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Switchboard Operator
| Posting date: | 06 February 2025 |
|---|---|
| Salary: | £29,485.00 to £31,088.00 per year |
| Additional salary information: | £29485.00 - £31088.00 a year |
| Hours: | Full time |
| Closing date: | 16 February 2025 |
| Location: | Chelsea, SW3 6NP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9196-25-0186 |
Summary
Answer all calls in a timely polite and helpful manner, ensuring a quality service to all clients. Use appropriate questioning techniques requiring effective relevant information from the caller, where necessary crossing barriers of understanding. Receiving and interpreting information, reassuring and negotiating correct pathway for the client to take them to the appropriate department. Based on the relevant information supplied by the caller, the information is acted upon, analysing a range of facts to ensure correct department/person is informed according to procedure. Be able to operate the switchboard with speed and accuracy to ensure all calls are efficiently directed. To provide high standards of personal care to internal and external agencies. To provide support to new members of staff to ensure guidelines from callers are regulated and uniformed. To be able to concentrate for long periods of time and respond with speed and accuracy to a range of situations. To be able to remain calm and persuasive in all situations, where appropriate use empathetic and negotiating skills to support clients. To be familiar with procedures and carry them out effectively in the event of an emergency ie: cardiac arrest/fire alarm and bomb threats. To cover for colleagues on annual leave/sickness. This may require changes to shift at short notice and variation to a regular shift pattern. This may involve some overtime to be worked. To offer advice to all users referring all calls where senior input is required to the Switchboard Manager. To advise the Switchboard Manager of any omissions in delay in staff information or number changes being received from Human Resources. Inform them of name changes and relevant information to be updated. Keep rotas updated. Programme and send off internal pagers and air calls for repair and also to fill in the Major Incident record sheet and photocopying. To make sure all shifts are covered within switchboard for annual leave and sickness. To come forward with ideas in improving existing ideas within switchboard. Change the rota board on a daily basis and keep it updated with any changes or alterations in conjunction with the on call rota book and Rota watch. Log all faults within switchboard with suppliers. Take LAS calls for primary admissions, following procedures to alert relevant staff Work effectively as a team member in a professional manner. To undertake any other duties as requested by Switchboard Manager commensurate with the grade. To contribute ideas for continued improvement within the department Communication Patient/customer care (both direct and indirect) Policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety. Other duties To undertake any other duties commensurate with the grade as requested.