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Customer Service and Reception Jobs London - Find Customer Service and Reception Jobs

London Home Page > Jobs > Customer Service and Reception > Telecoms and Reception Manager

Telecoms and Reception Manager

Posted on: Friday 25 October
Posting no: 6170425897

Carillion is one of the UK's leading support services companies with a substantial portfolio of Public Private Partnership projects and extensive construction capabilities. The Group has annual revenue of over £5billion, employs around 50,000 people and operates across the UK, in the Middle East, Canada and the Caribbean.

In the UK, Carillion's principal market sectors are Defence, Education, Health, Facilities Management & Services, Rail, Roads, Building, Civil Engineering and Utilities Services.

In the Middle East, Carillion's principal market sectors are Construction and Facilities Management. In Canada and the Caribbean, the Group's main sectors are Health, Roads Maintenance and Construction.

Carillon's portfolio of equity investments in Public Private Partnership projects includes projects in the UK and Canada, particularly in the Defence, Education, Health and transport sectors.

Carillion is an equal opportunities employer.

Business Unit/Area Overview :


Purpose of Role :

To take the lead in the Telecommunications, and Reception Services ensuring that the resources are managed efficiently in line with the service level agreements between the Trust and Carillion..

Key Objectives of the Role :

To have responsibility for providing a comprehensive, telephony, and communications service, internally to patients, staff, visitors and other customers. Including the responsibly of the Main Front Reception staff, promoting an excellent public relations image for the Trust
To ensure the internal telephone directory on the Trust Intranet Site is kept updated on a daily basis in conjunction with the IVR System.
To monitor the response times and customer service levels of the operators to ensure that they meet the quality specifications agreed timescales.
To produce regular activity reports including the volume of traffic unanswered calls and response times for all emergencies. To produce staff performance data and actively measure individuals performance.
To monitor service expenditure against the forecast to ensure the service is delivered within budget, proposing efficiency gains where appropriate.
To advise all Trust staff, on purchases relating to telephony equipment.

Job Level Overview :

The Job Holder is subject to managerial control and the job is generally subject to practices and procedures that have clear precedents, or are covered by closely defined policies. The Job Holder may be 'part' qualified and will certainly possess some specialised skills that may have been gained through 'on the job' experience. The Job Holder's performance will have either a minimal impact on plc performance, or a very small impact on Business Group performance.

Operational Accountabilities :

-Accountable for the completion of standard or non-standard tasks, within the scope of the function
-Delivers activities to support operational objectives for their role
-Inputs to planning activities with horizons of typically up to 6 months
-Makes decisions within parameters set by manager, using job/specialist experience
-Interacts with client or users around specific work efforts and deliverables
-Supports delivery of Health and Safety policy and standards
-Supervises the activities of others to meet deadlines and quality standards taking account of impact outside area of responsibility
-Focus of work on the completion of a set of related tasks for a particular section or service with the ability to accommodate new tasks

Financial Accountabilities :

-Identifies ways to reduce cost
-Work within a given budget, usually without authorised spend of their own

People Accountabilities :

-Required to supervise a small team
-Co-ordinates available resource to deal with the work in hand
-Required to assist less experienced staff
-Undertakes the performance reviews and provides training recommendations
-Responsible for performance management issues and recommending disciplinary actions.

Knowledge and Applied Skills :

-Knowledge of Switchboard systems or call centres. Good working knowledge of call logging systems

Must have experience in the management of staff, preferably with experience of budget control, costings and invoicing.

Behavioural Competencies :

Achieving and Doing
Builds Relationships
Business Awareness
Contributing to continuous improvement
Customer Focus
Dealing with Change
Delivery Through People
Planning and Organising

Additional Role Information :

Agenda for change role Band 7 (Trust terms and conditions)
27 days annual leave on appointment, 29 days after 5 years and 33 days after 10 years
London Weighting also payable £6,092 - £6,217
8 weeks notice period eitherway
Start date - to commence as soon as possible

Contact the ad poster

 Contacts of a commercial nature will NOT be entertained
phone: Carillion plc on 01902 422 431