call Centre we handle in excess of 160,000 calls a month. We also outsource our services providing call answering and message handling services.
We have many years of telephony experience with a skilled and dedicated team working to improve the patient experience. All staff within Customer Services will provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to our
patients, staff and other stakeholders. We are also responsible for all the call centres within the Trust and assist them with any technical or customer service related issues.
For further details / informal visits contact: Name: Urszula Wasilczuk Job title: Operations Lead Email address: u.wasilczuk@nhs.net Telephone number: 02071886506
Tracy Harding, Call Centre Operations Manager
tracy.harding7@nhs.net
02071886505
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Hospitals and Health Care
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