Job summary
- Main area
- Telephone Services
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Monday to Friday)
- Job ref
- 279-7855830-APRIL26
- Employer
- University Hospitals Sussex NHS Foundation Trust
- Employer type
- NHS
- Site
- St Richard's, Worthing and Southlands Hospitals
- Town
- Worthing
- Salary
- £31,049 - £37,796 per annum
- Salary period
- Yearly
- Closing
- 21/04/2026 23:59
Employer heading
Senior Switchboard & Reception Supervisor
Band 5
About our Trust
At UHSussex we’re proud to be at the heart of the NHS. As one of the UK’s largest acute trusts, we’re a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.
Our hard-working, talented and dedicated people work together towards a common goal – to deliver Excellent Care Everywhere for our patients, our people and our communities. Whatever your role here at UHSussex you will play a part in driving us forwards and in improving the lives of patients across Sussex.
At UHSussex, diversity is our strength, and we want you to feel included to help us deliver Excellent Care Everywhere. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
We value compassion, inclusion and respect as our core values. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our wellbeing programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
As part of our commitment to access for all, please see the different ways you can access the application form: https://apps.trac.jobs/accessibility?_ts=1
We look forward to receiving your application and the start of your journey with UHSussex.
Job overview
University Hospitals Sussex NHS Foundation Trust is seeking a Senior Switchboard & Reception Supervisor to oversee Switchboard and Reception services across Worthing, Southlands, and St Richard’s Hospitals.
In this role, you will provide day-to-day operational supervision, ensuring these essential front-line services run smoothly and efficiently across all sites.
Main duties of the job
The post holder will provide day-to-day operational supervision of Switchboard and Reception services across the designated hospital sites.
You will help ensure the safe, responsive and effective delivery of 24/7 telecommunications and front-of-house reception services, supporting smooth daily operations, good staff performance and compliance with Trust policies.
You will also act as the first point of escalation for operational issues, staffing matters and service incidents, escalating any significant risks or concerns to the Switchboard & Reception Manager when required.
Working for our organisation
Working for our organisation
At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
Detailed job description and main responsibilities
Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.
If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.
Main duties and responsibilities
Communication
Provide day-to-day operational leadership to the Switchboard and Reception teams. Act as the first point of escalation for service issues, incidents and complaints, ensuring clear communication with clinical and corporate teams during service disruptions. Maintain confidentiality and support incident reporting and investigation in line with Trust policy.
Service delivery and improvement
Oversee the daily delivery of switchboard, alarm, paging and reception services to ensure safe and effective operations. Monitor call handling performance and service standards, ensure emergency communication systems are operational, and escalate faults promptly. Support service improvements and the implementation of new systems or processes.
People management and development
Provide line management to designated staff, including recruitment, induction, appraisal and performance management. Manage staff rotas using e-rostering to ensure adequate service cover. Monitor sickness absence and annual leave, conduct return-to-work meetings, and ensure staff complete mandatory training while maintaining high standards of customer service.
Person specification
Experience and Qualifications
Essential criteria
- Experience of supervising staff within a customerfacing or telecommunications environment.
- Experience of managing rotas and service delivery.
- Experience of handling complaints and incidents.
Desirable criteria
- Experience of working at management level within a customer service environment
- Knowledge of switchboard systems and associated functions (fire alarms, panic alarms etc.).
People Management and Develpment
Essential criteria
- Experience of recruitment, appraisal and performance management
- Knowledge of sickness absence and workforce management processes
- Ability to motivate teams and support change
Skills
Essential criteria
- Strong organisational and prioritisation skills
- Ability to analyse and interpret operational performance information.
- Effective communication and interpersonal skills.
- Confident decisionmaking and problemsolving ability
- Good IT skills, including Microsoft Office and relevant systems.
EDI
Essential criteria
- Evidence of having championed diversity in previous roles (as appropriate to role).
- Evidence of having undertaken own development to improve understanding of equalities issues
Employer certification / accreditation badges
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Brandon Vanner
- Job title
- Interim - Facilities Operations Manager
- Email address
- [email protected]
- Telephone number
- 07979 701622
- Additional information
between 9:00 a.m. and 3:00 p.m.
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