Switchboard Manager - Telecoms

NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and national services are included.

The shift pattern for this position is Mon-Sun 0700-2200. 

An exciting opportunity exists for an experienced people focused manager to oversee all operational aspects of maintaining the NHSGGC Switchboard Service, including staff management across two sites within the NHSGGC Health Area. The Telecoms department is part of e-health Operations Directorate and the Centralised Switchboard is the first point of contact for both patients and staff across the NHSGGC estate. The Switchboard is very busy and we handle around 8000 calls per day including our emergency 2222 calls therefore a customer focused leader is essential to manage this key role within the wider Telecoms team. The post holder is directly responsible for maintaining adequate levels of staffing to safeguard the smooth running of switchboard services, ensuring services are appropriately planned and delivered to meet user requirements and maintain national and local standards, therefore excellent planning ability is required to ensure service levels are maintained and KPI are achieved and improved. This will include short notice changes to accommodate staff sickness and annual leave.

A typical day in the role would involve:

• ensuring staff rosters are adequate to meet service demands
• working closely with Telecoms Supervisors
• and Team Leaders to coach, support and develop the team to continually improve the service we provide to our customers.

Managing attendance through appropriate policies and ensuring that these are adhered to while offering support and guidance as required. This is an exciting role which is ever changing due to the fast paced environment that it supports be that technology or people changes to continue to strive to improve the service we provide to our customers. Significant experience of managing staff is required as this is the most challenging aspect of the role. The ability to travel between sites is required as the role will involve working across 2 locations.

Informal contact: Katharine Crichton, Service Manager, , katherine.crichton@nhs.scot

Details on how to contact the Recruitment Service can be found within the Candidate Information Packs.

NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We promote a culture of inclusion across the organisation and are proud of the diverse workforce we have.

By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We support applications from across the Armed Forces Community, recognising military skills, experience and qualifications during the recruitment and selection process.

NHS Scotland is reducing their full time working week from 37.5 to 37 hours per week from 1 April 2024 but with no change in pay.  This reduction will also be applied pro rata for part time staff.  This advert and any subsequent offer/contract of employment therefore reflects the new working hours.  However, as not all service areas will be able to adopt the 37 hour working week immediately from 1 April 2024, you may be required to work up to an additional 30 minutes per week for a temporary period for which you would be paid until the service you are working in changes rosters or working patterns to accommodate the new reduced working week.  If you have any questions or concerns please contact the Recruiting Board.

Candidates should provide original and authentic responses to all questions within the application form. The use of artificial intelligence (AI), automated tools, or other third-party assistance to generate, draft, or significantly modify responses is strongly discouraged. By submitting your application, you confirm that all answers are your own work, reflect your personal knowledge, skills and experience, and have not been solely produced or altered by AI or similar technologies.

Failure to comply with this requirement may result in your application being withdrawn from the application process.

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