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Job summary

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
Employer
The Shrewsbury and Telford Hospital NHS Trust
Employer type
NHS
Site
The Royal Shrewsbury Hospital
Town
Shrewsbury
Salary
£28,392 - £31,157 per annum/ pro rata
Salary period
Yearly
Closing
06/07/2026 23:59

Employer heading

The Shrewsbury and Telford Hospital NHS Trust logo

Switchboard Team Leader

Band 4 (subject to Agenda for Change banding confirmation)

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.
  • ·         It makes sure all calls are handled quickly, politely and safely, with accurate information recorded.
  • ·         It supports switchboard staff, helps plan work rotas, and provides training to team members and other staff.
  • ·         It looks after telephony systems and equipment, helping fix problems and keeping important databases up to date.
  • ·         It helps improve services by checking data, spotting issues, and suggesting better ways of working.
  • ·         It acts as deputy for the Switchboard Manager when needed and supports digital projects across the Trust.

Working for our organisation

Our Poppy’s Promise Commitment

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

Person specification

Qualifications/Education

Essential criteria
  • Educated vocational level and / or relevant experience
Desirable criteria
  • Obtained or working towards relevant professional qualification

Other

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

Experience

Essential criteria
  • 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
Desirable criteria
  • Experience of appraisals, sickness absence and managing performance
  • Experience of working in an NHS organisation
  • Experience of Customer Relation Management

Skills and Knowledge

Essential criteria
  • 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
Desirable criteria
  • Ability to quickly assimilate new technologies / systems

Employer certification / accreditation badges

Apprenticeships logoPositive about disabled peopleAge positiveDisability confident leaderMindful employer.  Being positive about mental health.Pregnancy Loss PledgeDefence Employer Recognition Scheme (ERS) - Gold

Application numbers

In the event of a high response to this advertisement, this post will be closed. Early applications are advised.

Documents to download

Apply online now

Further details / informal visits contact

Name
Pauline Harbourne
Job title
Switchboard Manager
Email address
[email protected]
Telephone number
01743 261010

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
01743 492402
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