Job summary
To assist in the provision of a comprehensive Telecommunications service to the Blackpool Hospitals.
The Telephonist post will be based at the Blackpool Teaching Hospital and you will be required to participate in a rotational shift pattern covering 24-hours/day and 365 days/annum including nights, weekends and public holidays. You will be required to work as a lone worker when covering the evening and night shift. Flexibility is essential as you may be required to change duties or work at short notice to cover for absences and holidays
We are looking for a highly motivated and experienced individual to join our well-established team of Telephonists. The team provides a service to both the Trust members and the general public, 24 hours per day, 365 days a year.
Within Switchboard there is a strong team environment but you will also be required to work as a lone worker when covering the evening and night shift. Flexibility is essential as you may be required to change duties or work at short notice to cover for absences and holidays.
Main duties of the job
Telephone operators assist in the provision of a comprehensive Telecommunications service to the Blackpool Hospitals.
One post available:
ROTA 1
Monday 8:00-12:30
Friday 13:00-18:00
Saturday 13:00-18:00
Sunday 13:00-18:00
ROTA 2
Monday 8:00-12:30
Sunday 8:00-13:00
ROTA 3
Monday 8:00-12:30
Friday 14:00-18:00
Sunday 8:00-13:00
ROTA 4
Monday 8:00-12:30
Friday 14:00-18:00
You may be required to work hours at short notice to cover for colleagues annual leave, sick leave and staff shortages which could include evening and night shifts.
You will be flexible, adaptable and able to work well within a team.
As part of the interview process you will be required to
demonstrate keyboard skills and complete a spelling test.
About us
Blackpool Teaching Hospitals NHS Foundation Trust is ideally situated just a forty five minute drive from Manchester. The Trust provides services to the 440,000 residents of Blackpool, Fylde & Wyre and North Lancashire, as well as specialist tertiary care for Cardiac and Haematology patients.
As one of the United Kingdom's largest coastal resort, Blackpool has plenty to offer its residents -it's not just a good place to work; it's a great place to live. In addition to its bustling centre and historic seafront, the town is world famous for its many attractions, including the famous Blackpool Tower. Blackpool also offers a number of scenic cycling routes round our local parks and across the surrounding countryside, as well as boasting panoramic views of the coast on its picturesque Promenade. Further afield, Blackpool also benefits from less than three-hour connections via rail to Edinburgh in the north and London in the south.
Job description
Job responsibilities
The role is to respond to switchboard enquiries and queries from suppliers, staff/customersand patients to provide assistance and advice as and where required.Provide 24-hour flexibility (which from time to time will include the night shift) to coverfor colleagues annual leave and sickness absences and meet the requirements ofthe service.Receive and extend incoming calls to their relevant destination across the Telecomsnetwork.Receive and record all emergency callsProvide external telephone access for users across the telecoms networkEnsure that all personal telephone calls are monitored and accurately documentedTransfer internal callers to extensions across the telecoms networkOperate the radio system in accordance with guidelinesOperate the bleep system. Change faulty bleeps. Divert-undivert bleeps. Programemergency teams. Ensure accurate documentation in relation to receiver/bleepnumbers.Ensure individual operator performance targets laid down in the operators guide areconsistently metEnsure comprehensive and accurate handover of relevant information takes place atthe commencement and end of each shift to maintain continuity of serviceProvide assistance and work within the trusts guidelines to deal effectively withpatients/callers who may have speech, language or cultural differencesEnsure that a calming, sensitive approach is applied to those callers who aredistressed i.e. suicidal or very aggressiveRespond to all emergency calls (major incident, obstetric emergency, cardiac arrest,bomb alert etc) and instigate all relevant documented procedures, in and out ofhours.
Instigate daily test calls to personnel programmed into emergency teams. Documentall responses. Highlight any issues resulting from these test calls.Compile daily medical rotas for each specialty including medical management,executive personnel and emergency teams, identify any inaccuracies which maycome to light during the course of the day and highlight to relevant personnel.Ensure Rota changes are accurate and legible. Ensure the completed daily Rotaand any additional amendments are distributed to relevant departments.Assist with the task of updating the console database with new/amendedinformation.Perform reception duties (where necessary) and deal effectively with all enquiries.Attend Departmental staff meetings.Provide an out of hours service for the distribution and accurate recording ofinformation relating to accommodation keys and on call rooms. Deal with queriesrelating to this service.Provide an out of hours service for the ordering of taxis. Ensure precise instructionsare issued to the taxi operators and also make them aware of when taxis arerequired in response to emergency situations. Ensure accurate documentation inrelation to this service.Monitor all medical gas/intruder/personal attack alarms. Instigate relevantdocumented procedures.Ensure rota changes and information relating to chaplaincy and mortuaryarrangements are accurately documented.Provide a professional, efficient admission and transfer service to GPs and otheragencies. Ensure the call is directed to the relevant specialty.Provide patient location information to general public and outside agencies, followingcurrent confidentiality guidelines.To keep all work areas clean and tidy and be responsible for the cleaning of allscreens and keyboards as required
Participate in competency/training program for new staff.To undertake any other duties that may be required appropriate to the post holders grade and experience.
