Job summary
Synchronicity Care Limited are looking to recruit a enthusiastic,
hardworking, flexible and customer focused individual to lead our newly
centralised Switchboard Team at University Hospital North Durham.
The successful applicant will effectively supervise
Switchboard and Hotel Helpdesk Services using the available resources, whilst
maintaining and continuing to improve the quality of the service. This role
includes monitoring of call volume against resource, investigating / handling
complaints, ensuring the database remains updated whilst adhering to all
relevant policies and procedures. The
post holder will also be required to contribute to setting and monitoring
quality standards.
Additionally
responsible for answering incoming and outgoing calls at the main hospital
switchboard in a polite and efficient manner.
The successful candidate will be responsible for the
answering of incoming calls to the Hotels Helpdesk that require manual
intervention
Responsible for ensuring the correct application of the
Quality Management System where it interfaces with their daily activities and
completing of KPI reporting on a monthly basis.
Main duties of the job
Provide day-to-day supervision of the Switchboard services.
Responsibility for organising staff rotas to ensure that
appropriate manning levels are maintained throughout service periods.
Ensure that communication channels are maintained between
appropriate staff / visitor / patient groups and relevant stakeholders with
regard to the Switchboard service.
Provide appropriate training for staff so that they can work
in a safe and effective manner so that no other persons are put at risk whilst
completing their required duties.
Deal effectively and efficiently with any complaints /
comments regarding the service in a courteous and timely manner from Trust
staff or patients.
They will be responsible for ensuring the switchboard
facility is manned daily over a 24-hour period in line with contract.
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
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.
SCL 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
- 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
Job description
Job responsibilities
Process incoming and outgoing calls for DMH and BAH in an
appropriate manner;
Carry out emergency procedures including cardiac arrest,
fire and lift alarms pediatric alarms, ED attack alarm and obs and gynae alarm
and lone worker alarms at both BAH and DMH;
Have a sound
understanding of and participate in emergency procedures for a Major Incident;
Carry out procedures
for responding to various Estates related alarms including Building Management
System and boiler alarms and call out staff as appropriate;
Process any private
calls and maintain appropriate records;
Issue keys in
accordance with the agreed procedure;
Ensure continuous
supply of bleep batteries and dispatch faulty bleeps for repair;
Give appropriate
advice and instruction to staff and the public in respect of the effective
operation of the Trust communications equipment;
Give appropriate
instructions to any new members of the switchboard;
Keep and update
appropriate records of on call staff. Call out staff to attend in an emergency
for TEWV, District Nurses and any other Trust on-call systems;
Operate the Hotels
Helpdesk when the need for manual intervention arises
Update screen based
directory and respective on-call information;
Attending training
courses as required;
Analysis Switchboard
data with regards to call handling and generating reports as required;
Analysis of Hotel Helpdesk
data with regards to call handling and generating reports as required
Monitor staff for
adherence to all relevant policies and procedures that are relevant to the area
and that they are working in a safe manner;
Identify staff
training / development needs using the Trusts appraisal system;
Assist in recruitment
of new staff and organise appropriate training for the various staff groups
under your control, including new employees;
Organise and control the staff rotas to ensure adequate
staffing levels are maintained at all times;
Maintain appropriate
records to ensure compliance with all current Trust policies and procedures;
Monitor staff time
sheets / attendance and sickness records in accordance with the relevant Trust
policies and procedures;
Help carry out
Facilities Services orientated duties as required;
Undertake
any training deemed necessary as required to enhance your role.
Job description
Job responsibilities
Process incoming and outgoing calls for DMH and BAH in an
appropriate manner;
Carry out emergency procedures including cardiac arrest,
fire and lift alarms pediatric alarms, ED attack alarm and obs and gynae alarm
and lone worker alarms at both BAH and DMH;
Have a sound
understanding of and participate in emergency procedures for a Major Incident;
Carry out procedures
for responding to various Estates related alarms including Building Management
System and boiler alarms and call out staff as appropriate;
Process any private
calls and maintain appropriate records;
Issue keys in
accordance with the agreed procedure;
Ensure continuous
supply of bleep batteries and dispatch faulty bleeps for repair;
Give appropriate
advice and instruction to staff and the public in respect of the effective
operation of the Trust communications equipment;
Give appropriate
instructions to any new members of the switchboard;
Keep and update
appropriate records of on call staff. Call out staff to attend in an emergency
for TEWV, District Nurses and any other Trust on-call systems;
Operate the Hotels
Helpdesk when the need for manual intervention arises
Update screen based
directory and respective on-call information;
Attending training
courses as required;
Analysis Switchboard
data with regards to call handling and generating reports as required;
Analysis of Hotel Helpdesk
data with regards to call handling and generating reports as required
Monitor staff for
adherence to all relevant policies and procedures that are relevant to the area
and that they are working in a safe manner;
Identify staff
training / development needs using the Trusts appraisal system;
Assist in recruitment
of new staff and organise appropriate training for the various staff groups
under your control, including new employees;
Organise and control the staff rotas to ensure adequate
staffing levels are maintained at all times;
Maintain appropriate
records to ensure compliance with all current Trust policies and procedures;
Monitor staff time
sheets / attendance and sickness records in accordance with the relevant Trust
policies and procedures;
Help carry out
Facilities Services orientated duties as required;
Undertake
any training deemed necessary as required to enhance your role.
Person Specification
Qualifications
Essential
- Level 3 Diploma Team Leader/Supervisor / NVQ Level 3 Supervisory Qualification OR Equivalent Level Experience
- Customer Service Level 2 or Equivalent Qualification/ Experience
Desirable
- Level 5 Leadership and Management
Experience
Desirable
- Experience of working in a switchboard environment. (D)
- Significant experience in NHS telecoms systems (D)
Special Skills & Knowledge
Essential
- Excellent communication and interpersonal skills and the ability to explain detailed information to others
- Ability to prioritise and organise work load
- Work as part of a team
- Ability to problem solve and work on own initiative.
- Able to work shifts and have flexibility to needs of the service
- Be able supervise and motivate a multi-skilled team
- Experience of Working with and reporting on KPI performance reports
- Excellent written / verbal communication skills
Person Specification
Qualifications
Essential
- Level 3 Diploma Team Leader/Supervisor / NVQ Level 3 Supervisory Qualification OR Equivalent Level Experience
- Customer Service Level 2 or Equivalent Qualification/ Experience
Desirable
- Level 5 Leadership and Management
Experience
Desirable
- Experience of working in a switchboard environment. (D)
- Significant experience in NHS telecoms systems (D)
Special Skills & Knowledge
Essential
- Excellent communication and interpersonal skills and the ability to explain detailed information to others
- Ability to prioritise and organise work load
- Work as part of a team
- Ability to problem solve and work on own initiative.
- Able to work shifts and have flexibility to needs of the service
- Be able supervise and motivate a multi-skilled team
- Experience of Working with and reporting on KPI performance reports
- Excellent written / verbal communication skills
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.