Job summary
We are looking for a highly motivated and experienced individual to join our well-established team of operators within Switchboard. The department provides a service to patients, customers and staff, 24 hours per day, 365 days a year.
Your role will include providing an efficient call handling service as well as monitoring various alarm systems. The Switchboard also incorporates the role of the Facilities Help Desk.
Main duties of the job
Knowledge and experience of working in a busy switchboard/call centre environment would be beneficial, however full training will be provided. You are to deal with calls in a tactful, diplomatic and courteous manner at all times, demonstrating good interpersonal skills, even when working under pressure.
The successful candidate will participate in a rotational shift pattern and must be able to work unsociable hours, including nights, weekends and public holidays. You will need to be flexible as there may be a requirement to change duties or work at short notice to cover for absences and holidays.
PLEASE NOTE:
This post may close early if sufficient applications are received,
About us
At North Tees & Hartlepool NHS Foundation Trust our main priority is, and always will be, to provide safe and high quality care to our patients every day; the kind of care we would want for ourselves and our loved ones. We want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.
We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is very important to us; as well as performance reviews and appraisals, we recognise staff through Star and Team of the month, colleague recognition - a note of thanks, Managers Awards, Shining Stars and Service Awards.
We recruit for values and "Together we are North Tees & Hartlepool"
Job description
Job responsibilities
Process incoming and outgoing calls for the Trust in an appropriate manner
Carry out emergency procedures including cardiac arrest, fire and lift alarms departmental alarms, lone worker alarms
Have a sound understanding of and participate in emergency procedures for a Major Incident.
Carry out procedures for responding to various Estates related alarms including Building Management System and boiler alarms and calls out staff as appropriate.
Give appropriate advice and instruction to staff and public in respect of the effective operation of the Trust communicationsequipment.
Give appropriate instruction to any new members of the switchboard.
Job description
Job responsibilities
Process incoming and outgoing calls for the Trust in an appropriate manner
Carry out emergency procedures including cardiac arrest, fire and lift alarms departmental alarms, lone worker alarms
Have a sound understanding of and participate in emergency procedures for a Major Incident.
Carry out procedures for responding to various Estates related alarms including Building Management System and boiler alarms and calls out staff as appropriate.
Give appropriate advice and instruction to staff and public in respect of the effective operation of the Trust communicationsequipment.
Give appropriate instruction to any new members of the switchboard.
Person Specification
Qualifications
Essential
- GCSE - English, Maths or equivalent
- Basic level of IT understanding
Desirable
- ECDL
- Educated to NVQ 2 \ C&G or equivalent in ICT\Customer Services or experience in similar environment.
Skills
Essential
- Good communication skills both verbally and written
Desirable
- Netcall Liberty
- Cisco Jabber
- Flexible, with the ability to cover the rota
- Use of a Screen Based operator console
Experience
Essential
- A sound working knowledge of the Microsoft Office Suite
- Experience of reception/telephony work in a customer focused setting
Desirable
- Vocera
- NHS experience within Call Centre Environment
Person Specification
Qualifications
Essential
- GCSE - English, Maths or equivalent
- Basic level of IT understanding
Desirable
- ECDL
- Educated to NVQ 2 \ C&G or equivalent in ICT\Customer Services or experience in similar environment.
Skills
Essential
- Good communication skills both verbally and written
Desirable
- Netcall Liberty
- Cisco Jabber
- Flexible, with the ability to cover the rota
- Use of a Screen Based operator console
Experience
Essential
- A sound working knowledge of the Microsoft Office Suite
- Experience of reception/telephony work in a customer focused setting
Desirable
- Vocera
- NHS experience within Call Centre 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.
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
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).
Employer details
Employer name
North Tees & Hartlepool NHS Foundation Trust
Address
University Hospital of North Tees
Hardwick Road
Stockton on Tees
TS19 8PE
Employer's website
https://www.nth.nhs.uk/ (Opens in a new tab)
