Job summary Establish and maintain an efficient, competent, motivated team of staff to deliver the services required within the relevant budgetary constraints Manage all communication and specific switchboard services for the Trust, this will include the call centres based at RSCH and PRH Main duties of the job Manage all aspects of a complex incremental change within the services relevant to the switchboard, specifically ensuring the implementation and mobilisation of the equipment whilst maintaining the integrity of the service and efficiency of the systems Implement, integrate and mobilise switchboard systems to deliver and maintain an efficient response service in respect of all hard and soft facilities enquiries and requests for transport More on the attached Job Description About us At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in ourWellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves. As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do. We look forward to receiving your application and the start of your journey with UHSussex. Candidate Information Pack: https://www.uhsussex.nhs.uk/resources/candidate-information-pack/ Date posted 21 February 2025 Pay scheme Agenda for change Band Band 7 Salary £46,148 to £52,809 a year per annum Contract Permanent Working pattern Full-time Reference number 279-6972434-FEB25 Job locations Brighton / Haywards Heath Brighton / Haywards Heath BN2 5BE Job description Job responsibilities 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 Job description Job responsibilities 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 Person Specification Experience and Qualifications Essential NVQ Level 5 / degree (or knowledge and experience equivalent to) in communication, computer or business studies Specialist training in telecommunications systems At least 10 years experience managing a large and complex telecommunications centre. A thorough understanding of the principles of procurement, contract negotiations and contract management Desirable Good technical skills in relation to call centre systems Skills and ED&I Essential Evidence of having championed diversity in previous roles (as appropriate to role). Evidence of having undertaken own development to improve understanding of equalities issues Person Specification Experience and Qualifications Essential NVQ Level 5 / degree (or knowledge and experience equivalent to) in communication, computer or business studies Specialist training in telecommunications systems At least 10 years experience managing a large and complex telecommunications centre. A thorough understanding of the principles of procurement, contract negotiations and contract management Desirable Good technical skills in relation to call centre systems Skills and ED&I Essential Evidence of having championed diversity in previous roles (as appropriate to role). Evidence of having undertaken own development to improve understanding of equalities issues Disclosure and Barring Service Check 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name University Hospitals Sussex NHS Foundation Trust (279) Address Brighton / Haywards Heath Brighton / Haywards Heath BN2 5BE Employer's website https://www.uhsussex.nhs.uk/ (Opens in a new tab)