Job overview

An exiting opportunity has arisen to join the Hull University Teaching Hospitals  Switchboard and Helpdesk as a Team Leader. 

Please Note; this is a rotational shift pattern operating Nights, Weekends, Days and Bank Holidays. (Unsocial Pay Enhancements Apply) 

The Post Holder will play a vital role in supporting the implementation of service improvements of Hull University Teaching Hospitals (HUTH’s) Switchboard and Helpdesk service.   
The Switchboard Team Leader will be responsible for the supervision of Switchboard and Helpdesk telephone operators, supporting the management of Rotas, staff training and the delivery of an efficient, customer focused Switchboard and Helpdesk service.

The Switchboard service deals with every day internal and external enquiries, emergency calls, helicopters and trauma calls. The role will be required to work closely with clinical and non-clinical service users to provide assistance and advice as required and hold responsibility for supervising the response to emergency, critical and major incidents (e.g. 2222, Bomb Threats and Major Incident). Working as part of a 24 hour shift system the Switchboard Team Leader must be flexible and have the ability to work at short notice to meet the demands of the service. The role requires excellent communication and interpersonal skills as well as a comprehensive understanding of Information Technology and the ability to multi-task under pressure.  

Main duties of the job

Act as the first point of contact for staff queries regarding operational procedures. 
Supervise staff and their allocated responsibilities during their day-to-day duties. 

Undertakes staff return to work meetings and informally monitor attendance in line with the Trust policy. Raise any escalations in a timely manner whilst supporting the wellbeing of staff. 
Support Management with Staff annual leave alongside rotas, ensuring agreed staffing levels are adhered to.
Supporting the local induction of new staff. 

Contribute to and support Management with staff appraisals for team members, identify targets, and provide feedback and areas for training and development.
Supports the Switchboard management in all aspects of training and developing an efficient, customer focused, accurate Switchboard service 
Monitors departmental KPI’s. Leads the Switchboard and Helpdesk teams improvement. 

Working for our organisation

The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.

Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.

Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.

As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.

We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.