The Telephony & Switchboard Team Manager is integral to the trust's telephony communication operations, ensuring strategic alignment with healthcare delivery and IT strategies.

This role encompasses the complete management of telephony services, focusing on optimal staffing, roster management, and HR processes, including sickness documentation.

The postholder is also responsible for maintaining up-to-date documentation and procedures, monitoring the usage of mobile devices through regular bill analysis, liaising with service providers and support companies for billing issues, and ensuring the trust receives the expected service level.

Additionally, the postholder is accountable for the development, updating, and dissemination of the department's business continuity plan, ensuring all staff are informed and trained

Main duties of the job

• Managing switchboard operations, including staff rota, leave, and sickness.
• Delivering services in accordance with agreed Service Level Agreements (SLAs).
• Developing and reviewing SLAs for switchboard services.
• Monitoring and maintaining procedures.
• Ensuring completion of Major Incident testing and communicating plans to staff.
• Providing leadership and motivation to junior staff in a dynamic environment.
• Communicating complex information effectively to diverse groups.
• Maintaining quality documentation for responsible areas, including asset management.
• Understanding end-user requirements and resource planning.
• Contributing to the development and strategic direction of Telephony Services.
• Participating in out-of-hours support as required.
• Prompt problem resolution and appropriate response.
• Holding a full clean driving license for travel between sites.
• Ensuring staff training and professional development requirements are met.
• Proficient use of Word and Excel for project documentation.
• Supporting data quality standards in line with Information Governance policies.
• Training staff in switchboard systems.
• Overseeing service desk call management within the Telephony Team.
• Understanding network and server systems integration with Telephony.
• Reporting on various metrics and managing administrative tasks related to telephony systems.

About us

Why Work With Us

The Telephony Team, managed by the Telephony & Switchboard Team Manager, is a small but crucial unit within the Trust, responsible for managing an extensive range of telephony services. This includes managing the trust's primary Cisco telephone system with around 5,500 phones, overseeing approximately 1800 mobile phones, headsets, backup telephone systems, contact centres, paging systems, and SMS services.

The team works closely with the dedicated switchboard team of 15 members, operating 24/7. The switchboard team handles public and patient inquiries, responds to emergency calls, manages fire & intruder alarm panels, alerts necessary teams, communicates bleep messages to clinicians, and maintains on-call clinical staff information.

Job description

Job responsibilities

Communication and working relationships

• Effective Collaboration: Work closely with cross-functional teams, stakeholders, and clients to ensure smooth coordination and communication.
• Building Relationships: Develop and maintain positive working relationships across the IT department, fostering a collaborative and team-oriented environment.
• Interdepartmental Interaction: Engage actively with other departments, patient inquiries, and clinical teams to promote synergy and effective communication.
• Clinical Collaboration: Partner closely with clinicians and key staff groups to understand and meet their specific IT communication needs, aiding in the specification and procurement of tailored business solutions that involve information technology.

Planning and organisation

• Strategic Development: Assisting in the development of strategic plans for the telephony and switchboard services, aligning them with the broader goals and objectives of the organisation.
• Implementation of Strategies: Implementing these strategic plans effectively, ensuring that they contribute to the overall success and efficiency of the telephony services.

• Resource Management: Managing resource allocation wisely to ensure optimal operational efficiency and cost-effectiveness.
• Adaptive Planning: Organize tasks and activities with flexibility, adapting plans to accommodate varying workloads and potential interruptions.

• Operational Efficiency: Overseeing the scheduling and budgeting aspects of the telephony services to maximize efficiency and minimize unnecessary expenditure.

Analytical and judgemental Skills

• Problem Solving: Utilize problem-solving abilities to devise effective solutions to these challenges.
• Sound Decision-Making: Exercise informed judgement in decision-making, considering the technical, operational, and business impacts.
• Critical Thinking: Apply critical thinking skills to evaluate IT and staffing issues.

Responsibility and accountability

IT Infrastructure Support: Assist the network, telephony, and switchboard manager with all IT infrastructure support issues, in line with ITIL V34best practices.

