Deputy Call Centre Manager
Full-time
Mid
Description
To work closely with the Deputy Switchboard Manager and Business Services Manager to ensure the provision of a high quality and efficient switchboard services are carried out. The Post holder will work a no set work pattern, which means you must have a flexible working approach to this role, Fully Flexible approach as you will be working in a 24/7 service, Core Hours, Evenings, Nights, Bank Holidays and Weekends Deputy Switchboard Manager is required to manage switchboard services. This post will be based at the Royal Liverpool Hospital and will work with the Switchboard Services Manager and day shift Deputy Switchboard Manager. We currently have a team of 42 switchboard operators, working a range of shifts over 365 days. The Deputy Manager will also be expected to participate in call handling as part of the role. This is an expanding service, currently we provide switchboard services to The Walton Centre, Clatterbridge Centre, Royal Liverpool, Aintree and Broadgreen Hospitals. In the future (when trained and competent) this role will also work with the 24 hour 8888 helpdesk (and vice versa). The aim will be to have Managers who can cover switchboard and Helpdesk. It will be an interesting and rewarding role in a service that is expanding. The post holder will be part of Estates & Facilities Business Services team. The team covers a range of administrative functions across Aintree, Royal, Broadgreen and Liverpool Women's sites., Ensure operational cost stay within budget attend meetings in the absence of the manager if/when required. The post holder will monitor performance undertaking analysis of any issues impacting on staff performance. The post holder will use established outcomes to assist in the resolution of issues effecting performance. The post holder will suggest any amendments to process which may raise the service level within the area., The post holder will have responsibility for the day to day operation of the Trust's telephone system. Assist in the implementation of new systems and upgrades of existing equipment. To provide operational cover for switchboard and 8888 Estates & Facilities Helpdesk and support within Business Services as and when necessary Systems Administrator Interrogate for the Trust's call management and paging systems providing reports as required. Update operator directory daily. Monitor usage of the Trust's Contact Portal speech recognition updating regularly ensuring staff details are accurate. Provide accounts and log on details for agents using the Trust's contact centre 59R appointments system. Interrogate the system for statistics of call volumes and performance. Apply moves and changes to the Trust's telephone system, 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.
• NVQ 3 or equivalent qualification in Customer Care, Demonstrable experience working in Acute NHS Trust and knowledge/experience of telecommunications
• Demonstrable experience of recruitment and management of staff within a communications work area, Knowledge/experience of IP Telephony, Excellent organisational skills
• Excellent communication skills
• Computer skills - Databases Microsoft Word, Excel
• Self motivated flexible and reliable
• Able to motivate others to achieve results
• Able to use own initiative
University Hospitals of Liverpool Group comprises Aintree University Hospital, Broadgreen Hospital, Royal Liverpool University Hospital & Liverpool Womans Hospital. University Hospitals of Liverpool Group, formed in 2025 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients. UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West. Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.
