Job summary
This is a part time post - 27.5 hours per week
The post holder will work as part of a team on the switchboard performing the operations in an efficient and courteous manner with particular emphasis on customer care.
Act as a first point of contact to Kettering General hospital. Providing general non-clinical advice, information guidance or ancillary services directly to patients, Clients, relatives or carers.
To meet the needs of a 24/7 public facing service the post holder will be required to work shifts, including working a combination of daytime, evening and night time hours on both weekdays and weekends.
Main duties of the job
Main duties of the job
Kettering General Hospital NHS Foundation Trust is seeking to recruit an experienced Switchboard Operator to join our existing team.
You will need to be flexible and able to work across a range of the day, evening and night shifts across a mix of weekdays and weekends as cover.
Tuesday 09.00 - 17.00
Thursday 09.00 - 17.00
Friday 09.00 - 17.00
Saturday 17.00 - 22.00
Experience in working in a busy environment would be preferred but full training will be given to the successful candidate.
About us
Kettering General Hospital NHS Foundation Trust is one of the largest employers in the area and we are on an exciting journey. Our mission is to provide safe, compassionate, and clinically excellent patient care, by being an outstanding employer for our people. We have entered into a Group Model with neighbouring Northampton General Hospital and have become University Hospitals of Northamptonshire. Our Excellence Values: Compassion Respect Integrity Courageous Accountable
Job description
Job responsibilities
To operate the Groups switchboard consoles in an efficient, courteous and friendlymanner, answering calls within agreed timescales To answer incoming telephone calls and enquiries. To connect outgoing telephone calls made by users. To monitor and log, ifnecessary, information concerning all personal calls made by staff for re-chargepurposes. Ability to adapt communication style to understand the needs of others and ensureeffective and compassionate communication. Ability to communicate in instanceswhere communication is difficult due to language barriers, distress, emotion, hearingdifficulties etc. The efficient operation of the Groups paging systems for both emergency and nonemergency calls. To be fully aware of the Groups Emergency process and theSwitchboards responsibilities upon activation. Responsible for ensuring that all alarm and notification panels / screens aremonitored, alerting the appropriate teams as quickly as possible. Responsible for prioritising emergency calls and take the appropriate actions asquickly as possible. To provide Out Of Hours reception cover as required dealing with general enquiries. Receive and document key transactions including accommodation for new and oncall staff. To monitor CCTV cameras within the switchboard areas when requested. To receive deposits for accommodation using debit/credit card transactions ensuringrelevant paperwork (receipts) are completed in line with the departmentalprocedures. Booking taxis for staff, patients and equipment. Responsible for ensuring that all staffing and on-call rota changes reported toSwitchboard are made available to all staff. Contribute to the training of new team members. Flexibility in the hours worked will include cover at w
Job description
Job responsibilities
To operate the Groups switchboard consoles in an efficient, courteous and friendlymanner, answering calls within agreed timescales To answer incoming telephone calls and enquiries. To connect outgoing telephone calls made by users. To monitor and log, ifnecessary, information concerning all personal calls made by staff for re-chargepurposes. Ability to adapt communication style to understand the needs of others and ensureeffective and compassionate communication. Ability to communicate in instanceswhere communication is difficult due to language barriers, distress, emotion, hearingdifficulties etc. The efficient operation of the Groups paging systems for both emergency and nonemergency calls. To be fully aware of the Groups Emergency process and theSwitchboards responsibilities upon activation. Responsible for ensuring that all alarm and notification panels / screens aremonitored, alerting the appropriate teams as quickly as possible. Responsible for prioritising emergency calls and take the appropriate actions asquickly as possible. To provide Out Of Hours reception cover as required dealing with general enquiries. Receive and document key transactions including accommodation for new and oncall staff. To monitor CCTV cameras within the switchboard areas when requested. To receive deposits for accommodation using debit/credit card transactions ensuringrelevant paperwork (receipts) are completed in line with the departmentalprocedures. Booking taxis for staff, patients and equipment. Responsible for ensuring that all staffing and on-call rota changes reported toSwitchboard are made available to all staff. Contribute to the training of new team members. Flexibility in the hours worked will include cover at w
Person Specification
Qualifications
Essential
- Educated to Vocational Level 2 education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of working within a health care setting
Knowledge and Experience
Essential
- Knowledge of Switchboard Applications
- Switchboard Experience or working within a switchboard environment
Desirable
- Avaya Switchboard
- VOIP System
- Avaya Management Systems
Skills
Essential
- Excellent Verbal Communication skills
- Customer care skills
- Able to deal with occasional complaints
- Able to remain calm in pressured situations
- Occasional working in isolation
- Be able to communicate in instances where communication is difficult for varied reasons
Desirable
- Knowledge of hospital switchboard procedures
- Requirement to use Patient administration system
- Excellent computer skills
Person Specification
Qualifications
Essential
- Educated to Vocational Level 2 education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of working within a health care setting
Knowledge and Experience
Essential
- Knowledge of Switchboard Applications
- Switchboard Experience or working within a switchboard environment
Desirable
- Avaya Switchboard
- VOIP System
- Avaya Management Systems
Skills
Essential
- Excellent Verbal Communication skills
- Customer care skills
- Able to deal with occasional complaints
- Able to remain calm in pressured situations
- Occasional working in isolation
- Be able to communicate in instances where communication is difficult for varied reasons
Desirable
- Knowledge of hospital switchboard procedures
- Requirement to use Patient administration system
- Excellent computer 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).
