Job summary
Post Title: Switchboard Operator
Grade: BAND 2
Department: Switchboard, BRI
Hours: Part Time 22.5 hpw plus bank
Brief Description of the Role:
We are looking for an enthusiastic, well-motivated individual to join the well-established Switchboard team at the Bradford Royal Infirmary. The department provides a 24/7 service as the first point of contract for the Trust and our associated hospitals.
We are looking for someone with excellent communication skills, a good level of customer experience, and the ability to remain calm under pressure.
You must be fully flexible to be able to work all/any day parts as scheduled. The job holder must be able to work unsociable hours (nights, weekends, and public holidays) and must be available for the rostered schedule, which will be provided at least 2 weeks in advance.
A good working knowledge of the NHS would be advantageous. Previous administrative, communication and IT skills are essential to the success of the role.
For informal queries, please contact Awais Siddique, Service Manager, on 01274 365777.
Main duties of the job
The Switchboard Operators work as part of a team to provide a 24/7 telecommunication service, acting as the first point of contract for Bradford Teaching Hospitals NHS Foundation Trust.
At times, Operators will be required to work unsupervised, and as lone workers when working outside of core hours. The post-holder is required to have a flexible approach to ensure that the service is covered 24/7, working a range of shifts across all day parts (including nights, weekends, and public holidays).
The operators are required to carry out all aspects of responsibilities and duties in a pleasant and courteous manner at all times. Operators are required to use considerable initiative, to react quickly and efficiently in a crisis, and to work as an integral part of a team. The efficiency of the service relies upon the teamwork of its staff and accuracy of information provided.
About us
Bradford Teaching Hospitals NHS Foundation Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.
By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Bradford Teaching Hospitals NHS Foundation Trust this is your opportunity to be a part of that change.
WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnership's ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.
Job description
Job responsibilities
- To be the first point of contact for incoming calls from the public, professionals, and from internal colleagues.
- To be able to connect calls quickly and in the most appropriate manner to the person or department they require.
- To use the telephony software accurately, including the digital switchboard system, the electronic directory, paging system, and other systems or records as required.
- To be professional and kind at all times, and sympathetic to distressed callers
- To respond in strict accordance in line with written procedures, policies and action cards as and when required, also using own initiative to resolve new undefined circumstances.
- To act calmly, quickly, and appropriately to any emergency call (including Cardiac Arrest, Fire, Medical Gas Alarms, as well as emergency situations such as Bomb Threats and Major Incidents)
- To carry out daily testing of hospital crash bleep systems and maintaining records of these as required.
- Make changes to on-call rotas and daily key staff information sheets as and when required
- To adhere to established Trust protocols, departmental agreements, and support the service key targets (KPIs).
- Covering the Switchboard Service as indicated on the published switchboard roster, maintaining a flexible approach to covering all required hours including days, nights, weekends and public holidays
- Being prepared to cover for colleagues on short notice
- The post holder must keep themselves up to date on all policy changes, new information, and relevant Switchboard information to ensure that they can provide an effective and accurate service
Job description
Job responsibilities
- To be the first point of contact for incoming calls from the public, professionals, and from internal colleagues.
- To be able to connect calls quickly and in the most appropriate manner to the person or department they require.
- To use the telephony software accurately, including the digital switchboard system, the electronic directory, paging system, and other systems or records as required.
- To be professional and kind at all times, and sympathetic to distressed callers
- To respond in strict accordance in line with written procedures, policies and action cards as and when required, also using own initiative to resolve new undefined circumstances.
- To act calmly, quickly, and appropriately to any emergency call (including Cardiac Arrest, Fire, Medical Gas Alarms, as well as emergency situations such as Bomb Threats and Major Incidents)
- To carry out daily testing of hospital crash bleep systems and maintaining records of these as required.
- Make changes to on-call rotas and daily key staff information sheets as and when required
- To adhere to established Trust protocols, departmental agreements, and support the service key targets (KPIs).
- Covering the Switchboard Service as indicated on the published switchboard roster, maintaining a flexible approach to covering all required hours including days, nights, weekends and public holidays
- Being prepared to cover for colleagues on short notice
- The post holder must keep themselves up to date on all policy changes, new information, and relevant Switchboard information to ensure that they can provide an effective and accurate service
Person Specification
Qualifications
Essential
- General level of education to O-Level/ GCSE or equivalent
Experience
Essential
- Experience of working face to face and/or telephone contact with the general public
- Working experience/knowledge of computers, data input and word processing
Skills
Essential
- Excellent written and verbal communication skills
- Able to deal with fluctuating workload and prioritise work accordingly
- Professional telephone manner
- Excellent organisational skills
- Excellent team working skills
Person Specification
Qualifications
Essential
- General level of education to O-Level/ GCSE or equivalent
Experience
Essential
- Experience of working face to face and/or telephone contact with the general public
- Working experience/knowledge of computers, data input and word processing
Skills
Essential
- Excellent written and verbal communication skills
- Able to deal with fluctuating workload and prioritise work accordingly
- Professional telephone manner
- Excellent organisational skills
- Excellent team working skills
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).
