Job summary
In July 2021 we formed the University Hospitals of Northamptonshire NHS Group, bringing together the constituent organisations of Kettering General Hospital NHS Trust and Northampton General Hospital NHS Trust. We have agreed an ambitious Group Strategy @Dedicated to Excellence' which sets out our strategic ambitions and priorities for the next five years and we have also launched our Group Digital Strategy, which sets out our ambitions to become the most digital hospital in England.
Working on the Trusts Avaya Telephone System the candidate will be required to operate the central communication service and its associated systems.
Working the hours of
Week one
Tuesday, Thursday and Friday 10.00 -18.00
Saturday 08.00-13.00
Week Two
Tuesday, Thursday and Friday 10.00-18.00
Saturday and Sunday 07.00-12.00
Main duties of the job
The post holder will be a member of the Unified Communications team responsible for working in the Switchboard team using the correct processes and procedures for when staff are handling the Trust alarm systems, such as Fire Alarms, Theatre Medical Gas Alarms, Pharmacy fridge alarms, intruder Alarms, Trust bleeps, and the Emergency phone, and arranging for the correct Crash Teams are guided to the correct location.
The post holder will be a member of a team on the Switchboard performing the operations in an efficient and courteous manner with the particular emphasis on customer care.
Act as a first point of contact to the Group. Providing general non-clinical advice, information guidance or ancillary services directly to patients, clients, relatives and carers.
To meet the needs of a 24/7 public facing service the post holder will be required to work Bank Holidays and from time to time cover other shifts within the Department, which may include daytime, evening and weekend shifts.
About us
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds.This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Job description
Job responsibilities
Main Duties
To operate the Groups switchboard consoles in an efficient, courteous and friendly manner, answering calls within agreed timescales
To answer incoming telephone calls and enquiries.
To connect outgoing telephone calls made by users. To monitor and log, if necessary, information concerning all personal calls made by staff for re-charge purposes.
Ability to adapt communication style to understand the needs of others and ensure effective and compassionate communication. Ability to communicate in instances where communication is difficult due to language barriers, distress, emotion, hearing difficulties etc.
The efficient operation of the Groups paging systems for both emergency and non-emergency calls. To be fully aware of the Groups Emergency process and the Switchboards responsibilities upon activation.
Responsible for ensuring that all alarm and notification panels / screens are monitored, alerting the appropriate teams as quickly as possible.
Responsible for prioritising emergency calls and take the appropriate actions as quickly 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 on-call staff.
To monitor CCTV cameras within the switchboard areas when requested.
To receive deposits for accommodation using debit/credit card transactions ensuring relevant paperwork (receipts) are completed in line with the departmental procedures.
Booking taxis for staff, patients and equipment.
Responsible for ensuring that all staffing and on-call rota changes reported to Switchboard are made available to all staff.
Contribute to the training of new team members.
Flexibility in the hours worked will include cover at weekends and nights to ensure 24-hour cover is maintained within Switchboard
Management and Leadership
Contribute under direction to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives.
Technical Service Delivery
Under direction ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Performance
Contribute, under direction to the delivery of performance standards for the Switchboard team, including KPIs, having high level awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
Contribute to ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Switchboard team to provide efficient and optimised digital services.
Policies and procedures
Contribute to the Switchboard teams appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data). Contribute to the adherence of policy under direction. Professional and Personal Development
The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Switchboard Supervisor.
Role Requirements
We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group
Frequent VDU use is required for this post.
Frequent, occasionally prolonged concentration will be required on a wide variety of complex issues throughout the day. The post holder will regularly have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action.
The post holder will participate in meetings, which require a good level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees.
Exposure to unpleasant working conditions or hazards is rare for this role.
Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)
Job description
Job responsibilities
Main Duties
To operate the Groups switchboard consoles in an efficient, courteous and friendly manner, answering calls within agreed timescales
To answer incoming telephone calls and enquiries.
To connect outgoing telephone calls made by users. To monitor and log, if necessary, information concerning all personal calls made by staff for re-charge purposes.
Ability to adapt communication style to understand the needs of others and ensure effective and compassionate communication. Ability to communicate in instances where communication is difficult due to language barriers, distress, emotion, hearing difficulties etc.
