Band 4 Telecommunication Supervisor inBirmingham inBirmingham PUBLISHED
MON 18 NOV 2024
Additionally, the role entails participating in team meetings, promoting effective teamwork, and adhering to information governance and patient confidentiality protocols. This position is crucial for maintaining a responsive and supportive telecommunications function within the hospital's IT Service Centre team.
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.
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*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
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