Leicestershire Partnership NHS Trust

Band 2 Switchboard Operative

This job is now closed

Job summary

We are currently looking to recruit an experienced Switchboard Operator to work for the Trusts Estates and Facilities Directorate, within soft FM services.

You will provide a comprehensive, high quality switchboard service to patients, staff and members of the public on behalf of the Trust.

Communication skills are essential as the team are usually the first point of contact for most callers.

Switchboard is a very busy environment dealing with all types of calls to the Trust.

We are looking to recruit 2 x 18.24 hour vacancies at our Bradgate Unit within Glenfield Hospital.

Main duties of the job

To observe and respond to monitors/alarms within an agreed scope of responsibility and carry out stringent documented procedures in the event of an emergency situation.
Provide a polite and courteous telephone manner when receiving and re-directing calls.
Efficient in processing of telephone calls received via the switchboard consoles and other extensions within the switchboard area.
Provide a welcoming service for routine enquires and assistance to staff users and the general public, ensuring appropriate assistance is provided.
Proficiently work the computer-based switchboard. The postholder must be able to make decisions and deal with emergency calls calmly and efficiently in a high-level, fast-moving environment, e.g. dealing with cardiac arrest calls, trauma calls, fire calls, major incidents, bomb threats, medigas gas alarms and lift entrapments.
The applicant will need to be enthusiastic and adaptable within the Switchboard and its varied roles.

About us

Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serves over 1 million people living in Leicester, Leicestershire and Rutland.

Here at LPT, our values are Compassion, Respect, Integrity and Trust, which we keep at the heart of everything we do.

We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups.

Details of our benefits, leadership behaviours and other important information are contained in the attached document titled Information for Applicants.

We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy.

For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy).

All jobs will require permission to work in the UK.

For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started.

Applicants at risk within the local NHS who meet essential criteria will have preference for interview.

Date posted

19 January 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

C9313-23-0954-1

Job locations

Leicestershire Partnership Nhs Trust

Groby Road

Leicester

LE39EJ

Job description

Job responsibilities

If you like what you've read and would like more information on the duties and responsibilities of this role, please click onto the attached Job Description and Person Specification.

Job description

Job responsibilities

If you like what you've read and would like more information on the duties and responsibilities of this role, please click onto the attached Job Description and Person Specification.

Person Specification

Qualifications

Essential

GCSE English Language Grade C (new Grade 4) or above.
GCSE Maths Grade C (new Grade 4) or above.

Desirable

RQF (Previously NVQ) Business & Administration Level 3 or equivalent skills and knowledge
City & Guilds Typewriting Level 2 or above, or can demonstrate equivalent skills

Experience

Essential

Dealing with complaints or other emotive situations with sensitivity, diplomacy and confidentiality.
Using own initiative to solve problems, including taking corrective actions.
Experience of communicating effectively via email, including implementing a flagging/prioritisation system for self and others.
Experience of planning and organising, meetings, and appointments
Experience of diary management for self and others.
Experience of receiving, recording and relaying complex information via the telephone.
Experience of planning and prioritising own workload and that of others to ensure that deadlines and the demands of the service are met.
Experience in the development and implementation of electronic or paper-based office systems, which are continually maintained and updated.
Knowledge of a customer services environment
Highly skilled in all areas of Microsoft Office and can demonstrate good keyboard skills in terms of speed and accuracy.
Ability to organise & prioritise when in an emergency situation and working alone

Desirable

Experience of working in a complex patient/customer focused environment.

Person Specification

Qualifications

Essential

GCSE English Language Grade C (new Grade 4) or above.
GCSE Maths Grade C (new Grade 4) or above.

Desirable

RQF (Previously NVQ) Business & Administration Level 3 or equivalent skills and knowledge
City & Guilds Typewriting Level 2 or above, or can demonstrate equivalent skills

Experience

Essential

Dealing with complaints or other emotive situations with sensitivity, diplomacy and confidentiality.
Using own initiative to solve problems, including taking corrective actions.
Experience of communicating effectively via email, including implementing a flagging/prioritisation system for self and others.
Experience of planning and organising, meetings, and appointments
Experience of diary management for self and others.
Experience of receiving, recording and relaying complex information via the telephone.
Experience of planning and prioritising own workload and that of others to ensure that deadlines and the demands of the service are met.
Experience in the development and implementation of electronic or paper-based office systems, which are continually maintained and updated.
Knowledge of a customer services environment
Highly skilled in all areas of Microsoft Office and can demonstrate good keyboard skills in terms of speed and accuracy.
Ability to organise & prioritise when in an emergency situation and working alone

Desirable

Experience of working in a complex patient/customer focused environment.

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

Leicestershire Partnership NHS Trust

Address

Leicestershire Partnership Nhs Trust

Groby Road

Leicester

LE39EJ

Employer's website

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

Employer details

Employer name

Leicestershire Partnership NHS Trust

Address

Leicestershire Partnership Nhs Trust

Groby Road

Leicester

LE39EJ

Employer's website

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