Switchboard and Helpdesk Team Leader
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 21/09/2026
- Closes
- 05/10/2026
Sponsorship verdict
This advert explicitly states that sponsorship is not offered.
The source advert contains explicit wording ruling out sponsorship for this specific role. Consider other live roles at the same band from sponsorship-friendly trusts.
Role summary
This is an exciting opportunity to join the Hull University Teaching Hospitals Switchboard and Helpdesk as a Team Leader. The role involves supervising Switchboard and Helpdesk telephone operators, managing rotas, and staff training. You will support the delivery of an efficient, customer-focused service, handling internal and external enquiries, emergency calls, and critical incidents. The position requires flexibility for a 24-hour shift system, including nights, weekends, and bank holidays.
Essential criteria
- ALL sections of application form FULLY completed
- Education/ Qualifications
- European Computer Driving License (ECDL) or equivalent knowledge.
- NVQ level 3 in customer care/support services
Desirable criteria
- Level 3 leadership/ supervisory qualification or above
- Knowledge, Training & Experience
- Customer Service Experience
- Computer skills with knowledge of Microsoft office applications
- Keyboard/typing skills
- Health and safety awareness
- Demonstrable experience of supervising a team in a high-volume customer service environment.
- Experience of telephony or radio communication systems
- Experience in hospital or similar environment
- Recent experience of team leading
- Knowledge of NHS Emergency Codes and Procedures.
- Communication and Interpersonal Skills
- Excellent communication and interpersonal skills
- Ability to communicate and receive sensitive information
- Provide and receive routine information requiring tact and persuasive skills
- Ability to work on own initiative and lead a team
- Flexibility towards working arrangements
- Must be able to work unsocial hours including public holidays and weekends as per service need.
- Caring and understanding approach
- Keeps calm under pressure and in difficult situations
- Ability to handle and de-escalate difficult or aggressive callers
- Special Attributes and other
- Shows motivation in developing new skills
- High level of interpersonal skills
- Demonstrate empathy and diplomacy
- Flexible and reliable
- Good time keeper
- Ability to work from both hospital sites as required to meet the demands of the service
- Ability to prioritise multiple conflicting urgent tasks (e.g., simultaneous emergency bleeps and helpdesk escalations)
- Application Completion
- ALL sections of application form FULLY completed
- Education/ Qualifications
- European Computer Driving License (ECDL) or equivalent knowledge.
- NVQ level 3 in customer care/support services
- Level 3 leadership/ supervisory qualification or above
- Knowledge, Training & Experience
- Customer Service Experience
- Computer skills with knowledge of Microsoft office applications
- Keyboard/typing skills
- Health and safety awareness
- Demonstrable experience of supervising a team in a high-volume customer service environment.
- Experience of telephony or radio communication systems
- Experience in hospital or similar environment
- Recent experience of team leading
- Knowledge of NHS Emergency Codes and Procedures.
- Communication and Interpersonal Skills
- Excellent communication and interpersonal skills
- Ability to communicate and receive sensitive information
- Provide and receive routine information requiring tact and persuasive skills
- Ability to work on own initiative and lead a team
- Flexibility towards working arrangements
- Must be able to work unsocial hours including public holidays and weekends as per service need.
- Caring and understanding approach
- Keeps calm under pressure and in difficult situations
- Ability to handle and de-escalate difficult or aggressive callers
- Special Attributes and other
- Shows motivation in developing new skills
- High level of interpersonal skills
- Demonstrate empathy and diplomacy
- Flexible and reliable
- Good time keeper
- Ability to work from both hospital sites as required to meet the demands of the service
- Ability to prioritise multiple conflicting urgent tasks (e.g., simultaneous emergency bleeps and helpdesk escalations)
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
Hull University Teaching Hospitals NHS Trust
Switchboard and Helpdesk Team Leader
The closing date is 05 October 2026
Job summary
An exiting opportunity has arisen to join the Hull University Teaching Hospitals Switchboard and Helpdesk as a Team Leader.
Please Note; this is a rotational shift pattern operating Nights, Weekends, Days and Bank Holidays. (Unsocial Pay Enhancements Apply)
The Post Holder will play a vital role in supporting the implementation of service improvements of Hull University Teaching Hospitals (HUTH's) Switchboard and Helpdesk service. The Switchboard Team Leader will be responsible for the supervision of Switchboard and Helpdesk telephone operators, supporting the management of Rotas, staff training and the delivery of an efficient, customer focused Switchboard and Helpdesk service.
The Switchboard service deals with every day internal and external enquiries, emergency calls, helicopters and trauma calls. The role will be required to work closely with clinical and non-clinical service users to provide assistance and advice as required and hold responsibility for supervising the response to emergency, critical and major incidents (e.g. 2222, Bomb Threats and Major Incident). Working as part of a 24 hour shift system the Switchboard Team Leader must be flexible and have the ability to work at short notice to meet the demands of the service. Th
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