Job Description

The Switchboard Supervisor will support in the management of the switchboard operators, performance, and continuity of the hospital's telecommunications services. This includes not only supervising and developing a team of operators but also participating directly in frontline switchboard duties during periods of high demand or limited staffing. The post holder ensures 24/7 operational effectiveness, compliance with emergency protocols, and exceptional service delivery to patients, staff, and external stakeholders.
You should be a highly motivated team player with an operational knowledge of switchboard services within an acute hospital setting along with experience of managing teams.
Troubleshooting issues and implementing changes with suppliers will be something you are keen to be a part of and working with all levels of staff to ensure telecoms systems are developed appropriately to support the activity of the services will be paramount in your thinking.
Main duties of the job

• Plan and manage staff rotas using Healthroster, ensuring adequate coverage, especially during peak hours or staff shortages.
• Reallocate resources to meet fluctuating call volumes and respond to unexpected absences
• Support and guide operators through difficult calls and operational challenges.
• Provide technical and administrative assistance where required.
• Collate, analyse, and present monthly call data for Trust reporting.
• Respond to complaints via Datix, offering professional resolutions and feedback.
• Maintain switchboard equipment and report faults to IT or service providers for resolution.
• Contribute to Trust-wide operational changes by proposing and implementing improvements.

• Receive, triage, and direct all internal and external calls via the hospital switchboard promptly and courteously.
• Handle sensitive, distressed, or irate callers professionally and empathetically
• Initiate and track emergency response protocols, including liaising with the Emergency Planning Liaison Officer and Site Manager on Call.
• Maintain and operate the bleep and pager systems, including programming, replacements, and fault reporting.
• Manage lift alarms, radio paging requests, and contact with maintenance engineers out of hours.
• Receive and manage GP calls, rota updates, and duty lists for on-call staff and medical schools

Provide cover on bank holidays and participate in training and continuous development. Please read full JD for more details
About us
St George's University Hospitals NHS Foundation Trust is one of the country's principal teaching hospitals and our main site is shared with St George's, University of London, which trains medical students and carries out advanced medical research. We have over 9,000 dedicated staff serving a population of 1.3 million across south-west London.
We deliver a large number of services, such as cardiothoracic medicine and surgery, neurosciences and renal transplantation. We also cover significant populations from Surrey and Sussex, totalling around 3.5 million people. As well as acute hospital services, we provide a wide variety of specialist care and a range of community services to patients.
Details
Date posted
29 September 2025
Pay scheme
Agenda for change
Band
Band 5
Salary
37,259 to 45,356 a year PA including HCAS inner
Contract
Permanent
Working pattern
Full-time
Reference number
200-NN-7426689-A&C-Z
Job locations
St George's Hospital
Blackshaw Road
Tooting, London
SW17 0QT
Job description
Job responsibilities
Please see attached the job description for more details on the main responsibilities for this role. Job description
Job responsibilities
Please see attached the job description for more details on the main responsibilities for this role.
Person Specification
Qualifications, relevant CPD
Essential

• Good level of Education to A Level Standard or 2 years' experience working in the NHS or a public sector organisation
• Proven equivalent in an IT or Switchboard / Call Centre environment

Desirable

• Customer Services qualification

Experience
Essential

• Supervisory experience, preferably of a 24/7 service
• Working with communication systems and information networks
• Experience of using and understanding IT / telephony infrastructure
• Experience of using and understanding IT / telephony infrastructure
• Experience of using / managing Bleep or Paging systems

Desirable

• Experience of improving work procedures and practices.

Person Specification
Qualifications, relevant CPD
Essential

• Good level of Education to A Level Standard or 2 years' experience working in the NHS or a public sector organisation
• Proven equivalent in an IT or Switchboard / Call Centre environment

Desirable

• Customer Services qualification

Experience
Essential

• Supervisory experience, preferably of a 24/7 service
• Working with communication systems and information networks
• Experience of using and understanding IT / telephony infrastructure
• Experience of using and understanding IT / telephony infrastructure
• Experience of using / managing Bleep or Paging systems

Desirable

• Experience of improving work procedures and practices.

Skills Required