Switchboard Supervisor, GMS Band B1

The Switchboard Supervisor is responsible for overseeing the daily operations of the switchboard team, ensuring efficient and professional handling of all incoming and outgoing communications. This role involves managing staff, maintaining communication systems and delivering excellent customer service in a fast-paced environment. The supervisor acts as a key point of contact for escalations and ensures that service standards are consistently met.

Full Time (37.5 hours) - 700am-1500pm, 900am-1700pm, 1400pm-2200pm & 2200pm-0700am*

* This is subject to change as due to staff sickness or vacancies. Candidates must be flexible and able to commit to a varied shift pattern. This can include weekends, unsocial hours and public holidays including Christmas.

Please note this job will attract GMS Terms and Conditions of Service (TCS)

Please see attached TCS for reference

• Supervise and coordinate the activities of the switchboard operators
• Ensure timely and accurate handling of all calls and messages
• Monitor switchboard performance and implement improvements
• Provide training and support to switchboard staff
• Manage shift schedules and staffing levels to maintain coverage
• Handle escalated calls and resolve issues promptly
• Maintain and troubleshoot switchboard equipment and software
• Liaise with other departments to ensure smooth communication flow
• Prepare reports on switchboard activity and performance metrics
• Ensure compliance with organizational policies and data protection regulations

Gloucestershire Managed Services (GMS) delivers trusted operational support services to the NHS and healthcare organisations. Our mission is to deliver excellence in service delivery while prioritising safety, innovation, and teamwork. Our core values
- Excellence, Integrity, Listening and Inclusivity-create a thriving culture that values people and their contributions. Join us to make a tangible difference to patient care and help build a safer, better future for healthcare facilities.

• Team Leadership:
  Lead, motivate and develop a team of switchboard operators to achieve high performance and customer satisfaction.
• Operational Management:
  Oversee switchboard operations, ensuring all calls are answered promptly and routed correctly
• Quality Assurance:
  Monitor call quality and provide feedback and coaching to staff to enhance service delivery
• Training & Development:
  Identify training needs and organize regular training sessions to keep the team updated on procedures and technology
• Problem Solving:
  Act as the first point of contact for resolving complex or sensitive issues that arise on the switchboard
• System Maintenance:
  Collaborate with IT and technical teams to maintain and upgrade switchboard systems
• Reporting:
  Generate and analyse reports on call volumes, response times and other key performance indicators to inform management decisions
• Compliance:
  Ensure all activities comply with relevant regulations, including confidentiality and data protection standards.

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• Good clear spoken telephone manner
• English and Maths
• Telephonist / Call Centre
• Customer Service Management

• Working at times in a pressured environment
• Supervisory or team leader experience
• Telephone/switchboard
• Background in customer service or administrative support

• Flexible attitude to working
• Professional office environment or similar
• Organisational skills
• Excellent leadership and team management skills
• Problem-solving skills

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£25,343 to £28,396 a year(pa pro rata if part-time)