At a Glance
- Tasks: Lead a team to provide top-notch customer service and manage switchboard operations.
- Company: Join a dynamic healthcare environment focused on teamwork and support.
- Benefits: Flexible shifts, professional development, and a chance to make a real difference.
- Other info: Opportunity for career growth and to develop essential management skills.
- Why this job: Be the voice of support in a vital healthcare setting, helping staff and patients alike.
- Qualifications: Strong communication skills and experience in customer service or team leadership.
The predicted salary is between 12.6 - 15.4 £ per hour.
To provide a comprehensive service for receiving and initiating calls from external and internal sources, be competent in operating an AC-Win PC Based Console/or similar system. Efficient processing of telephone calls received into the switchboard and helpdesk ensuring all service requests and queries are handled in line with policy and procedure.
Operation of internal bleep/pager and mobile telephone systems. Providing a welcoming service for routine enquiries and assistance to staff users and the general public, ensuring appropriate assistance is provided. Carrying out all emergency procedures relating to any hospital alerts/alarms i.e. cardiac arrest, equipment alarms, major incidents, fire alerts, security/police response, Major Haemorrhage and any other emergencies that may arise. At all times working within job role following Trust policies and procedures.
On Call Service: To contact staff as required/needed by the trust in accordance with the hospitals procedures, duties are to maintain such records and contact procedures as may be required. To coordinate and assign out of hours estates jobs to Engineers and escalate any concerns to the on call estate managers when necessary. To facilitate the On Call room booking process for On call doctors and arrange any subsequent cleaning with the Domestic Team. Testing Emergency Telephones, Fire bleeps and Cardiac Arrest bleeps ensuring all relevant documentation are accurately completed.
Fault Reporting: Issue and record replacement of telephone handsets when extension faults occur. To arrange for the exchange of bleeps when medical staff change disciplines etc. and record details within relevant documentation. To maintain telephone directory ensuring data is accurate and up to date.
In-Patient Enquiries: Accessing In-Patient (HISS/Alfa List/or similar) system enquiries and forwarding the callers to the correct destination. Become a competent super-user of the Evolution, Transport Market place, Medi Rota, Netcall and Optima systems. To provide cover for annual leave/absences and sickness where and when required (sometimes at short notice) in order that the switchboards and CSC are manned at all times.
Monitor and manage the annual leave for Team, maintaining entry on Optima. Monitor sickness/absence in accordance with the Trusts sickness absence policy with escalation to Management where appropriate. To carry out return to work discussions with advisors and conduct regular 1 to 1 meetings to support health and wellbeing. Manage the CSC advisors and Switchboard operators roster, ensuring this rota is covered 24/7, and ensure that any gaps or difficulties are escalated to Management.
Bank and Public Holidays: To provide cover when required to provide a constant service. Carrying out administration duties when required. Ensure the team are aware of HR policies and relevant Trust policies. Manage the teams professional development - including mandatory training and educational courses. Offer guidance and support to new starters ensuring they receive adequate training. Identify any training needs within the team and create training plans to support staff development and improvement. Address any aspects of performance in accordance with trust policy.
Observing and monitoring the team ensuring they are working safely. Maintaining good relationships and communications with colleagues working together to provide high quality service in line with operational objectives. Produce the necessary reports to substantiate the monthly performance statistics. Making decisions regarding service delivery and the priority of work. Where conflicting priorities arise, assess the task and direct staff appropriately within guidelines and protocols. Be the first point of escalation for the staff and provide support and guidance. To further escalate any issues to Management. To monitor the Facilities helpdesk inbox and Switchboard management inbox daily and respond to any service request received via email and complaints. Help ensure the requirements of a 24/7 helpdesk service and Switchboard are met by being flexible with shifts, providing cover out of hours as required.
Customer Service Centre And Switchboard Team Leader in Leicester employer: Allscreens Nationwide Ltd
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Centre And Switchboard Team Leader in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Centre And Switchboard Team Leader in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
