Frimley Health NHS Foundation Trust
Switchboard Manager
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Job Overview
🌟 Join Our Friendly Property and Facilities Management Team as a Switchboard Manager
You should be a highly motivated team player with an operational knowledge of switchboard services within an acute hospital setting along with experience of managing teams.
You will be responsible for the efficient running of the Switchboard team, providing management and support to a friendly team of switchboard operators as well as ensuring the team provide a high-quality service to our patients, visitors, and staff.
If this sounds like this could be for you, come and join our supportive and close-knit Switchboard Team at Frimley Health NHS Foundation Trust.
Main Duties of the Job
As a Switchboard Manager, you’ll be a vital part of our 24/7 communications hub, helping to ensure patients, staff, and services stay connected – especially in emergencies.
You'll be based at Wexham Park Hospital but will also manage the switchboard operations at Frimley Park Hospital and will need to be able to move between the two sites at times. This role is perfect for someone who is calm, organised, and responsive.
What You’ll Do
- Proficiently operate the computer-based switchboard covering the full range of operator duties.
- Monitor the efficient operation of the switchboard service. Collating monthly performance data for quality and auditing purposes.
- The post holder must deal with any problems that arise, considering the options and consequences, then deciding on the appropriate course of action to take and implementing it.
- To provide suggestions and changes for the department on the above protocols and procedures that are used within the switchboard department.
- Assist the Associate Director of Soft FM in managing the switchboard service to deliver a high-quality and cost-effective service that is responsive to the needs of the Trust in line with agreed Trust Policies and Procedures.
- Attending meetings to discuss switchboard services with key stakeholders.
- To review and manage all complaints received within the department, take responsibility for analyzing to identify trends, and ensuring effective processes are in place to implement any resulting change as required.
Working for Our Organisation
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability-confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first-class development opportunities for all staff and have a wide range of professional, management, and leadership, and clinical skills training available.
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Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work-life balance; this benefits not only individuals but the patients we care for too.
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours; we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
Detailed Job Description And Main Responsibilities
Please see attached job description and person specification for further information.
Apply today to Join Our Friendly Property and Facilities Management Team as a Switchboard Manager.
Person Specification
Qualifications
Essential criteria
- Degree or equivalent experience in switchboard or contact centre.
Desirable criteria
- Customer Services qualification.
Experience
Essential criteria
- Previous experience managing telecoms.
- Demonstrable technical experience in software applications.
- Working within multidisciplinary teams.
- People management experience.
- Working with communication systems and information networks.
- Demonstrable technical experience in software applications.
- IT Systems management.
Desirable criteria
- Experience of improving work procedures and practices.
- Experience of Clinical systems.
- Training experience.
- Experience of System Implementation in the NHS.
- Experience of System Implementation/planning.
Skills and Knowledge
Essential criteria
- Strong knowledge of Telephone systems and bleep services.
- Good problem-solving and negotiating skills.
- Good interpersonal skills and able to interact with a range of people including non-technical users, managers, suppliers, contractors, facilities management, and medical staff.
- Able to record complex technical details accurately and able to document technical procedures.
- Able to plan and organise a number of activities and continually reprioritise to meet changing deadlines and in response to unforeseen problems or events.
- Excellent communication skills and able to liaise effectively with staff at all levels.
- Competent with using, managing, and training multiple IT Systems.
Desirable criteria
- High standards of administration and record keeping.
- Understanding and knowledge of health service information systems and the role of Information Governance.
- Change management knowledge and experience of large system deployments within a healthcare environment.
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Frimley Health NHS Foundation Trust (FHFT)
FHFT is proud of its strong reputation, record of achievement, and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey, and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.
Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.
We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.
We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helping us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.
Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, saving time and carbon, whilst delivering excellent quality of care.
Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.
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