Job description
Job responsibilities
The role is to respond to switchboard enquiries and queries from suppliers, staff/customersand patients to provide assistance and advice as and where required.Provide 24-hour flexibility (which from time to time will include the night shift) to coverfor colleagues annual leave and sickness absences and meet the requirements ofthe service.Receive and extend incoming calls to their relevant destination across the Telecomsnetwork.Receive and record all emergency callsProvide external telephone access for users across the telecoms networkEnsure that all personal telephone calls are monitored and accurately documentedTransfer internal callers to extensions across the telecoms networkOperate the radio system in accordance with guidelinesOperate the bleep system. Change faulty bleeps. Divert-undivert bleeps. Programemergency teams. Ensure accurate documentation in relation to receiver/bleepnumbers.Ensure individual operator performance targets laid down in the operators guide areconsistently metEnsure comprehensive and accurate handover of relevant information takes place atthe commencement and end of each shift to maintain continuity of serviceProvide assistance and work within the trusts guidelines to deal effectively withpatients/callers who may have speech, language or cultural differencesEnsure that a calming, sensitive approach is applied to those callers who aredistressed i.e. suicidal or very aggressiveRespond to all emergency calls (major incident, obstetric emergency, cardiac arrest,bomb alert etc) and instigate all relevant documented procedures, in and out ofhours.
Instigate daily test calls to personnel programmed into emergency teams. Documentall responses. Highlight any issues resulting from these test calls.Compile daily medical rotas for each specialty including medical management,executive personnel and emergency teams, identify any inaccuracies which maycome to light during the course of the day and highlight to relevant personnel.Ensure Rota changes are accurate and legible. Ensure the completed daily Rotaand any additional amendments are distributed to relevant departments.Assist with the task of updating the console database with new/amendedinformation.Perform reception duties (where necessary) and deal effectively with all enquiries.Attend Departmental staff meetings.Provide an out of hours service for the distribution and accurate recording ofinformation relating to accommodation keys and on call rooms. Deal with queriesrelating to this service.Provide an out of hours service for the ordering of taxis. Ensure precise instructionsare issued to the taxi operators and also make them aware of when taxis arerequired in response to emergency situations. Ensure accurate documentation inrelation to this service.Monitor all medical gas/intruder/personal attack alarms. Instigate relevantdocumented procedures.Ensure rota changes and information relating to chaplaincy and mortuaryarrangements are accurately documented.Provide a professional, efficient admission and transfer service to GPs and otheragencies. Ensure the call is directed to the relevant specialty.Provide patient location information to general public and outside agencies, followingcurrent confidentiality guidelines.To keep all work areas clean and tidy and be responsible for the cleaning of allscreens and keyboards as required
Participate in competency/training program for new staff.To undertake any other duties that may be required appropriate to the post holders grade and experience.
Person Specification
EDUCATION AND QUALIFICATIONS
Essential
- High standard of general education in Math's and English (GCSE or equivalent)
EXPERIENCE AND KNOWLEDGE
Essential
- Proven customer service experience, gained through working within a fast paced environment.
- Experience in dealing with the public and dealing and coping with difficult situations.
- Experience of working on a Switchboard or Call Centre in a target driven environment.
- Experience in dealing with frustrated/aggressive customers.
Desirable
- Experience of working in an NHS or similar environment.
- Experience using pager systems, mobile phone platforms and radio systems.
- Experience of using a Cisco IP Telephony Switchboard console.
SKILLS AND ABILITY
Essential
- Must have basic literacy and numeracy skills.
- Excellent communication and listening skills.
- Excellent client care and customer service skills both on the telephone and face to face.
- Proven ability to work under pressure and deal with emergency situations
- Be able to communicate with all personnel.
- Ability to quickly assess resolve and forward enquires.
- Ability to accurately record data.
- Ability to work on own initiative without Supervision.
- Ability to manage own workload and conflicting demands.
- Ability to work to laid down procedures.
- Ability to use ICT effectively.
- A need to promote a positive working culture by demonstrating positive behaviors
- Ability to work on a diverse range of duties and task in a busy and challenging area.
Desirable
- Able to understand NHS Terminology
Other Factors
Essential
- Enthusiastic
- Empathetic
- Empathetic
- Self-Motivated
- Efficient
- Conscientious
- Ability to fulfil shifts/flexibility requirement
Person Specification
EDUCATION AND QUALIFICATIONS
Essential
- High standard of general education in Math's and English (GCSE or equivalent)
EXPERIENCE AND KNOWLEDGE
Essential
- Proven customer service experience, gained through working within a fast paced environment.
- Experience in dealing with the public and dealing and coping with difficult situations.
- Experience of working on a Switchboard or Call Centre in a target driven environment.
- Experience in dealing with frustrated/aggressive customers.
Desirable
- Experience of working in an NHS or similar environment.
- Experience using pager systems, mobile phone platforms and radio systems.
- Experience of using a Cisco IP Telephony Switchboard console.
SKILLS AND ABILITY
Essential
- Must have basic literacy and numeracy skills.
- Excellent communication and listening skills.
- Excellent client care and customer service skills both on the telephone and face to face.
- Proven ability to work under pressure and deal with emergency situations
- Be able to communicate with all personnel.
- Ability to quickly assess resolve and forward enquires.
- Ability to accurately record data.
- Ability to work on own initiative without Supervision.
- Ability to manage own workload and conflicting demands.
- Ability to work to laid down procedures.
- Ability to use ICT effectively.
- A need to promote a positive working culture by demonstrating positive behaviors
- Ability to work on a diverse range of duties and task in a busy and challenging area.
Desirable
- Able to understand NHS Terminology
Other Factors
Essential
- Enthusiastic
- Empathetic
- Empathetic
- Self-Motivated
- Efficient
- Conscientious
- Ability to fulfil shifts/flexibility requirement
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).
