Job summary
We are looking to welcome new Telecommunication Officers to our friendly team at UHD!
Your duties will include operation of a computer-based switchboard console, monitoring and responding to a variety of alarms and emergency conditions.
Candidates for the post should have previous experience of working in a fast-paced customer focused environment. Ideally candidates will have experience operating a telephone switchboard, however full training will be provided.
Good communications skills, attention to detail and the ability to work as part of a team are essential. Experience of working in a similar, fast paced environment would be an advantage.
Successful candidates will be required to work days, evenings and bank holidays, and must be flexible to the needs of the service and be prepared to attend at short notice.
We are currently looking for applicants to cover a number of positions full time or part time on a rotational basis, typical shifts include: 07:30 -15:30; 08:00-14:00; 08:30-16:30; 09:00-17:30; 09;00-17:00; 09:00-18:30; 14:00-22:00. Regular weekend and bank holiday work is required.
Base Location: Poole Hospital
Interview Date: TBC
Main duties of the job
- To provide a central communication service to approximately 10,000 users within the Trusts.
- To manage and operate the "2222" service, ensuring an immediate response to all clinical and non-clinical incidents.
- Provide and receive routine or sensitive information both internally and externally requiring tact or persuasive skills where there may be barriers to understanding.
- Providing and receiving complex or sensitive information orally, in writing or electronically to inform work colleagues, patient, clients, carers, the public or other external contacts including Police and Coroners
- To create effective working relationships with the users of the service, respecting equality and diversity in line with Trusts' Approach.
- To advise both external and internal customers on communication problems, ensuring the Switchboard Manager and/or Assistant Director of IT Security, Capacity, Service Improvement is informed as appropriate.
- Ensure that the Switchboard service is operated in a courteous, friendly and efficient manner.
- Guide, help and advise staff to enable them to deal with any communication problems
About us
Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued teammates and colleagues.
Job description
Job responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this adver
Job description
Job responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this adver
Person Specification
Qualifications
Essential
- Educated to NVQ Level 3, or equivalent experience.
Desirable
- Advanced BT Training / NVQ 3 / Switchboard/Call Centre Experience
Experience
Essential
- Experience of all aspects of procedures and practices in a busy Hospital environment
- Experience of Windows based Console switchboards
- Experience of Multitione and Swissphone paging systems
Technical Skills Competencies
Essential
- Effective communication skills
- Ability to deal with customers in a courteous manner
- Must be able to work within a team
- Ability to impart knowledge to others
- Ability to deal with emotionally stressful situations
- Must be totally discreet
- Capacity to work under pressure
- Ability to develop effective working relationships
- Computer literate with advanced keyboard/mouse skills - essential for speed and accuracy
- Ability to provide & receive complex or sensitive information where there are barriers to communication
Knowledge
Essential
- Previously NHS experience, familiar with implementing emergency procedures
Desirable
- Comprehensive understanding of Switchboard procedures
- Knowledge of Medical terminology
- Good understanding of the working of NHS Hospital
Interpersonal skills
Essential
- Attention to detail
- Ability to deal calmly with difficult callers and associated problems
Desirable
- Awareness of managing workplace stress and pressures
Other requirements specific to the role
Essential
- Ability to travel to work to undertake un-social hours Flexible approach to shift working
Personal Attributes
Essential
- Friendly and patient personality
- Ability to adapt to shift work
- Ability to work under pressure
Language Requirement
Essential
- Be able to speak English as necessary to undertake the role.
Person Specification
Qualifications
Essential
- Educated to NVQ Level 3, or equivalent experience.
Desirable
- Advanced BT Training / NVQ 3 / Switchboard/Call Centre Experience
Experience
Essential
- Experience of all aspects of procedures and practices in a busy Hospital environment
- Experience of Windows based Console switchboards
- Experience of Multitione and Swissphone paging systems
Technical Skills Competencies
Essential
- Effective communication skills
- Ability to deal with customers in a courteous manner
- Must be able to work within a team
- Ability to impart knowledge to others
- Ability to deal with emotionally stressful situations
- Must be totally discreet
- Capacity to work under pressure
- Ability to develop effective working relationships
- Computer literate with advanced keyboard/mouse skills - essential for speed and accuracy
- Ability to provide & receive complex or sensitive information where there are barriers to communication
Knowledge
Essential
- Previously NHS experience, familiar with implementing emergency procedures
Desirable
- Comprehensive understanding of Switchboard procedures
- Knowledge of Medical terminology
- Good understanding of the working of NHS Hospital
Interpersonal skills
Essential
- Attention to detail
- Ability to deal calmly with difficult callers and associated problems
Desirable
- Awareness of managing workplace stress and pressures
Other requirements specific to the role
Essential
- Ability to travel to work to undertake un-social hours Flexible approach to shift working
Personal Attributes
Essential
- Friendly and patient personality
- Ability to adapt to shift work
- Ability to work under pressure
Language Requirement
Essential
- Be able to speak English as necessary to undertake the role.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
