Job summary
Kernowflex (Bank) - Switchboard Operative
Zero Hours Contract
A vacancy has arisen for an experienced Switchboard Operator to join the Facilities Team at the West Cornwall Hospital, Penzance. It is essential that the applicant has experience working within healthcare establishment. The successful candidate will have the ability to work with the minimum of supervision and under strict health and safety conditions. The role will involve dealing with Customer enquiries, operating the Facilities Management System and general administrative duties. The applicant must demonstrate excellent customer service skills and positive telephone etiquette. Taking care of our customers over the telephone and making them feel well informed and appreciated is essential.
The ideal candidate will have experience of working in a help desk environment and ideally in a healthcare setting. A willingness to undertake further training, when required.
Shifts are 6 hours. Shift times are :
06.00 - 12.00; 12.00 - 18.00; 18.00 - 00.00 and 00.00 - 06.00
Main duties of the job
To answer and/or manage all incoming calls from an external/internal source in a polite and efficient manner. Act as the emergency contact point for cardiac, fire and other emergencies and activate routine emergency tests and procedures. Educate and familiarise Trust staff with regards to the specific KPI's and alternative sources i.e. shared guidance folder, on-line directory ensuring good customer status and managing expectations.
Carry out various emergency procedures for cardiac arrest, fire, major incident etc. and maintain records in accordance with standing instructions/ operational procedures.
Monitor and report any faults on various alarm systems to the appropriate department. Respond to fire alarms and deal with as per hospital policy (site specific) Be aware of and be confident in ability to carry out the hospital major incident plan and emergency responses. Operate the internal paging system to contact staff for both internal and external calls. Bleep radio pagers via external bureau, giving numeric and verbal information, awaiting response and putting caller through to department as requested. Test emergency group bleeps daily including site specific groups. Replace batteries on request. Instruct bleep holders on correct usage and procedures. Report faults that may have an impact on the running of the department to the Facilities Supervisor.
Manage the allocation and return of keys in and out of the department.
About us
Kernowflex (Bank) - Switchboard Operative
In return for your expertise and hard work, we offer a wide range of benefits including:
Competitive rates of pay with increments.
Access to the NHS pension scheme.
Opportunities to work across various departments and sites, gaining invaluable knowledge and experience.
Unsocial hours enhancements (where applicable).
A flexible working pattern to suit you.
Opportunities for further training (all paid for) and progression into permanent posts.
Paid annual leave quarterly pro rate of working time directives.
Weekly pay.
A comprehensive induction and ongoing mandatory training.
Plus, when you go home, you can relax in the most amazing countryside and coastal environments - work-life balance here in Cornwall is unrivalled.
Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.
Job description
Job responsibilities
Knowledge
- Knowledge of IT systems
- Knowledge of facilities services
- Understanding of the Healthcare Structure
- Understanding of facilities processes
Skills
- Good oral communication
- Works accurately with attention to detail
- Exercises initiative in judgements involving straightforward job-related situations, but applies the correct balance between using initiative and seeking direction or guidance
- Able to recognise and prioritise urgent tasks
- Able to follow Standard Operating Procedures accurately
- Motivated and holds a positive attitude to teamwork
- Able to assimilate new information and implement new/revised work procedures
- Ability to organise own work tasks and activities
- Ability to coordinate with other support workers
- Calm and logical under pressure and able to cope with frequent interruptions and changing priorities
- Able to work well in a team
- Able to work with IT systems
- Good interpersonal skills
Experience
- Help Desk or Call Centre experience
- Working within healthcare environments
- Providing support to operations teams and internal/External customers
- Working remotely with onsite supervision
Staff
- To work as part of the Facilities Team providing facilities services to the Royal Cornwall Hospital
Help Desk Operator (Including knowledge, skills, health & safety and quality systems)
- Liaising with the Team Leaders and Facilities Staff to provide support to facilities operations.
- Provide front line support to patients, visitors, and staff
- Prioritising urgent tasks and informing customers on progress or delays
- Issuing, monitoring and completion of facilities tasks
- Safe use of office equipment
- Operating within the quality management system
- Use of two-way radio system
- Understanding and reporting on Building Management System alarm
- Prioritising the Security team in response to emergencies and the Porters, liaising with Switchboard in the event of a Fire Alarm.
Switchboard
- To be willing to train and provide cover and support on Switchboard as and when required including the handling of telephone calls, emergency calls, bleeps and alarms.