Note: Under current Home Office Immigration Rules we are currently unable to offer right to work visa sponsorship for Band 2 and 3 roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria. Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview. We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role. Candidates applying for the role of Healthcare Assistant on the staff bank should note that due to the nature of the role, workers must be aged 18 or above when commencing in post. Applicants are therefore welcome from those aged over 18 or within 3 months' of their 18^th birthday. The Trust is committed to promoting a healthy work-life balance and achieve fair, equitable and consistent practice. We welcome flexible working requests and will consider a variety of flexible working arrangements from day one of your employment. Not all roles are suitable for every flexible working opportunity all of the time. Flexible working options may include reduced hours, compressed hours, fixed shifts, time back in lieu and home working. The Trust is committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We encourage applicants from the following groups that are currently under-represented in our workforce black, Asian and minority ethnic, lesbian, gay, bisexual and Transgender (LGBTQ+), disabled, male and age 16-24. Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post. The amount of £26.50 (standard disclosure) or £54.50 (enhanced disclosure) will be deducted from salary, in manageable monthly instalments for up to 3 months following commencement of employment. Bank posts require upfront payment. From April 2017, Skilled visa applicants and their adult dependant(s) will be required to provide a criminal record certificate from each country they have lived in consecutively for 12 months or more in the past ten years. Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa. This organisation has a zero-tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the organisations safeguarding children and adults' policy and comply with the Local Safeguarding Children and Adult Board procedures. Staff should be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the organisation in line with the requirements of statutory guidance and legislation. All employees (and volunteers)are expected maintain their safeguarding knowledge and skills by completing mandatory safeguarding training which includes understanding and recognising the signs of abuse and neglect and taking appropriate action. As an organisation, we have adopted the Merseyside Domestic abuse workplace scheme which supports our staff who are experiencing Domestic Abuse /any forms of sexual violence. If you have any personal requirements that will enable you to participate in our recruitment process please contact a member of the Recruitment Services by phone on 0151 706 4666 at the earliest opportunity to ensure that measures can be put in place to enable your application for this post. Please note: new entrants to the NHS will commence on the first pay point of the relevant band.
• NVQ 3 or equivalent qualification in Customer Care, Demonstrable experience working in Acute NHS Trust and knowledge/experience of telecommunications
• Demonstrable experience of recruitment and management of staff within a communications work area, Knowledge/experience of IP Telephony, Excellent organisational skills
• Excellent communication skills
• Computer skills - Databases Microsoft Word, Excel
• Self motivated flexible and reliable
• Able to motivate others to achieve results
• Able to use own initiative
University Hospitals of Liverpool Group comprises Aintree University Hospital, Broadgreen Hospital, Royal Liverpool University Hospital & Liverpool Womans Hospital. University Hospitals of Liverpool Group, formed in 2025 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients. UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West. Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.
Note: Under current Home Office Immigration Rules we are currently unable to offer right to work visa sponsorship for Band 2 and 3 roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria. Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview. We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role. Candidates applying for the role of Healthcare Assistant on the staff bank should note that due to the nature of the role, workers must be aged 18 or above when commencing in post. Applicants are therefore welcome from those aged over 18 or within 3 months' of their 18^th birthday. The Trust is committed to promoting a healthy work-life balance and achieve fair, equitable and consistent practice. We welcome flexible working requests and will consider a variety of flexible working arrangements from day one of your employment. Not all roles are suitable for every flexible working opportunity all of the time. Flexible working options may include reduced hours, compressed hours, fixed shifts, time back in lieu and home working. The Trust is committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We encourage applicants from the following groups that are currently under-represented in our workforce black, Asian and minority ethnic, lesbian, gay, bisexual and Transgender (LGBTQ+), disabled, male and age 16-24. Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post. The amount of £26.50 (standard disclosure) or £54.50 (enhanced disclosure) will be deducted from salary, in manageable monthly instalments for up to 3 months following commencement of employment. Bank posts require upfront payment. From April 2017, Skilled visa applicants and their adult dependant(s) will be required to provide a criminal record certificate from each country they have lived in consecutively for 12 months or more in the past ten years. Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa. This organisation has a zero-tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the organisations safeguarding children and adults' policy and comply with the Local Safeguarding Children and Adult Board procedures. Staff should be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the organisation in line with the requirements of statutory guidance and legislation. All employees (and volunteers)are expected maintain their safeguarding knowledge and skills by completing mandatory safeguarding training which includes understanding and recognising the signs of abuse and neglect and taking appropriate action. As an organisation, we have adopted the Merseyside Domestic abuse workplace scheme which supports our staff who are experiencing Domestic Abuse /any forms of sexual violence. If you have any personal requirements that will enable you to participate in our recruitment process please contact a member of the Recruitment Services by phone on 0151 706 4666 at the earliest opportunity to ensure that measures can be put in place to enable your application for this post. Please note: new entrants to the NHS will commence on the first pay point of the relevant band.