Job summary
An opportunity has arisen for a fixed term contract for 9 months to cover Maternity leave. The job entails overseeing the Switchboard, Transport & Facilities Helpdesk administration functions ensuring that all process are followed in line with Department and Trust policies. This involves the planning and co-ordination of Staff in Switchboard and the Facilities Helpdesk
Main duties of the job
This will include the supervision of staff in the above functions and participation in recruitment and selection, training, performance management and workforce rotas. There will be a requirement to act up for Switchboard, Transport & Facilitites Helpdesk Manager.
Help maintain the Helpdesk services i.e. Maintenance and Hospital transport
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.
We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.
Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.
Job description
Job responsibilities
Systems Management
- To manage the efficient operation of the telephone network, Health Roster, switchboard and Facilities Helpdesk.
- Update the telephone call logging equipment, prepare and distribute call logging reports at regular intervals.
- Advise the Switchboard & Facilities Helpdesk Manager on future requirements of the department and keep abreast of advances in technology.
Maintenance/Repair
- Report Telecoms faults to the relevant IT Manager, Telecommunication company/engineer staff and to monitor the resulting maintenance work.
- Provide first line maintenance, including fault finding, as required on the analogue Telecoms system.
- Undertake access level commands on the system manager, thereby managing the traffic classes and controlling outgoing call costs.
- Maintain records of the telephone network & telephone extensions, directories and other equipment associated with the Switchboard & facilities Helpdesk.
Emergency Procedures and Paging System
- In conjunction with the Switchboard & Facilities Helpdesk Manager help and maintain where necessary, provide procedures for the emergency alarm calls to be carried out by the Call Centre Operators. These procedures include:-
Cardiac Arrest
Major Incident
Fire Alarms
Security Alarms
Other Alarms Where Necessary
- Ensure that the Call Centre Operators are adequately trained in the use of these procedures.
- Take part in Major Incident, Controls assurance and Internal Crisis meetings to advice on protocol and switchboard procedures. In the event that a major incident is declared out of hours, to be on call and come in to manage and co-ordinate Call Centre Operators operational procedures.
- In conjunction with the Switchboard & Facilities Helpdesk Manager Personal help to maintain the Staff Paging System, including the issue and repair of the bleep receivers, maintaining an update to the date list of holder of bleeps, and investigating losses.
STAFF MANAGEMENT
- Supervise the Switchboard and Helpdesk staff in all aspects of their duties as laid down in their job descriptions.
- To train staff in the operation of Switchboard procedures and keep detailed training records.
- To monitor and authorise timesheets and maintain all annual leave and sick leave records in the Managers absence.
- To participate in the recruitment and interviewing of appropriate grades of staff.
- To participate in the first line of disciplinary process for appropriate grades of staff.
- To keep an accurate record of bank staff duties and work with the Switchboard & Facilities Helpdesk Manager to ensure that bank Staff hours do not exceed the available budget.
- To assist in the investigation of the first stage of informal/formal complaints to the Trust.
- Conduct appraisals and review regularly.
Financial
- Allocate staff resources (e.g. staff rotas and timesheets)
- Ordering mobile phones on behalf of all departments. Providing advice on the most cost effective and efficient device available to each departments in line with budgetary constraints.
- Audit and assist with the provision of financial information as required by Stakeholders.
- Authorise taxi journeys on behalf of the Trust in the Managers absence and audit all journeys on main Hospital account.
- Stationary and equipment ordering for the Department.
- Assist the Manager in budget setting for the Department.
- Identification of cost improvement opportunities.
BACKGROUND INFORMATION
- The post holder will be required to undertake duties requested by the Switchboard and Helpdesk Manager.
- The post holder is expected to implement continuous professional development for both themselves and the team.
In line with NHS initiatives this department is moving towards a seven day service over 24 hours. There will be a requirement to cover early, evening and night shifts as required.
Job description
Job responsibilities
Systems Management
- To manage the efficient operation of the telephone network, Health Roster, switchboard and Facilities Helpdesk.
- Update the telephone call logging equipment, prepare and distribute call logging reports at regular intervals.
- Advise the Switchboard & Facilities Helpdesk Manager on future requirements of the department and keep abreast of advances in technology.
Maintenance/Repair
- Report Telecoms faults to the relevant IT Manager, Telecommunication company/engineer staff and to monitor the resulting maintenance work.
- Provide first line maintenance, including fault finding, as required on the analogue Telecoms system.
