SCL Switchboard & Hotel Helpdesk Operator

Job summary

SCL/CDD Services are looking to recruit a hardworking, flexible, enthusiastic and customer focussed individual to join our Switchboard & Helpdesk Team at University Hospital North Durham. Switchboard & Hotels Helpdesk Operators work as part of a small team providing telephony services to the public and to Trust staff. The post holder will work on their own initiative and make immediate decisions; answering calls and dealing with each query in a professional manner within a busy hospital setting. Successful post holders are the first point of contact to County Durham and Darlington NHS Foundation Trust for the public through operation of the Trusts switchboard. As such this is an important role involving being an ambassador for the Trust. The post holder will also answer emergency calls in a timely manner e.g. medical crash teams, on-call staff, fire services, alarms, etc. The switchboard runs on the Liberty Converse console system and good keyboard skills are essential. Post holders will also be required to operate the Hotels Helpdesk when manual intervention is required. This role is 30 hours per week, fixed term maternity cover for 12 months.

Main duties of the job

Responsible for answering incoming and outgoing calls at the main hospital switchboard in a polite and efficient manner in line with the KPI Specification Co-ordinate communications on a day to day basis and in emergency situations. Responsible for the answering of incoming calls to the Hotels Helpdesk that require manual intervention Provide a courteous efficient telephony service within the trust. To project a friendly and professional attitude to all patients, staff and visitors and to demonstrate product knowledge when enquires are made. Initially deal with any complaints / comments regarding the service in a courteous manner from Trust staff or patients. The post holder is expected to liaise with other members of CDD Services staff to enable the fulfilment of their duties. Where their duties bring them into contact with other groups e.g. other Trust staff, patients and their visitors / carers, a professional working manner should be adopted. When this contact includes members of the general public, common courtesy should be shown.

About us

CDD Services / SCL is a wholly owned subsidiary of County Durham and Darlington NHS Foundation Trust (CDDFT) set up to deliver a range of non-clinical services The company is a separate legal body to CDDFT.

CDD Services offers its own Terms and Conditions of employment which differ to the national NHS Terms and Conditions. As an employee in the company you will benefit from:

• A Competitive salary
• Excellent Performance Related Bonus Scheme
• Access to a pension scheme - National Employment Savings Trust (NEST) CDD Services will pay a 3% contribution (this is over and above the minimum contribution rate at the present time)
• Night Shift Working Allowances (where appropriate)
• Bank Holiday Working Allowances (where appropriate)

Bank work is offered on an 'as and when' basis with no guaranteed hours and will be paid on a pro-rata hourly rate for hours worked only.