Job summary
You will join the team working on a busy switchboard providing a comprehensive 24-hour service to the Trust. Shift patterns include working weekends and bank holidays. There will be opportunities for the post holder to work additional shifts when they are available.
You will need to demonstrate a high degree of commitment, the ability to work under pressure, be able to work effectively with minimum supervision and communicate easily with patients, visitors and staff.
Previous experience operating a telephone or contact centre system is desirable, preferably within the NHS or a critical service environment. Computer literacy and customer care skills are essential.
Full training will be provided as appropriate.
*The successful candidates will be based at the Doncaster Royal Infirmarysite to cover the above vacancies. However you could be asked to work at any location within the Trust. Demands on the service may require changes in hours of work or base.*
Main duties of the job
The Post holder will be responsible, working in conjunction with the other Switchboard Operators, or alone (dependent on the shift), for the provision of a comprehensive switchboard service to internal and external callers at Doncaster Royal Infirmary, Bassetlaw Hospital, Montagu Hospital and Retford Hospital.
Shift times for these vacancies cover a 24 hour period 7 days a week consisting days, lates and night shifts.
About us
We believe that the best care to our patients and community is provided by a professional and motivated team, so we invest heavily in training and education. There will also be lots of opportunities to support your development and improve your skills.
At Doncaster & Bassetlaw Teaching Hospitals NHS Foundation Trust you'll be rewarded by a team that's proud to support its staff in all aspects of their lives. If you are up to the challenge, submit an application to become part of team DBTH.
It is our goal to give those who join Team DBTH the tools and opportunities in order to grow their career, so whether you spend just one year or fifty with us, it's our pledge to help youDevelop,BelongandThrive,Here.
Job description
Job responsibilities
-
- Receive internal and external calls, dealing with them in a professional, understanding, efficient and polite manner.
- Evaluate the nature of all calls and assist in connecting the caller with the most appropriate person/ department to deal with the callers' particular requirements. Utilise information systems available e.g. on call rotas, Switchboard Directory.
- To be fully conversant with the Switchboards emergency procedures. Receive and initiate an appropriate response to alarms and Emergencies which are coordinated via the switchboard functions on and off site including:
Fire
Cardiac Arrest
Security
Panic and Intruder Alarms
Medical Gases/ Fridge Alarms
Boiler Alarm
Switchboard System Faults
Critical Incidents (Other than Fire/ Cardiac Arrest/ Security)
- Co-ordinate communications between relevant personnel via telephony and internal / external paging systems. Provide routine assistance in the issuing of staff bleeps/pagers and changing of batteries. Reporting of all defects to the Switchboard Team Leader.
- Testing of bleep system on a daily basis ensuring relevant staff receive messages.
- To record all incidents and alarms in the designated incident book.
- Updating of the On Call Rotas for relevant Hospital personnel on a Daily/ Weekly or Monthly basis as appropriate.
- Routine administration duties as required.
- Issuing of other departmental keys held in the Switchboard in and out-of-hours.
- Any other duties consistent with the grade that may be allocated from time to time by the Switchboard Team Leader, or assigned by Management on consultation with the post holder.
Job description
Job responsibilities
-
- Receive internal and external calls, dealing with them in a professional, understanding, efficient and polite manner.
- Evaluate the nature of all calls and assist in connecting the caller with the most appropriate person/ department to deal with the callers' particular requirements. Utilise information systems available e.g. on call rotas, Switchboard Directory.
- To be fully conversant with the Switchboards emergency procedures. Receive and initiate an appropriate response to alarms and Emergencies which are coordinated via the switchboard functions on and off site including:
Fire
Cardiac Arrest
Security
Panic and Intruder Alarms
Medical Gases/ Fridge Alarms
Boiler Alarm
Switchboard System Faults
Critical Incidents (Other than Fire/ Cardiac Arrest/ Security)
- Co-ordinate communications between relevant personnel via telephony and internal / external paging systems. Provide routine assistance in the issuing of staff bleeps/pagers and changing of batteries. Reporting of all defects to the Switchboard Team Leader.
- Testing of bleep system on a daily basis ensuring relevant staff receive messages.
- To record all incidents and alarms in the designated incident book.
- Updating of the On Call Rotas for relevant Hospital personnel on a Daily/ Weekly or Monthly basis as appropriate.
- Routine administration duties as required.
- Issuing of other departmental keys held in the Switchboard in and out-of-hours.
- Any other duties consistent with the grade that may be allocated from time to time by the Switchboard Team Leader, or assigned by Management on consultation with the post holder.
Person Specification
Education
Essential
- Good level of education including English and Maths
- Computer literacy skills
- Excellent customer care skills
Desirable
- Evidence of recent learning
- Commitment to personal development
Experience
Essential
- Previous experience of dealing with members of the public
Desirable
- Worked in Hospital/Health Service setting
- Experience of working in a busy switchboard or call centre
Interpersonal Skills
Essential
- Ability to work within a team
- Ability to work under pressure
- Capable of dealing with emotional and stressful situations in a tactful and diplomatic manner
- Ability to work with service users, both staff and the public
- Maintain confidentiality at all times
Desirable
- Demonstrate clear commitment to the team approach; exchanging ideas and providing support to colleagues
- Seeks to develop an understanding of different groups and individuals and ensures equitable and appropriate treatment for all
Organisational Skills
Essential
- Able to work on own initiative within guidelines and policies
- Able to work in a logical and practical manner
- Able to work different shifts including weekends and Bank Holidays
Desirable
- Flexible to work shifts at any site
- Worked to shift patterns previously
Person Specification
Education
Essential
- Good level of education including English and Maths
- Computer literacy skills
- Excellent customer care skills
Desirable
- Evidence of recent learning
- Commitment to personal development
Experience
Essential
- Previous experience of dealing with members of the public
Desirable
- Worked in Hospital/Health Service setting
- Experience of working in a busy switchboard or call centre
Interpersonal Skills
Essential
- Ability to work within a team
- Ability to work under pressure
- Capable of dealing with emotional and stressful situations in a tactful and diplomatic manner
- Ability to work with service users, both staff and the public
- Maintain confidentiality at all times
Desirable
- Demonstrate clear commitment to the team approach; exchanging ideas and providing support to colleagues
- Seeks to develop an understanding of different groups and individuals and ensures equitable and appropriate treatment for all
Organisational Skills
Essential
- Able to work on own initiative within guidelines and policies
- Able to work in a logical and practical manner
- Able to work different shifts including weekends and Bank Holidays
Desirable
- Flexible to work shifts at any site
- Worked to shift patterns previously
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.
