Hampshire Hospitals NHS Foundation Trust

Telecommunications/Switchboard Operator

Information:

This job is now closed

Job summary

HHFT Switchboard are looking for people with good communications skills with an empathetic to work shifts providing operators to Hampshire Hospitals NHS Foundation Trust covering two sites in both Winchester and Basingstoke. The successful applicant will support services including call handling, alarm management and providing the first response to 'crash calls' by initiating the request for responders to the incident.

The Switchboard is a pivotal service providing the resources to communicate effectively and are the first point of contact for both internal and external calls. You would be working with a team supporting a 24/7 rota which incorporate early, late and night shifts.We are looking for someone with excellent interpersonal skills and a calm, positive attitude. Switchboard experience would be an advantage butnot necessary. It is important that the candidate can demonstrate they are to multi-task and work under pressure.

Main duties of the job

  • Answering all calls, operating the switchboard, dealing with crash calls and other emergency situations.
  • To provide high standards of customer service to internal and external agencies.
  • Handle incoming calls effectively and efficiently in accordance with Trust procedures to provide a speedy, efficient, and courteous operation of the Hospital Switchboard, Bleep, Radio, Paging and Alarm systems.
  • To work a rotating shift pattern to maintain coverage 24 hours a day, 365 days a year.
  • Respond and participate to "Crash" calls, Fires, Bomb Threats, Major Incidents, Business Continuity Plans, and any other notified emergencies.
  • Collating and updating the clinical and departmental on-call rotas.
  • Monitor and action site alarm systems on a 24/7 basis.
  • Security Systems - base radio with contact to onsite security, panic alarms that terminate in the Switch Room, responsibility of door access to hospital during out of hours.
  • Fault reporting - reporting all faults to relevant supplier following internal investigation and triaging.
  • Able to implement Switchboard backup system if required.
  • Support in the continuation of the Switchboard operation if co-workers are absent.
  • Provide general administration duties.
  • Have a good working knowledge of Microsoft Office Suite 365.
  • Prioritise workload, use time efficiently and ensure timescales are met, often adjusting rapidly to changing priorities.

About us

Hampshire Hospitals NHS Foundation Trust (HHFT) provides hospital services to around 570,000 people living in Hampshire and parts of West Berkshire, and specialist services to patients from all over the country. We deliver a full range of district hospital services in a variety of locations.

Details

Date posted

27 November 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year Per annum (Enhancements paid for weekend and night shifts)

Contract

Permanent

Working pattern

Full-time

Reference number

251-CORP3787-Switchboard

Job locations

Cross Site Winchester & Basingstoke Hospitals

Aldermaston Road

Basingstoke & Winchester

RG24 9NA


Job description

Job responsibilities

Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.

Job description

Job responsibilities

Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.

Person Specification

Other Specific Requirements

Essential

  • Restriction of activity due to Switchboard demands
  • Telephone headset to be worn whilst on telephone duties
  • Flexibility with working hours to cover extra hours by agreement
  • Be contactable to cover shifts at short notice or in a major incident
  • Must be willing to undertake shift work on a 24 hour basis including weekends, bank holidays and across both sites

Training & Qualifications

Essential

  • Good level of Education or equivalent work experience
  • Good keyboard and Computer skills

Desirable

  • Certificate in Effective Customer Care
  • Knowledge of Data Protection Act

Experience & Knowledge

Essential

  • Good customer care awareness
  • Dealing with members of the public
  • Experience of working in a customer service based environment
  • Telephone Skills
  • Prioritisation of workload
  • Working to and meeting deadlines
  • Individual decision making

Desirable

  • Knowledge of Trust and its policies and procedures
  • Time management skills
  • Call Centre/Helpdesk/
  • Switchboard Environment

Skills & Ability

Essential

  • Ability to learn in-house switchboard related systems
  • Excellent communication skills both written and verbal
  • Good retention of knowledge and information
  • Ability to pick up processes quickly
  • Adheres to policies and procedures
  • Can remain calm under pressure
  • Good organisational skills
  • Ability to multi-task and stay focused
  • Must be accurate
  • Ability to work well unsupervised, independently and within a team
  • Adaptable and able to adjust to unpredictable working patterns
  • Shows initiative within given boundaries
  • Self-motivating

Desirable

  • Negotiating skills
  • Ability to act positively in all situations
Person Specification

Other Specific Requirements

Essential

  • Restriction of activity due to Switchboard demands
  • Telephone headset to be worn whilst on telephone duties
  • Flexibility with working hours to cover extra hours by agreement
  • Be contactable to cover shifts at short notice or in a major incident
  • Must be willing to undertake shift work on a 24 hour basis including weekends, bank holidays and across both sites

Training & Qualifications

Essential

  • Good level of Education or equivalent work experience
  • Good keyboard and Computer skills

Desirable

  • Certificate in Effective Customer Care
  • Knowledge of Data Protection Act

Experience & Knowledge

Essential

  • Good customer care awareness
  • Dealing with members of the public
  • Experience of working in a customer service based environment
  • Telephone Skills
  • Prioritisation of workload
  • Working to and meeting deadlines
  • Individual decision making

Desirable

  • Knowledge of Trust and its policies and procedures
  • Time management skills
  • Call Centre/Helpdesk/
  • Switchboard Environment

Skills & Ability

Essential

  • Ability to learn in-house switchboard related systems
  • Excellent communication skills both written and verbal
  • Good retention of knowledge and information
  • Ability to pick up processes quickly
  • Adheres to policies and procedures
  • Can remain calm under pressure
  • Good organisational skills
  • Ability to multi-task and stay focused
  • Must be accurate
  • Ability to work well unsupervised, independently and within a team
  • Adaptable and able to adjust to unpredictable working patterns
  • Shows initiative within given boundaries
  • Self-motivating

Desirable

  • Negotiating skills
  • Ability to act positively in all situations

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.

Employer details

Employer name

Hampshire Hospitals NHS Foundation Trust

Address

Cross Site Winchester & Basingstoke Hospitals

Aldermaston Road

Basingstoke & Winchester

RG24 9NA


Employer's website

https://www.hampshirehospitals.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Hampshire Hospitals NHS Foundation Trust

Address

Cross Site Winchester & Basingstoke Hospitals

Aldermaston Road

Basingstoke & Winchester

RG24 9NA


Employer's website

https://www.hampshirehospitals.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Transport and Support Services

Ian Dickerson

ian.dickerson@hhft.nhs.uk

07795061969

Details

Date posted

27 November 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year Per annum (Enhancements paid for weekend and night shifts)

Contract

Permanent

Working pattern

Full-time

Reference number

251-CORP3787-Switchboard

Job locations

Cross Site Winchester & Basingstoke Hospitals

Aldermaston Road

Basingstoke & Winchester

RG24 9NA


Supporting documents

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