Customer Service Centre And Switchboard Team Leader | University Hospitals of Leicester NHS Trust

The Customer Service Centre and Switchboard Team Leader will provide a comprehensive, high quality service to patients, staff and members of the public on behalf of the Trust. Acting as the first point of contact for frontline staff, the Team Leader will oversee the day to day management of the customer service and switchboard teams ensuring the effective delivery of services.

As a subject matter expert on switchboard and helpdesk processes, the Team Leader will manage daily staff rosters to ensure appropriate coverage and maintain service efficiency. They will identify training needs, provide ongoing support to advisors and operators and ensure adherence to established procedures and policies. The Team Leader will maintain accurate staff records, coordinate mandatory training and conduct annual appraisals to support staff development and performance.

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.

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 elevate 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.

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 forward 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 Trust’s 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 communication 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 elevate 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.