Customer Services Senior Supervisor

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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

Please be aware as per the new Immigration guidelines we cannot sponsor candidates with a salary (full time or pro Rata) under the current minimum threshold.

Please note, the selection processes at Mid and South Essex NHS Foundation Trust are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of AI in applications are monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn't accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.

Employer certification / accreditation badges

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

• Job Description and Person Specification (PDF, 424.4KB)
• Privacy Policy (PDF, 441.0KB)
• AFC Pay Poster 25/26 (PDF, 32.3KB)
• Behaviours Framework (JPG, 298.0KB)
• Trust 10 Year Strategy (PDF, 2.1MB)
• General Statements - AFC - V5.1 (PDF, 424.6KB)