Overview
Operator Service Support Manager role at University Hospitals of North Midlands NHS Trust. This role involves the 24/7 Operator Service/Switchboard and reporting to the Telecommunications Manager to ensure efficient and effective operational management of the service.
Main duties and responsibilities
* Train, lead and manage the day-to-day operations of the Trust’s Operator Service and 24/7 Switchboard service.
* Manage operational performance targets and develop, support and maintain rotas and shift patterns to cover a 24/7 Operator service.
* Occasional out-of-hours work as required to meet service needs.
Qualifications and experience
Essential
* Educated to GCSE level
* Proficient in Microsoft Word, Excel and Outlook
* Experience of managing a diverse team
* Experience of working autonomously and being accountable for own actions
Desirable
* Customer service/Business admin qualification
* Degree in Management or health-related subject
* Experience of working in a customer service environment
* Experience of recruitment processes
* Proven experience of working within a complex Call Centre
Skills, abilities and knowledge
* Ability to prioritise workload
* Ability to motivate and support others to achieve goals
* Ability to understand, interpret and analyse data and information
* Technical expertise and knowledge of Telecoms systems (Desirable)
Personal qualities
* Consistently professional, collaborative and compassionate in approach
* Ability to support effective teamwork
* Ability to work under pressure and manage interruptions while maintaining concentration
* High degree of self-awareness and self-regulation with strong communication and interpersonal skills
Additional information
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require Disclosure to the Disclosure and Barring Service (DBS).
Certificates of Sponsorship: Applications from job seekers who require Skilled Worker sponsorship will be considered alongside all other applications. For details please refer to UK Visas and Immigration guidance.
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