Job summary
We are looking to recruit a switchboard communications operator to join our friendly team based at the Michael Carlie Centre. You will help provide cover to an efficient 24/7 Switchboard for SHSC NHS Foundation Trust. You will facilitate a prompt response to internal and external calls via the switchboard in a courteous and professional manner. You will also monitor emergency fire and intruder alarms as well as transferring 999 calls to the emergency services.
We are recruiting for 28.125 hours per week, these hours are undertaken over an 8-week Rota, covering morning, afternoon and night shifts and includes weekend and bank holiday work.
Extra shifts may be available, up to full time hours to ensure the service runs smoothly. Shifts operate from Monday to Sunday, during the hours of 06:00-14:00, 14:00-22:00, 22:00- 06:00 and occasionally 08:00-16:00.
This is a fantastic opportunity for an individual with good communication skills to join a dedicated team who are passionate about helping others.
You must be able to work independently as this job is mostly lone working once training is completed.
Main duties of the job
You will be the first point of contact for calls to SHSC switchboard. You will ensure both staff and service users are transferred to the correct department/ team or recipient. This role requires that you are patient and tactful at times to ensure the correct parties are contacted.
You will monitor all emergency 2222/ 999 calls for the Trust, record information where necessary and manage fire and intruder alarms using the Patriot Alarm System. You must be able to work well under pressure and maintain a calm and composed manner at all times. You will sometimes have to manage stressful and chaotic situations and ensure continuity of the service we provide.
Good record keeping is key to ensure accurate data is recorded and stored. You must be confident when lone working and work consistently as part of the team. You must be able to communicate clearly and effectively.
All incidents and near misses in work must be documented to help prevent harm or injury and strict confidentiality has to be maintained at all times, unless you think someone may be at risk. Flexible working is a must, to ensure a 24/7 service is provided to our callers.
About us
We are passionate about providing the very best service to the people we support, and we are looking for someone who share this passion to join us.
What is it that makes our Trust such a special place to work? Well, it's all about the people. Our staff, service users, carers and families come from such diverse backgrounds, and all have expertise, experiences, and stories to share.
It's important that you feel supported in your role, that the people who you work with are as passionate as you are and that your health and wellbeing is taken care of
If you're interested in developing your career, you'll have access to a range of training and education opportunities, including apprenticeships, work experience and placements, as well as the chance to get involved in research.
We are proud of the difference we make to people's lives each and every day and if that's something that you'd like to be part of we would love to have you join our team.
Job description
Job responsibilities
- To operate the switchboard console, transferring internal and external calls
- Answer calls efficiently and professionally
- Follow protocols when handling emergency situations
- Monitoring fire and intruder alarms and take action when required
- Manage 2222/ 999 emergency calls and contact emergency services when required
- Maintain accurate information and up to date records
- Ensure strict confidentiality and maintain a caring attitude
- Report technical faults to IT and support if need when investigating
- Contact on call staff when working out of hours
- Work on your own initiative, make effective decisions within your job remit
- Undertake mandatory training and other training appropriate to the role
- Participate in regular supervisions and team meetings
- Assist with any other tasks which help to provide a service that complies with the departments agreed levels of service and excepted levels of customer service
- Work shift patterns including weekends, bank holidays and Christmas ensuring cover is provided 24/7 365 days a year.
- Able to lone work and must be flexible
Job description
Job responsibilities
- To operate the switchboard console, transferring internal and external calls
- Answer calls efficiently and professionally
- Follow protocols when handling emergency situations
- Monitoring fire and intruder alarms and take action when required
- Manage 2222/ 999 emergency calls and contact emergency services when required
- Maintain accurate information and up to date records
- Ensure strict confidentiality and maintain a caring attitude
- Report technical faults to IT and support if need when investigating
- Contact on call staff when working out of hours
- Work on your own initiative, make effective decisions within your job remit
- Undertake mandatory training and other training appropriate to the role
- Participate in regular supervisions and team meetings
- Assist with any other tasks which help to provide a service that complies with the departments agreed levels of service and excepted levels of customer service
- Work shift patterns including weekends, bank holidays and Christmas ensuring cover is provided 24/7 365 days a year.
- Able to lone work and must be flexible
Person Specification
Knowledge and Skills
Essential
- Excellent Communication skills
- Interpersonal skills
- Ability to influence and negotiate with other
- Standard numeracy and literacy skills
- Good computer skills
- Able to priorities workload
- Able to work without direct supervision
- IT Skills
Training and Qualifications
Essential
- Educated to GCSE Level
- Relevant qualifications/ NVQ equivalent or experience at this level. For example, in administration or IT.
Desirable
- Customer Service Qualification
Experience
Essential
- Experience in customer service environment
- Experience in Microsoft
- Experience on telephone
- Experience working unsupervised in a lone working environment
Desirable
- Experience dealing with emergency response situations
- Experience with the NHS
Other
Desirable
- Ability to build credible working relationships
- Positive and flexible approach to changing environment
- Flexible approach to working hours (unsociable hours)
- Available at short notice
- Ability to use initiative
Person Specification
Knowledge and Skills
Essential
- Excellent Communication skills
- Interpersonal skills
- Ability to influence and negotiate with other
- Standard numeracy and literacy skills
- Good computer skills
- Able to priorities workload
- Able to work without direct supervision
- IT Skills
Training and Qualifications
Essential
- Educated to GCSE Level
- Relevant qualifications/ NVQ equivalent or experience at this level. For example, in administration or IT.
Desirable
- Customer Service Qualification
Experience
Essential
- Experience in customer service environment
- Experience in Microsoft
- Experience on telephone
- Experience working unsupervised in a lone working environment
Desirable
- Experience dealing with emergency response situations
- Experience with the NHS
Other
Desirable
- Ability to build credible working relationships
- Positive and flexible approach to changing environment
- Flexible approach to working hours (unsociable hours)
- Available at short notice
- Ability to use initiative
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).