- Undertake access level commands on the system manager, thereby managing the traffic classes and controlling outgoing call costs.
- Maintain records of the telephone network & telephone extensions, directories and other equipment associated with the Switchboard & facilities Helpdesk.
Emergency Procedures and Paging System
- In conjunction with the Switchboard & Facilities Helpdesk Manager help and maintain where necessary, provide procedures for the emergency alarm calls to be carried out by the Call Centre Operators. These procedures include:-
Cardiac Arrest
Major Incident
Fire Alarms
Security Alarms
Other Alarms Where Necessary
- Ensure that the Call Centre Operators are adequately trained in the use of these procedures.
- Take part in Major Incident, Controls assurance and Internal Crisis meetings to advice on protocol and switchboard procedures. In the event that a major incident is declared out of hours, to be on call and come in to manage and co-ordinate Call Centre Operators operational procedures.
- In conjunction with the Switchboard & Facilities Helpdesk Manager Personal help to maintain the Staff Paging System, including the issue and repair of the bleep receivers, maintaining an update to the date list of holder of bleeps, and investigating losses.
STAFF MANAGEMENT
- Supervise the Switchboard and Helpdesk staff in all aspects of their duties as laid down in their job descriptions.
- To train staff in the operation of Switchboard procedures and keep detailed training records.
- To monitor and authorise timesheets and maintain all annual leave and sick leave records in the Managers absence.
- To participate in the recruitment and interviewing of appropriate grades of staff.
- To participate in the first line of disciplinary process for appropriate grades of staff.
- To keep an accurate record of bank staff duties and work with the Switchboard & Facilities Helpdesk Manager to ensure that bank Staff hours do not exceed the available budget.
- To assist in the investigation of the first stage of informal/formal complaints to the Trust.
- Conduct appraisals and review regularly.
Financial
- Allocate staff resources (e.g. staff rotas and timesheets)
- Ordering mobile phones on behalf of all departments. Providing advice on the most cost effective and efficient device available to each departments in line with budgetary constraints.
- Audit and assist with the provision of financial information as required by Stakeholders.
- Authorise taxi journeys on behalf of the Trust in the Managers absence and audit all journeys on main Hospital account.
- Stationary and equipment ordering for the Department.
- Assist the Manager in budget setting for the Department.
- Identification of cost improvement opportunities.
BACKGROUND INFORMATION
- The post holder will be required to undertake duties requested by the Switchboard and Helpdesk Manager.
- The post holder is expected to implement continuous professional development for both themselves and the team.
In line with NHS initiatives this department is moving towards a seven day service over 24 hours. There will be a requirement to cover early, evening and night shifts as required.
Person Specification
Qualifications
Essential
- Educated to GCSE equivalent level, including English GCSE Maths at Grade C or above
- Evidence of continuing development
Desirable
- Experience of working in a healthcare setting, ideally within Primary or Community Care
- Supervisory qualification or relevant experience
Experience
Essential
- Relevant supervisory experience
- Training staff in the workplace
- To be able to undertake audits and implement change
Desirable
- Previous experience of dealing with the general public
Knowledge
Essential
- Knowledge of Microsoft office suite of software packages
- Competent in unified Communication applications, including mobile devices
- Proven working knowledge of GDPR
Desirable
- People Management
- Knowledge of NHS recruitment process
- Knowledge of Datix
- Working knowledge of QFM
Communication Skills
Essential
- Excellent written and verbal communication skills.
- Excellent organisational skills.
- Ability to build strong relationships with colleagues at all levels.
- Analytical and problem solving skills
Person Specification
Qualifications
Essential
- Educated to GCSE equivalent level, including English GCSE Maths at Grade C or above
- Evidence of continuing development
Desirable
- Experience of working in a healthcare setting, ideally within Primary or Community Care
- Supervisory qualification or relevant experience
Experience
Essential
- Relevant supervisory experience
- Training staff in the workplace
- To be able to undertake audits and implement change
Desirable
- Previous experience of dealing with the general public
Knowledge
Essential
- Knowledge of Microsoft office suite of software packages
- Competent in unified Communication applications, including mobile devices
- Proven working knowledge of GDPR
Desirable
- People Management
- Knowledge of NHS recruitment process
- Knowledge of Datix
- Working knowledge of QFM
Communication Skills
Essential
- Excellent written and verbal communication skills.
- Excellent organisational skills.
- Ability to build strong relationships with colleagues at all levels.
- Analytical and problem solving 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).
