Job summary
Do you want to be part of our busy and dynamic switchboard department in the role of an operator? An exciting opportunity to work in Switchboard has become available.
We are seeking a motivated and dependable individual who possesses good communication skills and has the ability to keep calm and professional under pressure.
Answering all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently.
We are the first point of contact for the public and professional services and partnership organisations who contact the Trust as well as all internal users.
You will be responsible for handling calls in a professional manner, responding effectively to emergency calls, alarms and incident procedures. Effectively making decisions in a calm and efficient manner.
You will require an excellent telephone manner and proven customer service skills, a good level of keyboard skills is required.
Our department provides a professional 24-hour telephony and emergency response service to all internal departments within University Hospital Southampton NHS Foundation Trust, as well as externally for patients and their relatives. GP emergency admissions, major incidents and fire service calls are all in a day's work.
Main duties of the job
Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.
For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.
About us
As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated 'Good' by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.
Due to the nature of this role and service, this role is on-site and the hours are as advertised. Please talk to us at interview about the flexibility you need and we will explore what's possible for the role and service. .
Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted.
Job description
Job responsibilities
You will have first-class communication and prioritisation skills and a enjoy working in a fast-paced environment where youll meet a different challenge every day.
Shifts vary from week to week, but you will receive your rota 12 weeks in advance, covering a combination of shifts: days, evenings, nights weekends and bank holidays.
Some examples include:
Days: 07:00 - 15:00, 08:00 - 16:00 or 10:00 - 18:00
Evenings: 12:00 - 20:00 or 14:00 - 22:00
Nights: 22:00 - 07:00
weekends and bank holidays: 07:00 - 14:30 or 14:30 - 22:00. You will receive enhanced pay for working nights/weekends.
What we are looking for
- You will need to be flexible to work both days/nights and weekends as we are a 24/7 service.
- Have the personal drive to work independently but with the support of an established team.
- Ability to think rationally and logically when responding to emergency situations a keen eye for detail.
- Ambition to learn every day and a track record of dealing with the public in a customer focused environment.
This role offers the right candidate a fantastic opportunity to start or develop a career in the NHS. We offer full training on all aspects of the role.
Job description
Job responsibilities
You will have first-class communication and prioritisation skills and a enjoy working in a fast-paced environment where youll meet a different challenge every day.
Shifts vary from week to week, but you will receive your rota 12 weeks in advance, covering a combination of shifts: days, evenings, nights weekends and bank holidays.
Some examples include:
Days: 07:00 - 15:00, 08:00 - 16:00 or 10:00 - 18:00
Evenings: 12:00 - 20:00 or 14:00 - 22:00
Nights: 22:00 - 07:00
weekends and bank holidays: 07:00 - 14:30 or 14:30 - 22:00. You will receive enhanced pay for working nights/weekends.
What we are looking for
- You will need to be flexible to work both days/nights and weekends as we are a 24/7 service.
- Have the personal drive to work independently but with the support of an established team.
- Ability to think rationally and logically when responding to emergency situations a keen eye for detail.
- Ambition to learn every day and a track record of dealing with the public in a customer focused environment.
This role offers the right candidate a fantastic opportunity to start or develop a career in the NHS. We offer full training on all aspects of the role.
Person Specification
Qualifications / training required
Essential
- Literacy and numeracy skills that are GCSE standard or equivalent.
- Proven work experience in the use of computerised technology
Desirable
- Qualifications in using Microsoft windows applications/excel/email.
- Understanding and knowledge of confidentiality issues/data protection.
- Customer care or similar discipline
Previous or relevant experience
Essential
- Consistent and relevant employment history of dealing with the general public in a customer focused environment.
Desirable
- Experience of working in a predominately telephone based environment e.g. Switchboard/Contact Centre.
- NVQ in Customer Care or equivalent experience
- Previous work within emergency response/situations.
- Knowledge of Hospital/NHS terminology
- Experience with working with computer desktop applications.
Trust values
Essential
- Patients First
- Always Improving
- Working Together
Person Specification
Qualifications / training required
Essential
- Literacy and numeracy skills that are GCSE standard or equivalent.
- Proven work experience in the use of computerised technology
Desirable
- Qualifications in using Microsoft windows applications/excel/email.
- Understanding and knowledge of confidentiality issues/data protection.
- Customer care or similar discipline
Previous or relevant experience
Essential
- Consistent and relevant employment history of dealing with the general public in a customer focused environment.
Desirable
- Experience of working in a predominately telephone based environment e.g. Switchboard/Contact Centre.
- NVQ in Customer Care or equivalent experience
- Previous work within emergency response/situations.
- Knowledge of Hospital/NHS terminology
- Experience with working with computer desktop applications.
Trust values
Essential
- Patients First
- Always Improving
- Working Together
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
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).
