NHS
Job title:
Head of Telecommunications
Company
NHS
Job description
Establish and maintain an efficient, competent, motivated team of staff to deliver the services required within the relevant budgetary constraintsManage all communication and specific switchboard services for the Trust, this will include the call centres based at RSCH and PRHMain duties of the jobManage 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 systemsImplement, 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 transportMore on the attached Job DescriptionAbout usAt 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 posted21 February 2025Pay schemeAgenda for changeBandBand 7Salary£46,148 to £52,809 a year per annumContractPermanentWorking patternFull-timeReference number279-6972434-FEB25Job locationsBrighton / Haywards HeathBrighton / Haywards HeathBN2 5BEJob descriptionJob responsibilitiesBe the lead person within the Trust in all matters relating to the delivery of the services. To report at divisional level communication issues if requiredManage the department in such a way that constantly maintains the integrity of, and confidence in, the services and systemsAssist in the creation of business cases relating to any alteration or improvement affecting service delivery or departmental staffingManage the relationship with key suppliers to ensure they deliver in accordance with the Trust needs and subject to their contractsBe 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 incidentAccurately measure and continually improve performance. Make recommendations or provide solutions to improve performanceIdentify medium/long term issues and make recommendations to address suchAct as project manager responsible for any change process or development identified as a result of a service review. Undertake any projects relevant to the servicesDevelop and maintain services and policies that will support the current and future developments within the TrustManage faults and problems through to resolution. Prioritise the seriousness of failures and take relevant action to ensure normal service is resumed as soon as possibleAssess installation/change requests from users and allocate/organise these to be undertaken promptlyCommunicationTo 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 TeamService Delivery and ImprovementIdentify areas of poor performance and implement/advise action to counteract theseEstablish an efficient method of identifying individual use and implement a robust and timely system to recharge for that useEnsure that the department meets its financial and business planning responsibilitiesPeople Management and DevelopmentManage 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 managementEnsure the activities of the team are properly co-ordinated and that resources are adequately identified and managedEnsure all staff are trained to a high level of customer care and that their progress is monitored on a regular basisThe post holder is required to participate in the Trust appraisal process and work towards meeting identified development needs.Patient Care DeliveryEnsure that all Emergency calls are handled efficiently and calmlyJob descriptionJob responsibilitiesBe the lead person within the Trust in all matters relating to the delivery of the services. To report at divisional level communication issues if requiredManage the department in such a way that constantly maintains the integrity of, and confidence in, the services and systemsAssist in the creation of business cases relating to any alteration or improvement affecting service delivery or departmental staffingManage the relationship with key suppliers to ensure they deliver in accordance with the Trust needs and subject to their contractsBe 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 incidentAccurately measure and continually improve performance. Make recommendations or provide solutions to improve performanceIdentify medium/long term issues and make recommendations to address suchAct as project manager responsible for any change process or development identified as a result of a service review. Undertake any projects relevant to the servicesDevelop and maintain services and policies that will support the current and future developments within the TrustManage faults and problems through to resolution. Prioritise the seriousness of failures and take relevant action to ensure normal service is resumed as soon as possibleAssess installation/change requests from users and allocate/organise these to be undertaken promptlyCommunicationTo 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 TeamService Delivery and ImprovementIdentify areas of poor performance and implement/advise action to counteract theseEstablish an efficient method of identifying individual use and implement a robust and timely system to recharge for that useEnsure that the department meets its financial and business planning responsibilitiesPeople Management and DevelopmentManage 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 managementEnsure the activities of the team are properly co-ordinated and that resources are adequately identified and managedEnsure all staff are trained to a high level of customer care and that their progress is monitored on a regular basisThe post holder is required to participate in the Trust appraisal process and work towards meeting identified development needs.Patient Care DeliveryEnsure that all Emergency calls are handled efficiently and calmlyPerson SpecificationExperience and QualificationsEssential
- 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&IEssential
- 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 SpecificationExperience and QualificationsEssential
- 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&IEssential
- Evidence of having championed diversity in previous roles (as appropriate to role).
- Evidence of having undertaken own development to improve understanding of equalities issues
Expected salary
£46148 – 52809 per year
Location
Haywards Heath, West Sussex – Brighton
Job date
Mon, 24 Feb 2025 07:30:46 GMT
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