Switchboard Service Manager

This key operational leadership role is responsible for managing service performance, driving continuous improvement and ensuring high standards of customer service. The Switchboard Service is the Trust's first point of contact and plays a critical role in supporting emergency response, patient safety and day-to-day operations.

The post-holder will oversee KPIs, governance and emergency escalation processes, work closely with clinical, operational and digital teams, and provide expert leadership, training and development for Switchboard staff. This is an excellent opportunity to make a meaningful impact within one of the UK's largest NHS Trusts., Lead and manage the delivery of a high-quality, resilient 24/7 Switchboard Service across all Oxford University Hospitals sites, ensuring continuous operational cover.

Act as the senior operational lead for the Switchboard Service, maintaining consistently high standards of customer service, responsiveness and professionalism.

Ensure the service operates effectively against agreed Key Performance Indicators (KPIs), identifying risks, implementing actions and driving continuous improvement.

Lead compliance with Trust policies, procedures and governance frameworks, ensuring safe, effective and cost-efficient service delivery.

Maintain oversight of emergency call handling and escalation processes, supporting Trust-wide emergency responses and critical incidents.

Develop and manage the Trust-wide Master Directory, working closely with clinical, operational and digital stakeholders to ensure accuracy and reliability.

Work collaboratively with internal and external partners, including clinical teams, IM&T, operational managers and emergency planning leads, to support effective communication and service integration.

Provide expert operational advice, guidance and training to Switchboard staff, supporting competency development, service standards and operational resilience.

Actively lead and support service improvement initiatives to enhance user experience, efficiency and sustainability., 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.

Oxford University Hospitals NHS Foundation Trust is seeking an experienced and motivated Switchboard Service Manager to lead and deliver a high-quality, resilient 24/7 Switchboard Service across all hospital sites., * NHS Operational management experience, * Management qualification or equivalent

• Educated to degree level or equivalent experience
• GCSE English and Maths at grade C or above, * Experience of analysing and interpreting complex data sets
• Knowledge of RTT pathways
• Excellent interpersonal and negotiating skills with stakeholders of all levels
• Excellent communication skills - written and spoken (report writing and presentations)
• Understanding of budget/finance management

Desirable criteria

• Working knowledge of hospital systems
• Ability to undertake audits

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises of four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence., Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please view OUH At a Glance by OUHospitals - Issuu Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel., Sexual Safety Charter: In 2023 NHS England launched its first sexual safety charter, and our Trust proudly signed it. We pledge zero tolerance for inappropriate sexual behaviour and commit to the ten core principles Oxford University Hospitals promotes a safe, respectful hiring environment. If you want to make a difference with us, come and join our team. Together, we will uphold the highest standards of care and professionalism.