Communications Operator

Job summary

The Switchboard service is a critical frontline service based at Bodmin Hospital providing a comprehensive, efficient, and quality based communication service across the health community in Cornwall, managing over 240,000 calls per annum.

The service supports the Trust, NHS Kernow (KCCG) and One Cornwall (Social Services) with forwarding of calls and message handling in addition to approximately 30 teams/services within the Trust. It is a vital role in assisting out of hours services and holding the operational 'on call' rotas.

In addition the Switchboard is the first point of contact for a range of emergency lines, including fire phone, intruder alarms, Sowenna staff attack, Bodmin Hospital security CCTV and more recently the Urgent Crisis Referral, as well as the co-ordination of several services such as Cornwall Blood Bikes.

The service is provided 24 hours, 365 days per year and the successful candidate must be prepared to work on rotas' across these timeframes, which will include weekends, bank holidays and lone working at night, flexibility is essential.

You must have previous experience of dealing with the general public and possess excellent communication skills both written and verbal and also be able to adapt quickly to changes.

Previous experience as a telephonist and knowledge of office systems with keyboard and computer skills are desirable.

The banding for this role is currently under review.

Proposed interview date: 8th September 2023

Main duties of the job

The post holder will be given a minimum of 3 months training to bring them up to speed with the diversity of the services which use the Switchboard.

We will ensure you are confident in shifts before you move onto any out of hours working, so you are well equipped to carry out this interesting and varied role. There are shifts where enhanced rates are applied, which will boost your hourly rate when working out of hours.

The post holder will work shifts to provide a comprehensive communication service to all Trust Managers, Department heads and users of the service.The post holder will at all times be courteous and attentive to customers both internally and external to the NHS Health Community within Cornwall.Working within the Communications Department providing a comprehensive central communication service across the whole of Cornwall Partnership Foundation Trust and the Health Community.Staffing an efficient and quality based communications service over 214 hours, 365 days per year.Staffing a reception service to Bodmin Hospital.

About us

We're an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people's physical and mental health. We also provide specialist support to people with dementia or a learning disability.

We are a people organisation and people matter to us. As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.

Over 4,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.

We work in people's homes, in community clinics and bases. Some staff work from one of our 13 community hospitals. Our aspiration is to have great people, provide great care, be a great place to work and a great partner.

Just over 568,000 people live here. A third of people who live in Cornwall are supported by acute hospital services in Devon. As a result, we also work closely with our partners in Devon. In the summer, and during other holidays lots of people choose to visit the area. This increases the numbers of people who use our services.