Customer Service Centre And Switchboard Team Leader
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 22/09/2026
- Closes
- 06/10/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.”Quoted verbatim from the source advert
Role summary
The Customer Service Centre and Switchboard Team Leader will provide a high-quality service to patients, staff, and the public. This role involves overseeing the day-to-day management of the customer service and switchboard teams, ensuring effective service delivery. The Team Leader will manage staff rosters, identify training needs, and provide ongoing support to advisors and operators. They will also maintain accurate staff records, coordinate mandatory training, and conduct annual appraisals to support staff development.
Essential criteria
- Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours
- Training & Qualifications
- GCSE's in English and Maths or NVQ 3 Diploma or equivalent experience
- Basic team leadership/supervision certificate or experience.
- Administration 2/RSA/OCR Stage II or equivalent.
- Good working knowledge of and computer literate with knowledge and experience of using word, Microsoft outlook and excel.
Desirable criteria
- RSA/OSR stage III
- Experience of using a database.
- Experience of using a CAFM system.
- Working in a Call Centre or Switchboard environment Proven administration and secretarial skills experience.
- The use of IT and associated software systems and telephone communications systems.
- Previous experience in staff management or evidence of ability to deal effectively with people.
- Experience of working within a busy healthcare/complex environment
- Communication and relationship skills
- Good interpersonal skills, Excellent verbal and written communication skills
- Ability to motivate others to achieve positive outcomes.
- Ability to display initiative.
- Able to deal with, at times, contentious and sensitive issues in appropriate manner
- Ability to work as a team member
- Ability to meet strict deadlines
- Equality, Diversity and Inclusion
- Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
- Commitment to Trust Values and Behaviours
- Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours
- Training & Qualifications
- GCSE's in English and Maths or NVQ 3 Diploma or equivalent experience
- Basic team leadership/supervision certificate or experience.
- Administration 2/RSA/OCR Stage II or equivalent.
- Good working knowledge of and computer literate with knowledge and experience of using word, Microsoft outlook and excel.
- RSA/OSR stage III
- Experience of using a database.
- Experience of using a CAFM system.
- Working in a Call Centre or Switchboard environment Proven administration and secretarial skills experience.
- The use of IT and associated software systems and telephone communications systems.
- Previous experience in staff management or evidence of ability to deal effectively with people.
- Experience of working within a busy healthcare/complex environment
- Communication and relationship skills
- Good interpersonal skills, Excellent verbal and written communication skills
- Ability to motivate others to achieve positive outcomes.
- Ability to display initiative.
- Able to deal with, at times, contentious and sensitive issues in appropriate manner
- Ability to work as a team member
- Ability to meet strict deadlines
- Equality, Diversity and Inclusion
- Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
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
University Hospitals of Leicester NHS Trust
Customer Service Centre And Switchboard Team Leader
The closing date is 06 October 2026
Job summary
The Customer Service Centre and Switchboard Team Leader will provide a comprehensive, high quality service to patients, staff and members of the public on behalf of the Trust.
Acting as the first point of contact for frontline staff, the Team leader will oversee the day to day management of the customer service and switchboard teams ensuring the effective delivery of services.
Main duties of the job
As a subject matter expert on switchboard and helpdesk processes, the Team Leader will manage daily staff rosters to ensure appropriate coverage and maintain service efficiency. They will identify training needs, provide on-going support to advisors and operators and to ensure adherence to established procedures and policies. The Team Leader will maintain accurate staff records, coordinate mandatory training and conduct annual appraisals to support staff development and performance.
About us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:
- high-quality care for all,
- being a great place to work,
- partnerships for impact, and
- research and education excellence
And we will embed health
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