Safety
- To work in a safe manner, in accordance with the Trust and Facilities safety policies, using Personal Protective Equipment and other control measures when required
- To work safely with office equipment
- To attend annual mandatory security, safety, fire and manual handling training
- To observe the immunisation policy of the Trust
- To report accidents and near misses according to the Trust protocol
- Observing departmental policies on Manual Handling procedures, violence, and aggression
- Compliance with Health and Safety Policy
- Observing waste disposal protocols
- Observing departmental and Trust rules on security
Communication
- To provide and receive routine information orally and electronically to inform work colleagues and other health care staff
- To provide updates to customers, staff and managers on tasks, issues and problems as required
- To liaise with the customer when the request is not actionable
- To attend regular briefings, meetings and Team meetings as required
Responsibility for financial and physical resources
- Responsibility for the security of the helpdesk and switchboard environment.
Job description
Job responsibilities
Knowledge
- Knowledge of IT systems
- Knowledge of facilities services
- Understanding of the Healthcare Structure
- Understanding of facilities processes
Skills
- Good oral communication
- Works accurately with attention to detail
- Exercises initiative in judgements involving straightforward job-related situations, but applies the correct balance between using initiative and seeking direction or guidance
- Able to recognise and prioritise urgent tasks
- Able to follow Standard Operating Procedures accurately
- Motivated and holds a positive attitude to teamwork
- Able to assimilate new information and implement new/revised work procedures
- Ability to organise own work tasks and activities
- Ability to coordinate with other support workers
- Calm and logical under pressure and able to cope with frequent interruptions and changing priorities
- Able to work well in a team
- Able to work with IT systems
- Good interpersonal skills
Experience
- Help Desk or Call Centre experience
- Working within healthcare environments
- Providing support to operations teams and internal/External customers
- Working remotely with onsite supervision
Staff
- To work as part of the Facilities Team providing facilities services to the Royal Cornwall Hospital
Help Desk Operator (Including knowledge, skills, health & safety and quality systems)
- Liaising with the Team Leaders and Facilities Staff to provide support to facilities operations.
- Provide front line support to patients, visitors, and staff
- Prioritising urgent tasks and informing customers on progress or delays
- Issuing, monitoring and completion of facilities tasks
- Safe use of office equipment
- Operating within the quality management system
- Use of two-way radio system
- Understanding and reporting on Building Management System alarm
- Prioritising the Security team in response to emergencies and the Porters, liaising with Switchboard in the event of a Fire Alarm.
Switchboard
- To be willing to train and provide cover and support on Switchboard as and when required including the handling of telephone calls, emergency calls, bleeps and alarms.
Safety
- To work in a safe manner, in accordance with the Trust and Facilities safety policies, using Personal Protective Equipment and other control measures when required
- To work safely with office equipment
- To attend annual mandatory security, safety, fire and manual handling training
- To observe the immunisation policy of the Trust
- To report accidents and near misses according to the Trust protocol
- Observing departmental policies on Manual Handling procedures, violence, and aggression
- Compliance with Health and Safety Policy
- Observing waste disposal protocols
- Observing departmental and Trust rules on security
Communication
- To provide and receive routine information orally and electronically to inform work colleagues and other health care staff
- To provide updates to customers, staff and managers on tasks, issues and problems as required
- To liaise with the customer when the request is not actionable
- To attend regular briefings, meetings and Team meetings as required
Responsibility for financial and physical resources
- Responsibility for the security of the helpdesk and switchboard environment.
Person Specification
Qualifications
Essential
- Good standard of general education
Desirable
- 5 GCSE C or above (inc. Maths and English) or equivalent
- Relevant NVQ Level 2 qualification or equivalent
Experience
Essential
- Meets the minimum requirements
- NHS and/or private sector experience in facilities and/or contracts
Desirable
- Telephonist or call centre/Helpdesk techniques in a related field
- Helpdesk Experience in a Hospital
Skills
Essential
- Good numeracy skills
- Good written and verbal communication skills including written and verbal correspondence
- Practical application of word and excel
Desirable
- Awareness of NHS services and structures
- Good decision making, IT, and communication skills
Person Specification
Qualifications
Essential
- Good standard of general education
Desirable
- 5 GCSE C or above (inc. Maths and English) or equivalent
- Relevant NVQ Level 2 qualification or equivalent
Experience
Essential
- Meets the minimum requirements
- NHS and/or private sector experience in facilities and/or contracts
Desirable
- Telephonist or call centre/Helpdesk techniques in a related field
- Helpdesk Experience in a Hospital
Skills
Essential
- Good numeracy skills
- Good written and verbal communication skills including written and verbal correspondence
- Practical application of word and excel
Desirable
- Awareness of NHS services and structures
- Good decision making, IT, and communication skills
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).
.png){kind=logo}
