Job summary
The Switch Board Operator will provide professional service and operate within the values and standards of the trust.
Main duties of the job
The Facilities division has a vacancy for a band 2 Switch Board Operator role within the Switchboard department. All work will be supported by risk assessments.
The Switch Board Operator will provide professional service and operate within the values and standards of the trust.
Applicants should be Enthusiastic, Flexible, Reliable, decisive, show initiative in all situations and have excellent Customer Service skills and Communication skills.
Salary £22,383 Band 2
Plus Enhancements as appropriate (Saturdays / Sundays / Bank Holidays)
Hours -Mon - Sun On a flexible rota including weekends and bank holidays.
With 8hr shifts between
0600-2000 Mon - Fri
0800-2000 Sat - Sun
About us
The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES
- Use of IT equipment and switchboard systems.
- Use of IT programmes to find relevant information relating to patient, staff, and visitor requests.
- Use of IT programmes to enter on-call details and to maintain contact lists up to date.
- Answer all calls internal and external in a polite, calm, professional manner being able to deal with emotionally distressed patients and visitors in a sensitive and nonconfrontational manner. Priority to be given to external calls.
- Internal Redirect calls to appropriate people
- External Take details and put through to required extension number.
- Prioritising calls and explaining to callers when there is a delay in response or no response using initiative to offer alternatives.
- Respond to emergency calls in a calm professional manner.
- Record all emergency calls as per proforma.
- Carry out alertive crash call test daily and record as per proforma.
- at 1030 Switchboard
- Put out emergency pages (crash calls) in a calm clear manner ensuring accuracy.
- Operate alertive system In accordance with procedures and policies.
- Maintain out of hours on-call lists Liaise with clinical colleagues to ensure details held are correct.
- Prepare night out of hours on call lists for Security use 2000-0600 Mon Fr /2000-0800 Sat Sun
- Handover any relevant points that may be pertinent
- Program pagers as required.
- Escalate all switchboard issues immediately as per list below.
- Digital Services All hardware problems such as alertive, telephones and computers
- Extension 3577
- Duty manager Lack of response to calls from staff. Upset patients/GPs etc.
- Pager - Operational Services Manager Switchboard staffing issues.
- Tel Mobile 07920366168
- Landline, 0161 918 2586
- Deputy Operational Services Manager Switchboard staffing issues.
- Tel Mobile 07977968948 / Landline, 0161 956 1497
- Confidentiality to be maintained at all times as per general statement.
- Take part in trust PDR process.
- Ensure individual training is kept up to date.
Undertake any other duties or responsibilities as required and deemed reasonable by the Operational Services Manager
This job description is not a complete list of duties but is intended to give a general indication of the range of work undertaken. It will vary over time as demands and priorities within the NHS change. Significant changes in the range of work undertaken will be made only after discussion with the post holder
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES
- Use of IT equipment and switchboard systems.
- Use of IT programmes to find relevant information relating to patient, staff, and visitor requests.
- Use of IT programmes to enter on-call details and to maintain contact lists up to date.
- Answer all calls internal and external in a polite, calm, professional manner being able to deal with emotionally distressed patients and visitors in a sensitive and nonconfrontational manner. Priority to be given to external calls.
- Internal Redirect calls to appropriate people
- External Take details and put through to required extension number.
- Prioritising calls and explaining to callers when there is a delay in response or no response using initiative to offer alternatives.
- Respond to emergency calls in a calm professional manner.
- Record all emergency calls as per proforma.
- Carry out alertive crash call test daily and record as per proforma.
- at 1030 Switchboard
- Put out emergency pages (crash calls) in a calm clear manner ensuring accuracy.
- Operate alertive system In accordance with procedures and policies.
- Maintain out of hours on-call lists Liaise with clinical colleagues to ensure details held are correct.
- Prepare night out of hours on call lists for Security use 2000-0600 Mon Fr /2000-0800 Sat Sun
- Handover any relevant points that may be pertinent
- Program pagers as required.
- Escalate all switchboard issues immediately as per list below.
- Digital Services All hardware problems such as alertive, telephones and computers
- Extension 3577
- Duty manager Lack of response to calls from staff. Upset patients/GPs etc.
- Pager - Operational Services Manager Switchboard staffing issues.
- Tel Mobile 07920366168
- Landline, 0161 918 2586
- Deputy Operational Services Manager Switchboard staffing issues.
- Tel Mobile 07977968948 / Landline, 0161 956 1497
- Confidentiality to be maintained at all times as per general statement.
- Take part in trust PDR process.
- Ensure individual training is kept up to date.
Undertake any other duties or responsibilities as required and deemed reasonable by the Operational Services Manager
This job description is not a complete list of duties but is intended to give a general indication of the range of work undertaken. It will vary over time as demands and priorities within the NHS change. Significant changes in the range of work undertaken will be made only after discussion with the post holder
Person Specification
Qualifications
Desirable
Experience
Essential
- NHS switchboard knowledge
- Ability to work as part of a team
Desirable
- NHS Experience
- Switchboard experience
Skills
Essential
- Excellent Verbal Communication skills
- Good Written Skills
- Good Organisational Skills
- Keyboard Skills (MS Office)
- Empathy
- Excellent customer service skills
Desirable
- Previous experience working with the public
Knowledge
Essential
- Must be willing to learn how to operate equipment
Desirable
- Must attend all necessary training courses
Values
Essential
- Ability to demonstrate the organisational values and behaviours
Other
Essential
- Must be flexible as this role expects cover from 6am - 8pm Monday to Sunday as per rota.
Person Specification
Qualifications
Desirable
Experience
Essential
- NHS switchboard knowledge
- Ability to work as part of a team
Desirable
- NHS Experience
- Switchboard experience
Skills
Essential
- Excellent Verbal Communication skills
- Good Written Skills
- Good Organisational Skills
- Keyboard Skills (MS Office)
- Empathy
- Excellent customer service skills
Desirable
- Previous experience working with the public
Knowledge
Essential
- Must be willing to learn how to operate equipment
Desirable
- Must attend all necessary training courses
Values
Essential
- Ability to demonstrate the organisational values and behaviours
Other
Essential
- Must be flexible as this role expects cover from 6am - 8pm Monday to Sunday as per rota.
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.
