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Job summary

Main area
Telecommunications Operator Service, Switchboard
Grade
Band 4
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
205-7079291
Employer
University Hospitals of North Midlands NHS Trust
Employer type
NHS
Site
Royal Stoke
Town
Stoke-On-Trent
Salary
£27,485 - £30,162 per annum
Salary period
Yearly
Closing
19/08/2025 23:59

Employer heading

NHS

Operator Service Support Manager

Band 4

Job overview

University Hospitals of North Midlands is currently unable to provide sponsorship this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.

An exciting opportunity has arisen for a  Operator Service Support Manager within the Telecommunications Call Centre.

  • UHNM’s Operator Service delivers 24/7 Switchboard service to all trust staff and external users of its telephony network.
  • The Operator Service Support Manager will play a crucial role within the Department, working closely with the Telecommunications Manager, to ensure efficient and effective operational management of our business critical service.

Main duties of the job

The post holder will be responsible for the training, leadership and day to day operational management of the Trusts Operator Service and is responsible for managing operational performance targets, developing, supporting and maintaining rota’s and shift patterns to cover a 24/7 Operator service. Some out of hours work may be required to meet the needs of the service.

The successful candidate will have the ability to manage and prioritise a busy workload whilst working as part of the management team. This is an exciting opportunity and an excellent career choice to gain operational management experience. 

Working for our organisation

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. We serve around three million people and we’re highly regarded for our facilities, teaching and research. The Trust has around 1,450 inpatient beds across two sites in Stoke-on-Trent and Stafford. Our 11,000 strong workforce provide emergency treatment, planned operations and medical care from Royal Stoke University Hospital and County Hospital in Stafford.

We are the specialist centre for major trauma for the North Midlands and North Wales. We have put together a wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their potential. Our goal is to be a world-class centre of achievement, where patients receive the highest standards of care and the best people come to learn, work and research.

Detailed job description and main responsibilities

For more information on working for the Trust, please see the attached Job Description and Person Specification. For more details about this vacancy, please contact the hiring manger using the contact details below.

Person specification

Education and qualifications

Essential criteria
  • Educated to GCSE Level
Desirable criteria
  • Customer service/Business admin qualification
  • Degree in Management or health related subject

Experience

Essential criteria
  • Proficient in the use of Microsoft Word, Excel, and Outlook
  • Experience of managing a diverse team
  • Experience of working autonomously and being accountable for own actions
Desirable criteria
  • Proven experience of working in a customer service environment
  • Experience of recruitment processes
  • Proven experience of working within a complex Call Centre

Skills, Ability & Knowledge

Essential criteria
  • Ability to prioritise workload
  • Ability to motivate and support others to achieve goals
  • Ability to understand, interpret and analyse data and information
Desirable criteria
  • Technical expertise and knowledge of Telecoms systems

Personal Qualities

Essential criteria
  • Consistently professional, collaborative and compassionate in their approach
  • Acts to support and enable effective teamwork
  • Ability to work under pressure and be able to cope with interruptions whilst in periods of concentration
  • Effective communication and interpersonal and intrapersonal skills including high degree of self-awareness and self regulation

Employer certification / accreditation badges

Positive about disabled peopleAge positiveArmed Forces Covenant Gold Award

Documents to download

Apply online now

Further details / informal visits contact

Name
Julie Cadman
Job title
Telecommunications Manager
Email address
[email protected]
Telephone number
01782 671033
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