Job Description

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.
About us
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.
Details
Date posted
30 September 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
27,485 to 30,162 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
205-7079291-A
Job locations
Royal Stoke
Newcastle Road
Stoke-On-Trent
ST4 6QG
Job description
Job responsibilities
For more information on working for the Trust, please see the attached and Person Specification. For more details about this vacancy, please contact the hiring manger using the contact details below. Job description
Job responsibilities
For more information on working for the Trust, please see the attached 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

• Educated to GCSE Level

Desirable

• Customer service/Business admin qualification
• Degree in Management or health related subject

Experience
Essential

• 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

• 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

• Ability to prioritise workload
• Ability to motivate and support others to achieve goals
• Ability to understand, interpret and analyse data and information

Desirable

• Technical expertise and knowledge of Telecoms systems

Personal Qualities
Essential

• 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

Person Specification
Education and qualifications
Essential

• Educated to GCSE Level

Desirable

• Customer service/Business admin qualification
• Degree in Management or health related subject

Experience
Essential

• 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

• 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

• Ability to prioritise workload
• Ability to motivate and support others to achieve goals
• Ability to understand, interpret and analyse data and information

Desirable

• Technical expertise and knowledge of Telecoms systems

Personal Qualities
Essential

• 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

Skills Required