Job summary
Switchboard Operator
Department: Switchboard Department
Band: Band 2 £22,383 Per annum pro rata
Hours: 20 hours a week (2 x 10-hour shifts - Nights only), all MKUH roles will be considered for flexible working
We are seeking an Operator to join our Switchboard Team. This is a part-time position for 2 Night shifts per week (20 hours). The post includes directing calls and managing communications throughout the Hospital Trust as well as following procedures in the event of an alarm or an emergency. Full training will be given.
The service operates 24/7 and the role will require you to cover service demand. This post will be set weekday and weekend Nights each week on a rotating shift pattern. This may include Bank Holidays. You will be flexible and be able to cover additional Nights shifts at short notice. A flexible attitude and understanding of the service is a pre-requisite for this challenging role. You must have good communication skills and ideally customer service experience.
If you would like to find out more about this position, please contact Karen Barrett on 01908 660033 or by email karen.barrett@mkuh.nhs.uk
Interview date: 15th August 2024
Main duties of the job
The role of the Switchboard Operator is to provide courteous fast lines of communication and information to Hospital staff and the general public, using your initiative in applying all resources available to you to meet the need of the Users of the Service.
About us
MKUH staff scored highest for 'I look forward to coming to work' (NHS Staff Survey 2023).
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
- Free on-site parking
- Free tea and coffee
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
- To be familiar with, and implement correct procedure for all emergency incidents, including fire alarm activations, cardiac arrest crash calls and code victors.
- To action the proper response to notification of a Major Incident when informed by the emergency ambulance service.
- To implement the correct procedure, when notified through our security monitoring station, in Primary Care Trust and other on-site controlled premises.
- To maintain accurate records of all emergency incidents in the relevant logs, for the whole site as required by the Switchboard Communications Manager and following Trust Policies and Procedures.
- To be familiar with the correct procedure to operate the staff personal receivers call system (bleeps) and activate radio page system as required.
- To issue and re-programme replacement/loan bleeps into consuls in instances of lost or out of order bleeps and maintaining records of such changes. Run controlled tests to ensure correct programming has been installed.
- Record any changes to contact details for amending the screen-based VDU directory of home numbers book.
- To be responsible for the out of hours issue of Accommodation packs, ensuring correct completion of paperwork, mobile phones and Locum Packs.
- Communicate effectively to all levels of the organisation and the general public.
- Understand and manage situations which may arise as a result of stress related issues when dealing with patients, visitors and staff. Such incidents will require high levels of diplomacy, tact and negotiating skills.
- Maintain high standards of personal presentation and hygiene during the performance of your duties.
- Any other duties commensurate with the post or as directed by the line manager.
We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Job description
Job responsibilities
- To be familiar with, and implement correct procedure for all emergency incidents, including fire alarm activations, cardiac arrest crash calls and code victors.
- To action the proper response to notification of a Major Incident when informed by the emergency ambulance service.
- To implement the correct procedure, when notified through our security monitoring station, in Primary Care Trust and other on-site controlled premises.
- To maintain accurate records of all emergency incidents in the relevant logs, for the whole site as required by the Switchboard Communications Manager and following Trust Policies and Procedures.
- To be familiar with the correct procedure to operate the staff personal receivers call system (bleeps) and activate radio page system as required.
- To issue and re-programme replacement/loan bleeps into consuls in instances of lost or out of order bleeps and maintaining records of such changes. Run controlled tests to ensure correct programming has been installed.
- Record any changes to contact details for amending the screen-based VDU directory of home numbers book.
- To be responsible for the out of hours issue of Accommodation packs, ensuring correct completion of paperwork, mobile phones and Locum Packs.
- Communicate effectively to all levels of the organisation and the general public.
- Understand and manage situations which may arise as a result of stress related issues when dealing with patients, visitors and staff. Such incidents will require high levels of diplomacy, tact and negotiating skills.
- Maintain high standards of personal presentation and hygiene during the performance of your duties.
- Any other duties commensurate with the post or as directed by the line manager.
We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Person Specification
Qualifications and knowledge
Essential
- Keyboard skills
- BT trained or equivalent
Experience
Essential
- Switchboard experience in a large organisation
Desirable
- General knowledge of NHS Switchboard
Skills
Essential
- Ability to work accurately under pressure
- To be able to multi-task
- Ability to work consistently when dealing with customers and deadlines
Personal and people development
Essential
- Commitment to personal development
Communication
Essential
- Polite and courteous to all customers
Person Specification
Qualifications and knowledge
Essential
- Keyboard skills
- BT trained or equivalent
Experience
Essential
- Switchboard experience in a large organisation
Desirable
- General knowledge of NHS Switchboard
Skills
Essential
- Ability to work accurately under pressure
- To be able to multi-task
- Ability to work consistently when dealing with customers and deadlines
Personal and people development
Essential
- Commitment to personal development
Communication
Essential
- Polite and courteous to all customers
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.
