Job summary
The Switchboard based at Hollins Park provides a 24/7, 365-day service across the trust. To ensure a professional first line operator service to members of staff and to the public, also to provide a reception function to the hospital 24/7, receiving and directing patients and visitors as necessary by phone or face to face at reception. Provide support to the Patients Bank cash counter service to administer patients' monies and petty cash.
Planned Shortlisting: 15-August-2024
Planned Interviews: 21 & 22-August-2024
Main duties of the job
Provide a comprehensive telephony service, implementing the agreed telephone greeting for all incoming and outgoing calls. Transferring all incoming and outgoing calls to the relevant departments, wards, etc across the Trust.
Responsible for 999 calls to the switchboard emergency line for the Mid Mersey Division, liaising with the relevant area emergency services to ensure prompt action.
Prepare Dr's and managers on call daily rotas and changed where applicable.
Assist the Night Co-Ordinators and On Call Managers across the trust, directing calls and information where necessary.
Respond to security alerts from all the Mid-Mersey site premises in accordance with procedures, liaising with our security provider and with the police and on call managers. Contact security provider and site information to assist in a speedy response.
Receive post and parcels logging details of any recorded and special deliveries for signature, informing the relevant porter for collection.
Arrange contract Taxis as requested ensuring appropriate authorisation is recorded across the Mid Mersey Division.
Act as point of contact for portering services for ad-hoc duties.
About us
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Flexible working requests will be considered for all roles.
Job description
Job responsibilities
- To ensure a professional first line operator service to members of staff and to the public.
- To provide a reception function to the hospital, receiving and directing patients and visitors as necessary.
- The post holder will demonstrate an attitude which respects and values service users and their carers.
- The post holder will embrace the core values of the organisation and adopt the principles of Recovery
These principles will recognise the need to:
- Promote safe practices
- Value the aims of service users
- Work in partnership and offer meaningful choice
- Be optimistic about the possibilities of meaningful change
- Value social inclusion
Job description
Job responsibilities
- To ensure a professional first line operator service to members of staff and to the public.
- To provide a reception function to the hospital, receiving and directing patients and visitors as necessary.
- The post holder will demonstrate an attitude which respects and values service users and their carers.
- The post holder will embrace the core values of the organisation and adopt the principles of Recovery
These principles will recognise the need to:
- Promote safe practices
- Value the aims of service users
- Work in partnership and offer meaningful choice
- Be optimistic about the possibilities of meaningful change
- Value social inclusion
Person Specification
Experience
Essential
- Previous experience of working in a customer focused service.
- Knowledge of office procedures.
- Previous experience of working on a switchboard/call centre or reception environment.
Qualifications
Essential
- Minimum of 5 GCSE's, including English or demonstrable experience.
- Basic qualification on introduction to computing and keyboard skills.
Skills
Essential
- Excellent interpersonal and communication skills.
- Ability to competently implement procedures in emergency situations.
Knowledge
Essential
- Knowledge of Microsoft Office applications.
- Understanding of confidentiality issues/ data protection.
Person Specification
Experience
Essential
- Previous experience of working in a customer focused service.
- Knowledge of office procedures.
- Previous experience of working on a switchboard/call centre or reception environment.
Qualifications
Essential
- Minimum of 5 GCSE's, including English or demonstrable experience.
- Basic qualification on introduction to computing and keyboard skills.
Skills
Essential
- Excellent interpersonal and communication skills.
- Ability to competently implement procedures in emergency situations.
Knowledge
Essential
- Knowledge of Microsoft Office applications.
- Understanding of confidentiality issues/ data protection.
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).
