Job summary
- Main area
- Switchboard Operator
- Grade
- NHS AfC: Band 2
- Contract
- Permanent: Full time / Unsocial hours (rota)
- Hours
- Part time
- Flexible working
- Job ref
- 407-CORP-6152801
- Employer
- Walsall Healthcare NHS Trust
- Employer type
- NHS
- Site
- Manor Hospital
- Town
- Walsall
- Salary
- £22,383 per annum, pro rata
- Salary period
- Yearly
- Closing
- 21/07/2024 23:59
Employer heading
Switchboard Operator
NHS AfC: Band 2
Walsall Healthcare NHS Trust provides integrated acute and community Healthcare in the West Midlands serving a population of 260,000 residents. Walsall Manor Hospital houses the full range of district general hospital services. The £170 million development was completed in 2010 and we are continually upgrading. Construction of the new integrated critical care unit was completed in 2018, extension of a Neonatal Unit and an approved plan to build a brand new, state of the art Emergency Department which commenced in 2021
We provide high quality, friendly and effective community health services from multiple sites covering Walsall. Our multidisciplinary services include rapid response and homebased care, so that those with long term conditions and the frail elderly can remain in their own homes.
We are recommended by colleagues as a place to work which is supported by the trusts values to work as part of a team, being respectful, compassionate and professional. We are committed to investing in our workforce
Following our recent CQC visit the Trust was rated as outstanding for care and this has been recognised by NHS Improvement.
The work we do is highly rewarding, and in addition to an attractive salary, we offer a valuable range of benefits, including: salary sacrifice scheme; car leasing scheme; on-site staff accommodation (subject to availability); the ability to retain your NHS pension (where applicable) or the opportunity to join an alternative scheme; and the opportunity to develop and implement your expertise in an encouraging yet challenging environment
Walsall Healthcare NHS Trust is proud to be part of the Armed Forces Covenant. The Trust currently holds the Bronze Award which underlines the Trust’s commitment to supporting the Armed Forces Community. As an organisation, we are aiming to achieve the next level Silver award, with our sights firmly on Gold.
RESPECT - COMPASSION - TEAMWORK - PROFESSIONALISM
Job overview
We seek a professional with switchboard experience, proficiency in written English and interpersonal skills. Candidates should be adept at digital switchboard operation and possess strong communication and computer abilities.
What we are currently looking for are 4 part-time positions to be filled :
x2 (22.5 hours),
x2 (15 hours)
Our switchboard operates 24/7, requiring flexibility to cover shifts, including nights and weekends, with a 24-hour notice period. You'll collaborate with a team and occasionally work solo.
Walsall Healthcare NHS Trust, a major local employer with 3,000+ staff, supports Flexible Working Arrangements and Race Equality, prioritising education, training, and development including a multi-professional education centre.
Our work is rewarding, offering competitive salaries and benefits like salary sacrifice and car leasing schemes, NHS pension retention or alternative schemes, and opportunities for professional growth in a supportive yet challenging environment.
Main duties of the job
The Switchboard Operator role will include:
- Operate and provide a complete telecommunications service using the computerised switchboard consoles
- Dealing with clients queries in a polite and professional manner, maintaining exceptional standards for customer service and upholding the
Trust's professional image at all times.
- Managing telephone and email enquiries and maintaining accurate client records against the computer database.
- Efficiently manage queries from customers in accordance with processes and guidelines.
- Assist and support other team members.
- Announce callers when transferring.
- Take accurate messages and forward accordingly.
- Dealing with emergency calls and recording the results accurately.
- Monitor all the alarm systems connected to the Switchboard and take appropriate action as determined by the Policies and Procedures
- Carry out activities set out in procedures for emergencies (Cardiac Arrest, Fire, Major Incident, Bomb Threat etc,)
- Update and maintain information.
- Operate a digital paging system.
Working for our organisation
Walsall Healthcare NHS Trust provides integrated acute and community Healthcare in the West Midlands serving a population of 260,000 residents. Walsall Manor Hospital houses the full range of district general hospital services. The £170 million development was completed in 2010 and we are continually upgrading. Construction of the new integrated critical care unit was completed in2018, extension of a Neonatal Unit and brand new, state of the art Emergency Department is in the process of being completed.
We are recommended by colleagues as a place to work which is supported by the trusts values to work as part of a team, being respectful, compassionate and professional. We are committed to investing in our workforce
Care - Colleagues - Collaboration - Communities
Detailed job description and main responsibilities
The post holder acts as the first point of contact and will be responsible for the operation of the Hospital Switchboard, the internal calls systems,
the call and fault logging systems and for the keeping of associated clerical records. The post holder will also be required to deal with all calls,
including emergency calls, in a polite, sensitive and efficient manner, having regard to the good image of the Trust. The switchboard operates 24
hours a day every day of the year.
Person specification
Qualifications
Essential criteria
- Good standard of general education e.g. GCSE
- Continued personal and professional training or new Telecommunications technologies.
Experience
Essential criteria
- Demonstrate Customer care experience
- Experience with working with a telephone system
- Knowledge and understanding of Windows software packages e.g. Microsoft Word, Microsoft Teams etc.
Desirable criteria
- Familiar with bleep systems
- Switchboard Experience
- NHS Experience
Personal Qualities
Essential criteria
- Communication skills
- Written skills
- Team Player
- Ability to quickly assess and forward enquiries.
- Flexible to shift work patterns
Knowledge
Essential criteria
- Knowledge of one or more telephone systems.
- Ability to work using own initiative without supervision.
- Ability to work under pressure
- Ability to co-ordinate and conclude emergency situations.
- High degree of accuracy and attention to detail when recording information
- Ability to communicate with staff & members of the public at all levels
Desirable criteria
- Knowledge of Bleep Systems
- Knowledge of Switchboard Systems
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Donna Day
- Job title
- Switchboard Supervisor
- Email address
- [email protected]
- Telephone number
- 01922 656699
- Additional information
For any further queries, please contact:
Sanjay Paul / Donna Day
01922 656699
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