Job summary
Switchboard Operator - Band 2 - 21 Hours per week
***Previous applicants need not apply***
An exciting opportunity has arisen for a motivated and adaptable Band 2 Switchboard Operator to join the Facilities Team at the Tameside Hospital site in Ashton- under-Lyne.
Please note the Switchboard Department offers a 24/7 service therefore flexibility will be required for these roles.
* SWITCHBOARD TRAINING WILL BE GIVEN*
Interviews TBC
Main duties of the job
Switchboard Operators are the first point of contact to the Trust for all internal & external calls.
They are responsible for reflecting a professional and knowledgeable response to all enquiries and ensuring all calls are connected to the relevant location in a timely manner.
Whilst handling a range of matters, the post holder will offer exceptional attention to and activate Emergency procedures in a calm and effective manner.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Job description
Job responsibilities
MAIN RESPONSIBILITIES:
Communicates with staff, patients, general public and external agencies.
To be conversant and respond to and activate Emergency procedures ia calm and effective manner.
To be conversant with, and operate as required all alarm procedures.
To collate and provide accurate on call information for all Trust specialties and inform the Switchboard Supervisor.
To receive and efficiently progress all incoming calls, and likewise obtain outgoing calls as required.
To operate the paging system, issue batteries, monitor and delete paging transfers and issue pagers to locum and other staff as needed.
To report equipment faults and failures, and record information in the diary.
Shift Handover At the commencement and end of every shift, review and enter any relevant communications/instruction in to communication handover book.
To book private taxi and record details
To keep up to date, with on-call staff lists daily, reporting any discrepancies/out of date information to the Switchboard Supervisor.
To be prepared to continue working until officially relieved, and not leave the switchboard unmanned.
To ensure the switch room is kept secure by making proper use of the security arrangements in the department, and not to allow unauthorized persons to enter.To be patient, professional and give help and advice to persons who may require it.
To assist the Facilities Support Manager of day to day switchboard activities entailing rota compilation, operation of extension manager, logger system, maintenance and repair, allocation of new extensions.
To liaise with Departmental Mangers and give telecommunication advice as required.
KNOWLEDGE AND SKILLS
Have the ability to diagnose problems with systems, and knowing how to escalate the problem Communicates routine information in a calm and friendly manner.
Operators are often required to overcome barriers to communication e.g.language/hearing difficulties and dealing with elderly and confused patients, there is an occasional requirement to deal with verbally aggressive callers.
Knowledge of work procedures and practices for the provision of a telephone service.
EFFORT AND ENVIRONMENTKnowledge of work procedures and practices for the provision of a telephone service, technical systems.
Works with minimum supervision.
Input telephone/extension numbers continuously.
Concentration required for continuous input of numbers.
Handles calls from distressed relatives.
Continuous VDU use.
Activates Business Continuity Plans in the event of the systems crash.
Job description
Job responsibilities
MAIN RESPONSIBILITIES:
Communicates with staff, patients, general public and external agencies.
To be conversant and respond to and activate Emergency procedures ia calm and effective manner.
To be conversant with, and operate as required all alarm procedures.
To collate and provide accurate on call information for all Trust specialties and inform the Switchboard Supervisor.
To receive and efficiently progress all incoming calls, and likewise obtain outgoing calls as required.
To operate the paging system, issue batteries, monitor and delete paging transfers and issue pagers to locum and other staff as needed.
To report equipment faults and failures, and record information in the diary.
Shift Handover At the commencement and end of every shift, review and enter any relevant communications/instruction in to communication handover book.
To book private taxi and record details
To keep up to date, with on-call staff lists daily, reporting any discrepancies/out of date information to the Switchboard Supervisor.
To be prepared to continue working until officially relieved, and not leave the switchboard unmanned.
To ensure the switch room is kept secure by making proper use of the security arrangements in the department, and not to allow unauthorized persons to enter.To be patient, professional and give help and advice to persons who may require it.
To assist the Facilities Support Manager of day to day switchboard activities entailing rota compilation, operation of extension manager, logger system, maintenance and repair, allocation of new extensions.
To liaise with Departmental Mangers and give telecommunication advice as required.
KNOWLEDGE AND SKILLS
Have the ability to diagnose problems with systems, and knowing how to escalate the problem Communicates routine information in a calm and friendly manner.
Operators are often required to overcome barriers to communication e.g.language/hearing difficulties and dealing with elderly and confused patients, there is an occasional requirement to deal with verbally aggressive callers.
Knowledge of work procedures and practices for the provision of a telephone service.
EFFORT AND ENVIRONMENTKnowledge of work procedures and practices for the provision of a telephone service, technical systems.
Works with minimum supervision.
Input telephone/extension numbers continuously.
Concentration required for continuous input of numbers.
Handles calls from distressed relatives.
Continuous VDU use.
Activates Business Continuity Plans in the event of the systems crash.
Person Specification
Experience
Essential
- Excellent communication and interpersonal skills
- Ability to use Microsoft Office packages, spreadsheets, email, internet systems and the ability to adapt to any new software required
Desirable
- Basic knowledge of medical terminology
- Experience of a Switchboard / Call Centre / Customer services role
SKILLS & KNOWLEDGE
Essential
- Work in a team but use their own initiative
- Ability to work unsupervised
- Good telephone skills
- Excellent communication skills
- Ability to work unsupervised
Person Specification
Experience
Essential
- Excellent communication and interpersonal skills
- Ability to use Microsoft Office packages, spreadsheets, email, internet systems and the ability to adapt to any new software required
Desirable
- Basic knowledge of medical terminology
- Experience of a Switchboard / Call Centre / Customer services role
SKILLS & KNOWLEDGE
Essential
- Work in a team but use their own initiative
- Ability to work unsupervised
- Good telephone skills
- Excellent communication skills
- Ability to work unsupervised
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).
