Job summary
Are you looking for a change of role or department?
If you have experience of providing great customer services then this is the role for you.
We have various hours available, Full time and Part time however, candidates must be able to work a 24/7 shift pattern that includes Earlies, Lates and Nights.
Main duties of the job
This is a busy and varied role and in addition to answering calls, part of the role involves retrieving patient case notes, predominantly from the in-house Library but also from other departments or offices within the hospital.
We are looking for individuals whohave fantastic communication skills to work in this busy, challenging and rewarding environment.They must have a clear telephone voice, be computer literate, used to working under pressure and able to switch between tasks quickly and efficiently.
This role will commence at Band 2 whilst undergoing a supervised training period of up to 12 weeks within Switchboard to gain the administrative and technical experience required for the role. It may be possible for candidates to complete the training sooner dependent upon previous relevant experience.Upon successful completion of the In-house Training Programme, performance measures and they have demonstrated appropriate working practices based on Trust Values and behaviours, the post holder will then move to a permanent Band 3 post.
Please note, the department is unable to support a fixed shift pattern therefore candidatesmustbe able to work a variable 24/7 rota pattern consisting of Earlies 06:30 - 14:30, Lates 14:30 - 22:30 and Nights 22:30 - 06:30.
Unsociable hours including evenings, overnight and weekends will be paid at an enhanced rate.
About us
At Harrogate and District NHS Foundation Trust we provide outstanding care to both our patients and our staff. We support staff through benefits, health and wellbeing initiatives and opportunities for personal and professional development.
- An inclusive and supportive culture our Trust encourages staff to bring their whole selves to work and active Staff Networks identify areas for improvement.
- Staff Recognition - as well as regular appraisals, we recognise staff with our Making a Difference, Team of the Month Awards & Colleague Recognition Awards
- Employee Support and wellbeing - we have a comprehensive Employee Assistance Programme, counselling service and fast track physiotherapy service for employees.
- Staff Benefits - We have a range of staff benefits and schemes to support staff health, engagement, wellbeing and inclusion.
Job description
Job responsibilities
Candidates will commence on a Band 2, upon successful completion of Switchboards in house training programme your salary will increase to a Band 3.
During the training period the post holder will be supervised at all times, they will be signed off tasks as and when they reach the required level of skill / knowledge. Once fully trained the post holder will be competent to carry out all tasks without supervision.
- As a member of the Switchboard team the post holder will acts as a first point of contact to the Trust for the general public and staff. Ensures that Bank Staff/Trainees maintain excellent standards of customer care.
- Assists in receiving all enquiries, learning to action emergency calls e.g. cardiac arrest, major incident, fire and intruder alarms as appropriate. Calling for more senior managerial support as outlined in procedures.
- Test crash team bleeps daily ensuring all members of the team respond and implement follow up procedures. Is capable of all day-to-day tasks involving the i-Message communications system.
For more information please see the job description attached.
This job description gives only the principal duties and responsibilities of the post and the post holder may be required to perform other ad hoc duties. This job description is subject to review in accordance with any change in Trust policy or future development.
Job description
Job responsibilities
Candidates will commence on a Band 2, upon successful completion of Switchboards in house training programme your salary will increase to a Band 3.
During the training period the post holder will be supervised at all times, they will be signed off tasks as and when they reach the required level of skill / knowledge. Once fully trained the post holder will be competent to carry out all tasks without supervision.
- As a member of the Switchboard team the post holder will acts as a first point of contact to the Trust for the general public and staff. Ensures that Bank Staff/Trainees maintain excellent standards of customer care.
- Assists in receiving all enquiries, learning to action emergency calls e.g. cardiac arrest, major incident, fire and intruder alarms as appropriate. Calling for more senior managerial support as outlined in procedures.
- Test crash team bleeps daily ensuring all members of the team respond and implement follow up procedures. Is capable of all day-to-day tasks involving the i-Message communications system.
For more information please see the job description attached.
This job description gives only the principal duties and responsibilities of the post and the post holder may be required to perform other ad hoc duties. This job description is subject to review in accordance with any change in Trust policy or future development.
Person Specification
Experience
Essential
- Competent in the use of MS Office. Word, Excel, Outlook.
- Recent, relevant activity working as a team member to deliver customer service.
- Evidence of extensive use of IT to support daily working activity over a minimum of 2 years
- Proven Communication skills, good telephone manner, eye for detail.
- Punctual and reliable. Willing and able to enthusiastically engage with a mentally and physically stimulating role at all times. Able to cover shifts at short notice including working unsociable hours.
Desirable
- NHS experience
- Knowledge of / trained in PCS
- NHS Switchboard/Call Centre experience
- Experience of variable shift working an advantage.
- Experience of NHS computerised records and filing systems
Person Specification
Experience
Essential
- Competent in the use of MS Office. Word, Excel, Outlook.
- Recent, relevant activity working as a team member to deliver customer service.
- Evidence of extensive use of IT to support daily working activity over a minimum of 2 years
- Proven Communication skills, good telephone manner, eye for detail.
- Punctual and reliable. Willing and able to enthusiastically engage with a mentally and physically stimulating role at all times. Able to cover shifts at short notice including working unsociable hours.
Desirable
- NHS experience
- Knowledge of / trained in PCS
- NHS Switchboard/Call Centre experience
- Experience of variable shift working an advantage.
- Experience of NHS computerised records and filing systems
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
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).
