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Switchboard Operator | University Hospitals of Leicester NHS Trust
| Posting date: | 13 March 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £22,383 Per Annum |
| Hours: | Part time |
| Closing date: | 12 April 2024 |
| Location: | Leicester, LE1 5WW |
| Company: | University Hospitals of Leicester |
| Job type: | Permanent |
| Job reference: | 6064193/358-6064193-EF |
Summary
We are currently recruiting for 2 Switchboard Operators to work in our busy 24/7 Switchboard based at the Leicester Royal Infirmary. These are permanent vacancies with the hours and shift pattern listed below:
Monday to Friday – 1600-2100 – 25 hours per week.
WK1 Tue, Wed, Thu & Fri - 0900-1700 Sun - 1300-2100 – 37.50 hours per week
WK2 Mon to Fri 0900-1700 – 37.50 hours per week
The successful candidate will need to be a well-organised person with excellent interpersonal skills to work in our busy Switchboard. You will be the first point of contact for all our Patients and Visitors who contact us via the phone. It is essential that you have excellent communication skills and a good telephone manner. Experience of working in a customer focused/Switchboard environment, together with GCSE English & Maths and accurate keyboard skills are essential. A minimum of 1 years’ experience in a Switchboard/ Call Centre environment or similar is desirable, although not essential, as full training will be given.
The hours are as stated above but there will be times when flexibility is needed to fill gaps during our busy period and to cover for sickness and annual leave at short notice. During the first few weeks flexibility will be required when you will need to attend training sessions and shadow other staff members
Previous candidates need to apply.
Please be aware that this role does not offer sponsorship
Mayur Kachela, Customer Service Centre Manager, on 07500 982862.
To provide a comprehensive, high quality switchboard service to
patients, staff and members of the public on behalf of the Trust.
To operate a telephone switchboard and associated communication
systems as required.
To observe and respond to monitors/alarms within
an agreed scope of responsibility and carry out stringent documented
procedures in the event of an emergency situation.
At all times providing a polite and courteous telephone manner when receiving and re-directing calls.
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 equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:
• we are compassionate,
• we are proud,
• we are inclusive, and
• we are one team
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
About the University Hospitals of Leicester NHS Trust:
http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies/
KEY WORKING RELATIONSHIPS
Detail the main working relationships that the post holder will be required to develop.
The post holder will maintain good working relationships with;
Members of staff at all levels
Facilities Supervisors/Team Leaders
Facilities Managers
External Agencies
Members of the public
Patients
Emergency Service
KEY RESULT AREAS
To provide a comprehensive service for receiving and initiating
calls from external and internal sources, be competent in
operating an AC-Win PC Based Console/or similar system.
Efficient processing of telephone calls received via the switchboard consoles and other extensions within the switchboard area.
Operation of internal bleep/pager and mobile telephone systems
Providing a welcoming service for routine enquires and assistance to staff users and the general public, ensuring appropriate assistance is provided.
Carrying out all emergency procedures relating to any hospital
alerts/alarms i.e. cardiac arrest, equipment alarms, major incidents, fire alerts, security/police response and any other emergencies that may arise.
At all times working within job role following Trust policies and procedures.
On Call Service: To contact staff as required/needed by the trust
in accordance with the hospitals procedures, duties are to maintain such records and contact procedures as may be required.
Testing Emergency Telephones, Fire bleeps and Cardiac Arrest bleeps ensuring all relevant documentation are accurately completed
Fault Reporting: Issue and record replacement of telephone handsets when extension faults occur.
To arrange for the exchange of bleeps when medical staff change disciplines etc. and record details within relevant documentation.
Deal with incoming fax messages for departments within the Trust, documenting its time of arrival, time of notification and collection
To inform the Supervisors/Senior telephonist of changes required to the operator directory in order to keep it accurate and up to date.
In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/or similar) system enquiries and forwarding the callers to the correct destination.
To provide cover for annual leave/absences and sickness where and when required (sometimes at short notice) in order that the switchboards are manned at all times.
Bank and Public Holidays: To provide cover when required to provide a constant service.
Carrying out administration duties when required, such as training and supporting to starters.
This advert closes on Wednesday 27 Mar 2024