Band 4 Telecommunication Supervisor inBirmingham inBirmingham PUBLISHED 18 NOV 2024
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The Switchboard Supervisor will assist the Switchboard Team Leader in the management of the 24/7 telecommunications function.
To be responsible for supervising the switchboard operators, ensuring provision of a responsive, customer focussed service
The post holder will be a key member of the IT Service Centre team with specific responsibilities for the day-to-day operational management of staff and services as well as implanting and maintenance of switchboard databases.
*To be the first point of contact for any reported issues, incidents or queries. To deal with these by taking necessary action, to keep appropriate records which include maintaining a handover book so that information can be passed between supervisors/managers.
*To provide a point of contact for service users: who may be highly emotional and or distressed: provide and receive complex or sensitive information, where persuasive, motivational, negotiating empathetic or re-assurance skills are required.
*Recognise there may be a need to utilise alternative methods of communication. Where there are barriers to understanding, as required, arrange/ access to information, support and other services to aid effective communication.
*To resolve any issues identified by the team, ensuring that the relevant managers are aware of these and the action that has been taken to resolve them.
*To resolve any complaints made about the service and note any actions taken, escalating if appropriate.
*To be responsible for the covering of shifts if an emergency staffing problem presents itself. On some occasions, this may mean that self-cover is needed to ensure that emergency-trained telephonists are on duty at all times.
*Attend departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively.
*Apply the principles of information governance and patient confidentiality to all aspects of your role.
About us*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
The Switchboard Supervisor will assist the Switchboard Team Leader in the management of the 24/7 telecommunications function.
To be responsible for supervising the switchboard operators, ensuring provision of a responsive, customer focussed service
The post holder will be a key member of the IT Service Centre team with specific responsibilities for the day-to-day operational management of staff and services as well as implanting and maintenance of switchboard databases.
*To be the first point of contact for any reported issues, incidents or queries. To deal with these by taking necessary action, to keep appropriate records which include maintaining a handover book so that information can be passed between supervisors/managers.
*To provide a point of contact for service users: who may be highly emotional and or distressed: provide and receive complex or sensitive information, where persuasive, motivational, negotiating empathetic or re-assurance skills are required.
*Recognise there may be a need to utilise alternative methods of communication. Where there are barriers to understanding, as required, arrange/ access to information, support and other services to aid effective communication.
*To resolve any issues identified by the team, ensuring that the relevant managers are aware of these and the action that has been taken to resolve them.
*To resolve any complaints made about the service and note any actions taken, escalating if appropriate.
*To be responsible for the covering of shifts if an emergency staffing problem presents itself. On some occasions, this may mean that self-cover is needed to ensure that emergency-trained telephonists are on duty at all times.
*Attend departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively.
*Apply the principles of information governance and patient confidentiality to all aspects of your role.
About us
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
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