The efficient operation of the Groups paging systems for both emergency and non-emergency calls. To be fully aware of the Groups Emergency process and the Switchboards responsibilities upon activation.
Responsible for ensuring that all alarm and notification panels / screens are monitored, alerting the appropriate teams as quickly as possible.
Responsible for prioritising emergency calls and take the appropriate actions as quickly 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 on-call staff.
To monitor CCTV cameras within the switchboard areas when requested.
To receive deposits for accommodation using debit/credit card transactions ensuring relevant paperwork (receipts) are completed in line with the departmental procedures.
Booking taxis for staff, patients and equipment.
Responsible for ensuring that all staffing and on-call rota changes reported to Switchboard are made available to all staff.
Contribute to the training of new team members.
Flexibility in the hours worked will include cover at weekends and nights to ensure 24-hour cover is maintained within Switchboard
Management and Leadership
Contribute under direction to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives.
Technical Service Delivery
Under direction ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Performance
Contribute, under direction to the delivery of performance standards for the Switchboard team, including KPIs, having high level awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
Contribute to ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Switchboard team to provide efficient and optimised digital services.
Policies and procedures
Contribute to the Switchboard teams appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data). Contribute to the adherence of policy under direction. Professional and Personal Development
The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Switchboard Supervisor.
Role Requirements
We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group
Frequent VDU use is required for this post.
Frequent, occasionally prolonged concentration will be required on a wide variety of complex issues throughout the day. The post holder will regularly have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action.
The post holder will participate in meetings, which require a good level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees.
Exposure to unpleasant working conditions or hazards is rare for this role.
Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)
Person Specification
Education, Training & Qualifications
Essential
- Educated to Vocational Level 2 education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of the provision of health services
Knowledge & Experience
Essential
- Evidence of continuing professional development
- Knowledge of Switchboard directories / telephony systems
- Experience of delivering a Switchboard function preferably in the public sector
Desirable
- Knowledge of Avaya telephony
- Knowledge of pager solutions and the management of pager devices.
Skills
Essential
- Good verbal and written communication and presentation skills suitable for a range of audiences. Ability to adapt communication style to understand the needs of others and ensure effective and compassionate communication. Ability to communicate in instances where communication is difficult due to language barriers, distress, emotion, hearing difficulties etc.
- Advanced keyboard and telephone skills
- Able to clearly manage priorities for self, staff and teams in order to meet targets
Key Competencies/ Personal Qualities & Attributes
Essential
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
- Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver
- Honesty and professional integrity
- Commitment to personal development and development of staff
- Passionate commitment to embedding diversity and equality internally and externally
Desirable
- Able to establish credibility
- Able to perform confidently in stressful situations
- Can constructively challenge and effectively manage conflict to reach a positive conclusion
- Ability to travel between the Kettering and Northampton Hospital sites and other sites across the Group (where postholders are required to travel as part of their role)
Person Specification
Education, Training & Qualifications
Essential
- Educated to Vocational Level 2 education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of the provision of health services
Knowledge & Experience
Essential
- Evidence of continuing professional development
- Knowledge of Switchboard directories / telephony systems
- Experience of delivering a Switchboard function preferably in the public sector
Desirable
- Knowledge of Avaya telephony
- Knowledge of pager solutions and the management of pager devices.
Skills
Essential
- Good verbal and written communication and presentation skills suitable for a range of audiences. Ability to adapt communication style to understand the needs of others and ensure effective and compassionate communication. Ability to communicate in instances where communication is difficult due to language barriers, distress, emotion, hearing difficulties etc.
- Advanced keyboard and telephone skills
- Able to clearly manage priorities for self, staff and teams in order to meet targets
Key Competencies/ Personal Qualities & Attributes
Essential
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
- Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver
- Honesty and professional integrity
- Commitment to personal development and development of staff
- Passionate commitment to embedding diversity and equality internally and externally
Desirable
- Able to establish credibility
- Able to perform confidently in stressful situations
- Can constructively challenge and effectively manage conflict to reach a positive conclusion
- Ability to travel between the Kettering and Northampton Hospital sites and other sites across the Group (where postholders are required to travel as part of their role)
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).
