Job summary
- Main area
- Clinical Systems Group
- Grade
- Band 7
- Contract
- Secondment: 6 months (On call role)
- Hours
- Full time - 37.5 hours per week (On call hours)
- Job ref
- 229-COR-7351787
- Employer
- Wye Valley NHS Trust
- Employer type
- NHS
- Site
- Franklin Barnes
- Town
- Hereford
- Salary
- £47,810 - £54,710 Pro rata, per annum
- Salary period
- Yearly
- Closing
- 22/08/2025 23:59
- Interview date
- 02/09/2025
Employer heading
Clinical Systems User Support Team Manager (INTERNAL)
Band 7
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Job overview
We are seeking an experienced and proactive individual to act up as CSG User Support Manager for a period of 6 months, to cover a vacancy created by a secondment.
The post holder will manage the user support service provision for in in-scope digital systems in use in WVT and will lead the user support team providing it to meet the needs of the organisation.
This includes organising user support rotas including the out of hours service and managing out of hours administration.
Main duties of the job
- Day-to-day management of Call Management Systems (Sostenuto) and Single Point of Contact (SPOC) optimisation
- Management of 24/7 service operations, including the CSC Out-of-Hours Service.
- Line management User Support team supporting their performance and development.
- KPI reporting and optimisation
This activity is primarily focussed on the EPR, EPMA and EMIS clinical systems but will extend over time to other clinical systems and non-clinical systems.
The post holder will need to become a rapid expert in these systems and assist in implementing ongoing project work and the development and updates of the existing systems eg: Single Point of Contact/Sunrise.
Working for our organisation
About us
Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire University NHS FT, George Eliot Hospital NHS Trust and Worcestershire Acute NHS Hospitals Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.
We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care wed want for our family and friends.
More than 3,000 people work for the Trust they tell us its a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.
We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.
Russell Hardy, Trust Chairman: “The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential.”
Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time.
Detailed job description and main responsibilities
To view role requirements and role responsibilities in full, please view ‘supporting documents’ linked to this vacancy.
Person specification
Skills, Knowledge & Abilities
Essential criteria
- Strong understanding of service support operations and escalation processes.
- Ability to work closely with other teams
- Understanding NHS policies and Strategies, including DP & IG Toolkit
- Able to manage own time and workload effectively and meet agreed deadlines
Qualifications
Essential criteria
- Degree level education in IT or similar and/or equivalent experience
- Experience in supporting digital programme/change
- IT Service Management Qualification (ITIL) or equivalent experience
- Working knowledge early life support following project implementation
- Proven NHS environment experience
Desirable criteria
- Understanding project management or working towards a qualification
Experience
Essential criteria
- Supervising and managing others
- Experience working in a Support Services environment
- Experience working with Out of Hours support groups
Personal Attributes
Essential criteria
- Flexible approach and openness and readiness to adapt to change
- Can demonstrate initiative, creativity, flexibility and a personal ethos for continuous improvement
- Self motivated
Employer certification / accreditation badges
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Documents to download
Further details / informal visits contact
- Name
- Shirley Michael
- Job title
- Service Manager - CSG Training & Systems Support
- Email address
- [email protected]
- Telephone number
- 01432 381 748
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