Job summary
We are currently recruiting for Switchboard Operators, to work in our busy 24/7 Switchboard.
Vacancy 1
Total 37.50 Hours
Monday 2230-0800
Tuesday - Thursday 2200-0800
Friday - Sunday Rest day
Vacancy 2
Total 31.50 Hours
Monday - Thursday Rest day
Friday - Sunday 2100-0800
Vacancy 3
Total 37.50 Hours
Monday - Wednesday 0830-1630
Thursday - Friday Rest day
Saturday 0830-1630
Sunday 0800-1600
Vacancy 4
Total 37.50 Hours
Monday - Wednesday 0830-1630
Thursday - Friday Rest day
Saturday 0830-1630
Sunday 1300-2100
You will be the first point of contact for all our Patients and Visitors who contact us via the phone. It is essential that you have excellent communication skills and a good telephone manner. Experience of working in a customer focused/Switchboard environment, together with GCSE English & Maths and accurate keyboard skills are essential.
Main duties of the job
To provide a comprehensive, high quality switchboard service topatients, staff and members of the public on behalf of the Trust.To operate a telephone switchboard and associated communicationsystems as required. To observe and respond to monitors/alarms withinan agreed scope of responsibility and carry out stringent documentedprocedures in the event of an emergency situation. At all timesproviding a polite and courteous telephone manner when receiving andre-directing calls.
About us
We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children's Hospital and run one of the country's leading heart centres.
Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.
We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.
Our purpose is to provide 'Caring at its best' and our staff have helped us create a set of values that embody who we are and what we're here to do. They are:
- We focus on what matters most
- We treat others how we would like to be treated
- We are passionate and creative in our work
- We do what we say we are going to do
- We are one team and we are best when we work together
Our patients are at the heart of all we do and we believe that 'Caring at its best' is not just about the treatments and services we provide, but about giving our patients the best possible experience.
About the University Hospitals of Leicester NHS Trust: (leicestershospitals.nhs.uk)
The detailed job description and main responsibilities are included as an attachment to this advert.
Job description
Job responsibilities
ResponsibilitiesTo provide a comprehensive service for receiving and initiatingcalls from external and internal sources, be competent inoperating an AC-Win PC Based Console/or similar system.Efficient processing of telephone calls received via theswitchboard consoles and other extensions within the switchboard area.Operation of internal bleep/pager and mobile telephone systemsProviding a welcoming service for routine enquires andassistance to staff users and the general public, ensuringappropriate assistance is provided.Carrying out all emergency procedures relating to any hospitalalerts/alarms i.e. cardiac arrest, equipment alarms, majorincidents, fire alerts, security/police response and any otheremergencies that may arise. At all times working within job rolefollowing Trust policies and procedures.On Call Service: To contact staff as required/needed by the trustin accordance with the hospitals procedures, duties are tomaintain such records and contact procedures as may be required.Testing Emergency Telephones, Fire bleeps and Cardiac Arrestbleeps ensuring all relevant documentation are accurately completedFault Reporting: Issue and record replacement of telephone handsets when extension faults occur.To arrange for the exchange of bleeps when medical staffchange disciplines etc. and record details within relevant documentation.Deal with incoming fax messages for departments within the Trust, documenting its time of arrival, time of notification and collection.To inform the Supervisors/Senior telephonist of changesrequired to the operator directory in order to keep it accurateand up to date.In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/orsimilar) system enquiries and forwarding the callers to thecorrect destination.To provide cover for annual leave/absences and sickness whereand when required (sometimes at short notice) in order that theswitchboards are manned at all times.Bank and Public Holidays: To provide cover when required toprovide a constant service.Carrying out administration duties when required.
Job description
Job responsibilities
ResponsibilitiesTo provide a comprehensive service for receiving and initiatingcalls from external and internal sources, be competent inoperating an AC-Win PC Based Console/or similar system.Efficient processing of telephone calls received via theswitchboard consoles and other extensions within the switchboard area.Operation of internal bleep/pager and mobile telephone systemsProviding a welcoming service for routine enquires andassistance to staff users and the general public, ensuringappropriate assistance is provided.Carrying out all emergency procedures relating to any hospitalalerts/alarms i.e. cardiac arrest, equipment alarms, majorincidents, fire alerts, security/police response and any otheremergencies that may arise. At all times working within job rolefollowing Trust policies and procedures.On Call Service: To contact staff as required/needed by the trustin accordance with the hospitals procedures, duties are tomaintain such records and contact procedures as may be required.Testing Emergency Telephones, Fire bleeps and Cardiac Arrestbleeps ensuring all relevant documentation are accurately completedFault Reporting: Issue and record replacement of telephone handsets when extension faults occur.To arrange for the exchange of bleeps when medical staffchange disciplines etc. and record details within relevant documentation.Deal with incoming fax messages for departments within the Trust, documenting its time of arrival, time of notification and collection.To inform the Supervisors/Senior telephonist of changesrequired to the operator directory in order to keep it accurateand up to date.In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/orsimilar) system enquiries and forwarding the callers to thecorrect destination.To provide cover for annual leave/absences and sickness whereand when required (sometimes at short notice) in order that theswitchboards are manned at all times.Bank and Public Holidays: To provide cover when required toprovide a constant service.Carrying out administration duties when required.
Person Specification
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
Person Specification
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
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
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).
