Job summary
An experienced switchboard operator is required to join our busy, friendly and efficient switchboard department.
The switchboard operates 24 hours a day,7 days a week, 365 days a year.
Shifts for this post are as follows 07.00-15.00,09.00-17.00, 11.00 am -19.00 and 15.00 - 23.00 hours.
Working 5 days over a 7-day period Monday to Sunday this is a fixed term position until 31st March 2022 This role is for 37.5 hours per week
Main duties of the job
As the first point of contact for the telecommunication service of Alderhey. Operators are responsible for providing a responsive and efficient switchboard / information service 24/7 to all service users. To carry out all aspects of responsibilities and duties in a pleasant and courteous manner at all times to all service users. Operators are required to use their own initiative when dealing with situations outside the parameters of procedures. Altering work patterns when procedures change.
About us
Alder Hey Childrens NHS Foundation Trust is a provider of specialist health care to over 275,000 children and young people each year. In addition to the hospital site located in the West Derby area of Liverpool, Alder Hey has a presence in community outreach sites and, in collaboration with other providers, our clinicians help deliver care closer to patients homes by holding local clinics at locations from Cumbria to Shropshire, in Wales and the Isle of Man.
We currently have more than 4,000 staff working across our community and hospital sites. Were also a teaching and training hospital providing education and training to around 540 medical and over 500 nursing and allied health professional students each year.
As black and minority ethnic (BME) employees are currently under-represented in this area, we particularly welcome applications from members of our BME communities. All appointments will be made on merit.
At Alder Hey we appreciate our staff and reward them with an outstanding benefits package including:
Great flexible working opportunities
Discounted gym membership
Lease car scheme and Home Electronics Scheme
Generous annual leave and pension scheme
Extensive staff health and well-being programmes
Job description
Job responsibilities
To be accountable for being the first point of contact for receiving and distributing incoming calls from the General public, GPs, etc. on incoming exchange lines and from internal staff together with various networked link lines. To connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site.
To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious parents, visitors, severe mental health patients, users with language and / or disability barriers, media, complaints, etc., ensuring an appropriate and compassionate response at all times.
To respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests including:
- Major Incident Procedure
- Business continuity incidents
- Paediatric Cardiac Arrest
- Adult Cardiac Arrest
- Helicopter team planned/unplanned
- Mental Health Psychiatric / Medical Emergency
- Fire Alarms
- Trauma Team Requests
- Cardiac theatre team requests
- Activation of 2nd on call theatre team
- Lift Failure Alarms
- Suspect Package Alerts
- Lone worker (Site / Community)
- Toilet Panic Alarms
- Chemical spillage
- Gas escape
- Medical gas alarms
- Power failure
- Switchboard failure
- Child abduction
- Missing patients
- Police staff password calls
- Out of hours cash donation receipt(charity)
- Out of hours booking transport (Eg taxis)
- Programing of bleeps
And ensure all relevant documentation is accurately completed after each incident and sent to the appropriate department for statistical / audit purposes.
Please see job description and person specification for further details
Job description
Job responsibilities
To be accountable for being the first point of contact for receiving and distributing incoming calls from the General public, GPs, etc. on incoming exchange lines and from internal staff together with various networked link lines. To connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site.
To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious parents, visitors, severe mental health patients, users with language and / or disability barriers, media, complaints, etc., ensuring an appropriate and compassionate response at all times.
To respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests including:
- Major Incident Procedure
- Business continuity incidents
- Paediatric Cardiac Arrest
- Adult Cardiac Arrest
- Helicopter team planned/unplanned
- Mental Health Psychiatric / Medical Emergency
- Fire Alarms
- Trauma Team Requests
- Cardiac theatre team requests
- Activation of 2nd on call theatre team
- Lift Failure Alarms
- Suspect Package Alerts
- Lone worker (Site / Community)
- Toilet Panic Alarms
- Chemical spillage
- Gas escape
- Medical gas alarms
- Power failure
- Switchboard failure
- Child abduction
- Missing patients
- Police staff password calls
- Out of hours cash donation receipt(charity)
- Out of hours booking transport (Eg taxis)
- Programing of bleeps
And ensure all relevant documentation is accurately completed after each incident and sent to the appropriate department for statistical / audit purposes.
Please see job description and person specification for further details
Person Specification
Education and Training
Essential
- Proven IT Qualification
- Good standard of Education
- English and maths
Desirable
- RSA Typing Stage 1/2
- Educated to 'A' level standard or equivalent NVQ 3
Experience
Essential
- Previous switchboard / call centre experience or dealing with customers via telephone system
- Working knowledge of use of telephone switchboard
- Experience of dealing with members of the public
Desirable
- Experience in an NHS environment and / or large scale organisation
- Emergency procedures
Person Specification
Education and Training
Essential
- Proven IT Qualification
- Good standard of Education
- English and maths
Desirable
- RSA Typing Stage 1/2
- Educated to 'A' level standard or equivalent NVQ 3
Experience
Essential
- Previous switchboard / call centre experience or dealing with customers via telephone system
- Working knowledge of use of telephone switchboard
- Experience of dealing with members of the public
Desirable
- Experience in an NHS environment and / or large scale organisation
- Emergency procedures
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).
