Job summary
We are currently recruiting Switchboard Operators to work in our busy 24/7 Switchboard based at the Leicester Royal Infirmary.
We have two permanent vacancies
1 x 22.5 hours / 1 x 15 hours per week
The successful candidates will need to be a well-organised person with excellent interpersonal skills to work in our busy Switchboard.
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. A minimum of 1 years' experience in a Switchboard/ Call Centre environment or similar is desirable, although not essential, as full training will be given.
The hours are as stated above but there will be times when flexibility is needed to fill gaps during our busy period and to cover for sickness and annual leave at short notice. During the first few weeks flexibility will be required when you will need to attend training sessions and shadow other staff members.
Main duties of the job
To provide a comprehensive, high quality switchboard service to patients, staff and members of the public on behalf of the Trust.
Display a polite and proficient telephone manner when receiving and directing telephone calls. Able to deal with any contentious and sensitive issues in the appropriate manner.T
o operate a telephone switchboard and associated communication systems as required. 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. At all times providing a polite and courteous telephone manner when receiving and re-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 mostWe treat others how we would like to be treatedWe are passionate and creative in our workWe do what we say we are going to doWe 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)
Job description
Job responsibilities
Detail the main working relationships that the post holder will be required to develop.To provide a comprehensive service for receiving and initiating calls from external and internal sources, be competent in operating an AC-Win PC Based Console/or similar system.Efficient processing of telephone calls received via the switchboard consoles and other extensions within the switchboard area.Operation of internal bleep/pager and mobile telephone systemsProviding a welcoming service for routine enquires and assistance to staff users and the general public, ensuring appropriate assistance is provided.Carrying out all emergency procedures relating to any hospital alerts/alarms i.e. cardiac arrest, equipment alarms, major incidents, fire alerts, security/police response and any other emergencies that may arise. At all times working within job role following Trust policies and procedures.On Call Service: To contact staff as required/needed by the trust in accordance with the hospitals procedures, duties are to maintain such records and contact procedures as may be required.Testing Emergency Telephones, Fire bleeps and Cardiac Arrest bleeps 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 staff change 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 changes required to the operator directory in order to keep it accurate and up to date.In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/or similar) system enquiries and forwarding the callers to the correct destination.To provide cover for annual leave/absences and sickness where and whenrequired (sometimes at short notice) in order that the switchboards are manned at all times.Bank and Public Holidays: To provide cover when required to provide a constant service.Carrying out administration duties when required
Job description
Job responsibilities
Detail the main working relationships that the post holder will be required to develop.To provide a comprehensive service for receiving and initiating calls from external and internal sources, be competent in operating an AC-Win PC Based Console/or similar system.Efficient processing of telephone calls received via the switchboard consoles and other extensions within the switchboard area.Operation of internal bleep/pager and mobile telephone systemsProviding a welcoming service for routine enquires and assistance to staff users and the general public, ensuring appropriate assistance is provided.Carrying out all emergency procedures relating to any hospital alerts/alarms i.e. cardiac arrest, equipment alarms, major incidents, fire alerts, security/police response and any other emergencies that may arise. At all times working within job role following Trust policies and procedures.On Call Service: To contact staff as required/needed by the trust in accordance with the hospitals procedures, duties are to maintain such records and contact procedures as may be required.Testing Emergency Telephones, Fire bleeps and Cardiac Arrest bleeps 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 staff change 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 changes required to the operator directory in order to keep it accurate and up to date.In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/or similar) system enquiries and forwarding the callers to the correct destination.To provide cover for annual leave/absences and sickness where and whenrequired (sometimes at short notice) in order that the switchboards are manned at all times.Bank and Public Holidays: To provide cover when required to provide a constant service.Carrying out administration duties when required
Person Specification
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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).
