Job summary
- Main area
- Estates & Facilities
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 390-EFM-BR-0902
- Employer
- Mid and South Essex NHS Foundation Trust
- Employer type
- NHS
- Site
- Broomfield
- Town
- Chelmsford
- Salary
- £28,392 Per Annum (Pro Rata for Part Time)
- Salary period
- Yearly
- Closing
- 10/04/2026 23:59
Employer heading
Customer Services Senior Supervisor
Band 4
Mid and South Essex NHS Foundation Trust is the only acute hospital provider in the Mid and South Essex Integrated Care System (ICS), which is a system of health and care partners working together for our local population.
Within Mid and South Essex there are 149 GP practices, operating from over 200 sites, forming 27 Primary Care Networks and one Ambulance Trust. There are also three main community and mental health service providers who work together through a community collaborative.
We collaborate with other valuable partners, including three Healthwatch organisations, nine voluntary and community sector organisations and three top tier local authorities, with seven district, borough and city councils, as well as our local universities.
Job overview
Broomfield Hospital is seeking a dynamic, motivated and well‑organised Customer Services Senior Supervisor to lead our dedicated Switchboard team.
Whether you’re an experienced supervisor or ready to take the next step in your career, this is an exciting opportunity to inspire and support a committed team delivering vital customer services 24/7, 365 days a year.
You’ll play a key role in ensuring our patients, staff and visitors receive exceptional support whenever they need it.
This is a full-time position (37.5 hours per week), primarily Monday to Friday, 09:00–17:00. However, flexibility in both hours and days worked is essential to meet the needs of a busy, fast‑paced hospital environment.
If you’re passionate about leading people, improving services and making a real difference, we’d love to hear from you.
Main duties of the job
In this role, you will:
- co-ordinate the day to day operational responsibilities of the Customer Services Team and support the MSE Switchboard Services Manager in the overall provision and monitoring of a high quality and efficient Customer Service experience for all service users throughout the Trust.
- help to support, motivate and develop the Customer Services Team to ensure they comply to departmental KPI’s.
- promote and maintain the highest practical Customer Service standards when managing a wide range of subjects from patients, relatives, general public and all other relevant stakeholders.
You will need a polite, helpful, discreet and friendly manner, whilst remaining calm under pressure and coping with situations which can be demanding and sometimes distressing.
Working for our organisation
Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.
We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.
Detailed job description and main responsibilities
For more information on this varied and rewarding role, please see the attached Job Description.
We look forward to your application!
Please be aware that we reserve the right to close the vacancy early should a high number of applications be received.
Unfortunately, there is no Visa Sponsorship available for this role.
Person specification
Qualifications
Essential criteria
- Good standard of general education
- Competent Information Technology skills including word, excel and outlook
Knowledge
Essential criteria
- Experience in a team leader/supervisor role
- Previous Telephony Operator experience
Desirable criteria
- Knowledge of medical terminology
- NHS Experience
Employer certification / accreditation badges
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Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Ifeanyi Nwonwu
- Job title
- Director of Estates and Facilities Operations
- Email address
- [email protected]
- Telephone number
- 01245362000
- Additional information
OR please contact:
Garry Bardsley
MSE Strategic Procurement and Programme Lead
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