Service Management: Cover various aspects of service management including Service Level, Incident, Problem, Budget, and Configuration management.

Continuity and Recovery: Oversee Service Continuity and Disaster Recovery planning and execution for the Telephony and Switchboard departments.

Capacity Management: Manage and optimize staffing effectively.

Service Level Compliance: Ensure adherence to service level agreements, maintaining high service standards and compliance with relevant policies and regulations.

Responsibility for patients and client care

• Impact Awareness: Understand how the department's services affect patient care, client satisfaction, and the organisations reputation.
• Support Healthcare Delivery: Ensure that telecommunication systems and switchboards effectively support healthcare delivery and meet client needs.
• Patient and Client Interaction: Engage in incidental contact with patients or provide advice to patients and clients by handling switchboard calls.
• Team Performance Management: Be accountable for the overall performance of the telephony and switchboard team in providing services to all constituent organisations of the South Devon Health Community, including Devon ICB and CFHD.

Policy and service responsibility

• Policy Adherence: Comply with and enforce existing IT policies, procedures, and best practices.
• Implementing Service Standards: Implement and uphold IT service standards, ensuring alignment with regulatory requirements.
• Trust Policy Compliance: Follow the Trust's policies and procedures, maintaining accurate and up-to-date documentation.

Responsibility for finance, equipment, and other resources

• Resource Management: Manage resources within the switchboard and telephony section, focusing on expenditure control and cost optimization.
• Equipment Procurement and Maintenance: Oversee the procurement and maintenance of equipment such as batteries, pagers, mobile phones, and desk phones.
• Asset Management: Handle the asset management and effective documentation and utilization of all equipment and resources.

Responsibility for supervision, leadership, and management

• Autonomous Working: Operate with a degree of autonomy, adhering to organizational and professional policies, and manage work independently while seeking managerial advice when necessary.
• Leadership and Guidance: Provide leadership, guidance, and mentorship to both the switchboard supervisor, telephonists, and telephony team members.
• Performance Management: Conduct performance evaluations, set objectives, and identify training and development needs for team members.
• Team Motivation: Manage and motivate the telephony and switchboard teams in a dynamic and demanding environment, focusing on their professional growth and development.

Information technology and administrative duties

• System Operations: Oversee the operation and maintenance of IT systems within the Telephony & Switchboard team.
• Documentation and Reporting: Ensure accurate documentation, record-keeping, and reporting of all IT activities and incidents.
• Governance and Standards Compliance: Support the Trust in adhering to Information Governance and Data Protection obligations and ensure compliance with National Standards and Quality Assurance requirements.

Responsibility for research and development

• Technology Awareness: Keep updated with emerging technologies and industry trends, evaluating their potential impact on the department.
• R& D Leadership: Lead or contribute to research and development projects aimed at enhancing IT capabilities and fostering innovation.

Person Specification

Leadership Experience

Essential

• Leadership experience of at least a year

Experience

Essential

• Familiarity with rota management and payroll systems.
• Experience in handling staff sickness and absence management
• Ability to interact effectively with staff at all levels, patients, and other stakeholders
• Awareness of confidentiality and data protection policies
• Willingness to work flexible hours, including covering shifts as needed.

Desirable

• Relevant educational qualifications, such as a degree in healthcare management, business administration, or a related field.
• Commitment to continuous professional development and keeping up-to-date with advancements in telephony and switchboard technology

Qualifications

Essential

• Educated to degree level or relevant equivalent experience.
• Able to provide coaching, mentoring, and training to team members to develop their skills and knowledge.

Desirable

• Demonstrable experience in applying management theories and practices to achieve team goals.

Employer details

Employer name

Torbay and South Devon NHS Foundation Trust

Address

Torbay Hospital Switchboard and Regent House

Torbay Hospital,Newton Road,TQ2 7AA

Torquay

TQ2 7AA

Any attachments will be accessible after you click to apply.

388-6421756-A&C