Job summary
We are looking for a part time telephonist (25-hour post) in busy Switchboard Dept. With flexibility to cover shifts over a 24-hour period working rostered shifts.
The postholder will be expected to work with a very flexible approach to provide assistance as required in the busy Switchboard Dept to ensure a continuous service for our patients & staff.
Working days will be discussed at interview, rotas over a 4-week pattern.
Only applicants who can work with flexibility to apply please.
If you would like to arrange a visit to see what is involved in the wonderful Switchboard Team, please contact the recruiting manager who will arrange a mutually convenient time for your visit.
This vacancy is open to all internal and external candidates. NHS Employees should ideally secure their manager's agreement for a secondment arrangement ideally prior to applying, as this will be a condition of any offer made. This vacancy is advertised on a fixed term basis for 6 months to cover for long term absence . Whilst this post is advertised on a fixed term / secondment basis there is the potential that this post may become permanent in the future.
*Applicants who have already received feedback that they are unsuitable for the position need not apply - unless they have taken steps to strengthen their application to demonstrate and evidence how you meet the essential criteria since that decision. *
Main duties of the job
To provide a comprehensive & confidential telephone service to support the daily activity of the Hospital Trust. Experience of handling telephone queries & ensuring a high-quality response to incoming calls from external & external sources is essential. Experience of monitoring & addressing alarm signals, using bleep systems & liaison with various depts. is also valuable but not essential.
Ensuring provision of an efficient & responsive communications service to staff, patients & customers
Expected to have a flexible attitude towards working hours & covering other members of the Switchboard team at short notice.Previous switchboard experience desirable, preferably in an acute hospital, & an excellent telephone manner is required.
Knowledge of IT and Windows desirable.Monitoring of alarms & dealing with emergencies.
We operate 24 hours over 7 days a week. Flexibility is essential ensuring the provision of service in emergency situations.
About us
Choose Well - Choose WWL
Wrightington, Wigan and Leigh NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.
On-Call
Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.
Job description
Job responsibilities
Key results from the job holder
- Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
- Receive and direct as appropriate all incoming and outgoing calls.
- Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
- Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
- Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
- Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
- Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
- Operation, including test protocols, of internal and external Paging Systems.
- Maintain records of On Call provision by Departments, and make
Job description
Job responsibilities
Key results from the job holder
- Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
- Receive and direct as appropriate all incoming and outgoing calls.
- Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
- Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
- Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
- Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
- Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
- Operation, including test protocols, of internal and external Paging Systems.
- Maintain records of On Call provision by Departments, and make
Person Specification
Additional
Essential
- A flexible approach to working pattern
- Adapt well under pressure
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
- Pleasant Telephone Manner
- Able to work as a lone worker.
Knowledge
Essential
- Understand how to access information
Desirable
- Knowledge of Trust and its departments and functions
Skills
Essential
- Good interpersonal skills
- Ability to work alone on their own initiative
- Keyboard Skills
Experience
Essential
- Experience of Handling telephone queries in an office environment
- Able to work within a team
Desirable
- Customer care awareness
- Dealing with people/enquiries by telephone
- Previous hospital experience would be useful
Qualifications
Essential
- Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience
Person Specification
Additional
Essential
- A flexible approach to working pattern
- Adapt well under pressure
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
- Pleasant Telephone Manner
- Able to work as a lone worker.
Knowledge
Essential
- Understand how to access information
Desirable
- Knowledge of Trust and its departments and functions
Skills
Essential
- Good interpersonal skills
- Ability to work alone on their own initiative
- Keyboard Skills
Experience
Essential
- Experience of Handling telephone queries in an office environment
- Able to work within a team
Desirable
- Customer care awareness
- Dealing with people/enquiries by telephone
- Previous hospital experience would be useful
Qualifications
Essential
- Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience
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
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
Address
Royal Albert Edward Infirmary
Wigan Lane
Wigan
WN1 2NN
Employer's website
http://www.wwl.nhs.uk/ (Opens in a new tab)
