Switchboard Team Leader

Band 4 (subject to Agenda for Change banding confirmation)

Main area Switchboard Grade Band 4 (subject to Agenda for Change banding confirmation) Contract Permanent Hours Full time - 37.5 hours per week (Monday to Friday plus participation in on-call rota and out of hours support for system changes) Job ref 223-STL-524-B

Site The Royal Shrewsbury Hospital Town Shrewsbury Salary £28,392 - £31,157 per annum/pro rata Salary period Yearly Closing 22/10/ :59

Job overview

*The banding for this vacancy is subject to outcome of agenda for change*

An exciting opportunity has arisen at The Shrewsbury and Telford Hospital NHS Trust (SaTH) for an enthusiastic and energetic individual to join Switchboard as Team Leader. This is an excellent time to join our team as we move over to our new bleep and telephony systems.

The post holder will support the switchboard Manager leading the day‑to‑day operational function of Shrewsbury and Telford switchboard operators and will ensure a systematic, disciplined and analytical approach to problem solving and ensuring agreed policies, procedures and standards are met.

The postholder will ensure a customer centric approach and all inbound and outbound calls dealt with, logged and transferred to the highest of quality, ensuring data quality compliance against agreed minimum datasets.

Main duties of the job

The role helps run the hospital switchboard and supports the Switchboard Manager with daily tasks
Ensure all calls are handled quickly, politely and safely, with accurate information recorded.
Support switchboard staff, helps plan work rotas, and provides training to team members and other staff.
Look after telephony systems and equipment, helping fix problems and keeping important databases up to date.
Help improve services by checking data, spotting issues, and suggesting better ways of working.
Acts as deputy for the Switchboard Manager when needed and supports digital projects across the Trust.

Working for our organisation

We believe that compassionate care sits at the heart of everything we do. Every member of our team — clinical or non‑clinical — plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.

We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising individual needs, feelings, and circumstances of those in our care.

Effective communication is central to safe and high‑quality healthcare. We value colleagues who take the time to understand others, explain information in a meaningful way, and respond to concerns with patience and understanding.

By joining our team, you are committing to uphold these values — ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.

Detailed job description and main responsibilities

For full duties and responsibilities please refer to the attached document entitled Candidate Job Pack

Qualifications/Education

Educated vocational level and / or relevant experience
Obtained or working towards relevant professional qualification

Other

Desire to continue to learn and develop on a personal and professional on an on-going basis
Able to travel between Trust sites

Experience

Experience working in a busy switchboard environment
Experience of staff management
Experience in problem solving in a mixed computing environment
Experience of working in a service delivery function
Excellent communication skills and the ability to diplomatically deal with users of a mixed IT ability
Experience of appraisals, sickness absence and managing performance
Experience of working in an NHS organisation
Experience of Customer Relation Management

Skills and Knowledge

Able to demonstrate experience in telecoms / switchboard environment
Knowledge of telecoms / switchboard related applications
Broad knowledge of IT products, services and terminology
Ability to handle confidential information
Ability to quickly assimilate new technologies / systems

If the role requires a qualification/professional registration, you will need to provide proof during the recruitment process. By submitting your application you are giving the Trust permission to check the qualification certificates provided back to the source provider. Please note that a sample of all applicant’s qualifications will be checked with the educational institution or provider.

If you require the application form in an alternative format, please call the Recruitment Team on or email us at

We commit to removing barriers for people with disabilities or long‑term health conditions in recruitment, training, and career progression. We will offer an interview to all applicants with a disability who meet the minimum criteria for the above position and will support reasonable adjustments wherever possible. In addition, whilst all applicants will be judged on merit alone, we particularly welcome applications from candidates who are male, from black and minority ethnic backgrounds or who have a disability, as these are currently under‑represented in our workforce.

We are committed to offering an interview to applicants from the Armed Forces community who meet the minimum criteria for the position. In addition, for those who are successfully appointed from the Armed Forces community, the Trust are committed to recognising previous service and rank in terms of pay, annual leave and other terms and conditions.

We are committed to equal opportunities in employment. The policies and practices of the Trust aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly, flexibly and with dignity and respect.

Don’t meet every single requirement? Studies have shown that women and people from an Ethnic minority background are less likely to apply for jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

We aim to create a trusting, flexible workplace, that attracts talent and enables everyone to be their best working self. Many of our colleagues work flexibly in many different ways, including part‑time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise a fair and equitable process that balances your needs, the needs of our patients and service delivery.

Our Commitment to Safety and Respect - The Trust is a signatory to the NHS Sexual Safety Charter and is committed to a safe, inclusive workplace free from sexual misconduct, harassment, and discrimination.

If you have problems applying, contact

Address The Shrewsbury and Telford Hospital NHS Trust
Shrewsbury Business Park
1 Douglas Court
Shrewsbury
Shropshire
SY2 6LG
Telephone

#J-18808-Ljbffr

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