Telephonist

Mersey Care NHS Foundation Trust

The closing date is 30 April 2025

Job summary

To facilitate all incoming and outgoing telephone calls using a cisco unified Arc Pro attendant console computerised switchboard.
To provide a full service whilst ensuring that the switchboard equipment is not left unattended during the post holder(s) shift.

All employees are required to participate in annual Personal Achievement and Contribution Evaluation (PACE) activities and any associated training and/or learning opportunities. For those staff covered by Agenda for Change Terms and Conditions the Personal Development Review will incorporate the use of the Knowledge and Skills Framework Outline for the post.

Employees must act in a responsible manner to ensure the care of their health and safety and that of others who may be affected by their omissions at work.

Employees must co-operate with the employer insofar as is necessary to enable Health and Safety duties or requirements to be performed and complied with.

Employees must not intentionally or recklessly interfere with, or misuse anything that is provided in the interest of the health, safety and welfare of staff, patients and the general public.

In order to promote a Smoke Free NHS and to support providing healthier workplaces Mersey Care NHS Trust operates a No Smoking Policy.

All employees are required to participate in levels of clinical and/or managerial supervision appropriate to the post.

Planned Interviews- 13-May-2025

Main duties of the job

To use technology and co-operate in the introduction of technological developments.
To update directory user database as and when required
To operate all relevant emergency procedures, to include terrorist or bomb threat or service user escape.
To order taxis and maintaining appropriate record
To contact appropriate on-call staff when required
To announce all in-coming calls to wards as appropriate
Facilitate the Doctor on Call rota and all other on-call rotas for MCT (e.g. Bronze, Silver and Gold Command, Pharmacist, Driver, SLS Manager), to include updating and maintaining contact numbers.

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.

Date posted

23 April 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,169 a year Per Annum Pro Rata

Contract

Fixed term

Working pattern

Full-time

Reference number

350-TWS7136949

Job locations

V7 Building

Kings Business Park

Prescot

L34 1PJ

Job description

Job responsibilities

To facilitate all incoming and outgoing telephone calls using a cisco unified Arc Pro attendant console computerised switchboard
To provide a full service whilst ensuring that the switchboard equipment is not left unattended during the post holder(s) shift
To use technology and co-operate in the introduction of technological developments
To update directory user database as and when required
To operate all relevant emergency procedures, to include terrorist or bomb threat or service user escape.
To order taxis and maintaining appropriate record
To contact appropriate on-call staff when required
To announce all in-coming calls to wards as appropriate
Facilitate the Doctor on Call rota and all other on-call rotas for MCT (e.g. Bronze, Silver and Gold Command, Pharmacist, Driver, SLS Manager), to include updating and maintaining contact numbers.

Job description

Job responsibilities

To facilitate all incoming and outgoing telephone calls using a cisco unified Arc Pro attendant console computerised switchboard
To provide a full service whilst ensuring that the switchboard equipment is not left unattended during the post holder(s) shift
To use technology and co-operate in the introduction of technological developments
To update directory user database as and when required
To operate all relevant emergency procedures, to include terrorist or bomb threat or service user escape.
To order taxis and maintaining appropriate record
To contact appropriate on-call staff when required
To announce all in-coming calls to wards as appropriate
Facilitate the Doctor on Call rota and all other on-call rotas for MCT (e.g. Bronze, Silver and Gold Command, Pharmacist, Driver, SLS Manager), to include updating and maintaining contact numbers.

Person Specification

Values

Essential

Continuous Improvement
Accountability
Respectfulness
Enthusiasm
Responsive to service users
Engaging leadership style
Strong customer service belief
Transparency and honesty
Discreet

Qualifications

Essential

Good General Education, Competent in IT skills

Knowledge/ Experience/ Skills

Essential

Telephonist experience using a computerised switchboard
Previous experience working as a receptionist for a minimum of one year
Excellent customer care skills
A good standard of spoken and written English
A confident and polite telephone manner
Ability to use a computerised Switchboard
Ability to work without direct supervision
Windows based computer skills
Ability to work under time pressure
An awareness of confidentiality issues
Good time-keeping and reliability

Person Specification

Values

Essential

Continuous Improvement
Accountability
Respectfulness
Enthusiasm
Responsive to service users
Engaging leadership style
Strong customer service belief
Transparency and honesty
Discreet

Qualifications

Essential

Good General Education, Competent in IT skills

Knowledge/ Experience/ Skills

Essential

Telephonist experience using a computerised switchboard
Previous experience working as a receptionist for a minimum of one year
Excellent customer care skills
A good standard of spoken and written English
A confident and polite telephone manner
Ability to use a computerised Switchboard
Ability to work without direct supervision
Windows based computer skills
Ability to work under time pressure
An awareness of confidentiality issues
Good time-keeping and reliability

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.