Band 4 Telecommunication Supervisor

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.
  
  We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to: Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives. UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work. University Hospitals Birmingham is a Smoke-Free premises hospital.