Be the lead person within the Trust in all matters relating to the delivery of the services. To report at divisional level communication issues if required Manage the department in such a way that constantly maintains the integrity of, and confidence in, the services and systems Assist in the creation of business cases relating to any alteration or improvement affecting service delivery or departmental staffing Manage the relationship with key suppliers to ensure they deliver in accordance with the Trust needs and subject to their contracts Be responsible for telecommunications emergency planning for both internal and external incidents. Manage and co-ordinate the relevant services required in the event of a major incident Accurately measure and continually improve performance. Make recommendations or provide solutions to improve performance Identify medium/long term issues and make recommendations to address such Act as project manager responsible for any change process or development identified as a result of a service review. Undertake any projects relevant to the services Develop and maintain services and policies that will support the current and future developments within the Trust Manage faults and problems through to resolution. Prioritise the seriousness of failures and take relevant action to ensure normal service is resumed as soon as possible Assess installation/change requests from users and allocate/organise these to be undertaken promptly Communication To ensure a highly motivated and efficient workforce whose prime interest is in helping the trust staff care for its patients. To be able to understand and communicate complex information and pass this on accurately to the department management team. Answer and deal with customer queries in a professional manner. Communicate with Patients, Relatives, Visitors, GPs and all hospital staff, medical and ancillary, effectively, politely and with courtesy. Ensure all calls received by the Communications Operatives are handled in a polite, efficient and helpful manner. Provide regular data reports and returns concerning daily activity of the call centre to the IT Performance and Quality Team Service Delivery and Improvement Identify areas of poor performance and implement/advise action to counteract these Establish an efficient method of identifying individual use and implement a robust and timely system to recharge for that use Ensure that the department meets its financial and business planning responsibilities People Management and Development Manage the relevant teams of staff responsible for delivering the services in accordance with Trust standards including recruitment, appraisals, training, development, induction, disciplinary procedures, sickness and absence management Ensure the activities of the team are properly co-ordinated and that resources are adequately identified and managed Ensure all staff are trained to a high level of customer care and that their progress is monitored on a regular basis The post holder is required to participate in the Trust appraisal process and work towards meeting identified development needs. Patient Care Delivery Ensure that all Emergency calls are handled efficiently and calmly