Job summary
The GMMH Switchboard division of the directorate provides services 24 hours a day, 365 days a year, for the Trust's 9 hospitals, including 160 locations. Teams who are embracing a new and exciting future by leveraging technological breakthroughs and reimagining processes to provide an exceptional customer experience. The task will be varied, engaging, and difficult, necessitating creativity, good communication skills, and attentiveness.
The postholder will be part of a dynamic and multifunctional team that is responsible for providing great customer service to all stakeholders of the Trust. Operator Leads will be responsible for working on the new system, i.e., call console attendants, which is an integrated application within MS Teams, as well as a call handling console, monitoring emergency response systems, and other activities to support communications throughout the Trust.
Maintain effective working relationships with various customers, both internal and external to the Trust. Team members are also expected to respond by the Trust's EPRR, as well as to implement the business contingency plan and coordinate with all sites. Operators are also known for lone working due to shift patterns being out of normal working hours and weekends. This includes ensuring adequate levels of cover for annual leave and sickness, having a degree of flexibility, and being willing to cover shifts including evenings, nights, and weekends to maintain service continuity.
Main duties of the job
The postholder will be part of a dynamic and multifunctional team that is responsible for providing great customer service to all stakeholders of the Trust. Operator Leads will be responsible for working on the new system i.e., call console attendants, which is an integrated application within MS Teams, as well as a call handling console, monitoring emergency response systems, and other activities to support communications throughout the Trust.
Maintain effective working relationships with a variety of customers, both internal and external to the Trust. Team members are also expected to respond in accordance with the Trust's EPO2 Incident Response Plan, as well as to implement the business contingency plan and coordinate with all sites. Switchboard Operators are also known for lone working due to shift patterns being out of normal working hours and weekends. This includes ensuring adequate levels of cover for annual leave and sickness, as well as having a degree of flexibility and being willing to cover shifts including evenings, nights, and weekends to maintain service continuity (appropriate enhancements will be applied in accordance with NHS Agenda for Change guidelines).
About us
Greater Manchester Mental Health (GMMH) Foundation Trust employs over7000members of staff, who deliver services from more than160locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford,Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
Job description
Job responsibilities
Please see attached job description and person specification
Staff benefits
Band
Saturday (midnight to midnight) and any week day after 8pm and before 6am
All time on Sundays and Public Holidays (midnight to midnight)
1
Time plus 47%
Time plus 94%
2
Time plus 41%
Time plus 83%
3
Time plus 35%
Time plus 69%
4 9
Time plus 30%
Time plus 60%
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
- fuelGenie Fuel Cards (for applicable roles)
Job description
Job responsibilities
Please see attached job description and person specification
Staff benefits
Band
Saturday (midnight to midnight) and any week day after 8pm and before 6am
All time on Sundays and Public Holidays (midnight to midnight)
1
Time plus 47%
Time plus 94%
2
Time plus 41%
Time plus 83%
3
Time plus 35%
Time plus 69%
4 9
Time plus 30%
Time plus 60%
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
- fuelGenie Fuel Cards (for applicable roles)
Person Specification
Education / Qualifications - to be able to complete the duties as laid out on the Job Description
Essential
- oRecognized competency- based level 2 qualification in a relevant subject (e.g., NVQ, B-TEC QCF, Apprenticeship), or equivalent demonstrable experience.
- oDemonstrable experience in customer service or Switchboard roles
Desirable
- Evidence of continuous professional development
Experience
Essential
- Experience of delivering excellent customer support
- Proficient in the use of Microsoft Office applications including Teams, Excel, Word.
Desirable
- Knowledge of IM&T procedures or knowledge of telephone equipment or computer and software tools e.g. ECDL
Knowledge
Essential
- Dealing with non-routine issues such as problem solving.
Desirable
- Previous working experience within an NHS or public sector environment.
Skills and Abilities
Essential
- An excellent telephone manner and communication skills
- Ability to prioritize workload.
Desirable
- Experience in contributing to service improvement and development plans.
Flexibility
Essential
- Flexible approach to working hours and shift patterns including working unsociable hours, bank holidays and weekends.
Desirable
- An existing understanding of the organization
Person Specification
Education / Qualifications - to be able to complete the duties as laid out on the Job Description
Essential
- oRecognized competency- based level 2 qualification in a relevant subject (e.g., NVQ, B-TEC QCF, Apprenticeship), or equivalent demonstrable experience.
- oDemonstrable experience in customer service or Switchboard roles
Desirable
- Evidence of continuous professional development
Experience
Essential
- Experience of delivering excellent customer support
- Proficient in the use of Microsoft Office applications including Teams, Excel, Word.
Desirable
- Knowledge of IM&T procedures or knowledge of telephone equipment or computer and software tools e.g. ECDL
Knowledge
Essential
- Dealing with non-routine issues such as problem solving.
Desirable
- Previous working experience within an NHS or public sector environment.
Skills and Abilities
Essential
- An excellent telephone manner and communication skills
- Ability to prioritize workload.
Desirable
- Experience in contributing to service improvement and development plans.
Flexibility
Essential
- Flexible approach to working hours and shift patterns including working unsociable hours, bank holidays and weekends.
Desirable
- An existing understanding of the organization
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).
