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Job summary

Main area
Estates & Facilities
Grade
Band 3
Contract
Permanent
Hours
Full time - 37.5 hours per week (12 week rolling day rota between 7am – 8pm including weekends and bank holidays 6 week rolling night rota 8pm – 7am including weekends and bank holidays)
Job ref
164-7113251
Employer
Nottingham University Hospitals NHS Trust
Employer type
NHS
Site
Queens Medical Centre
Town
Nottingham
Salary
£24,625 - £25,674 Annualised hours contract of 1134 hours per annum pro rata
Salary period
Yearly
Closing
13/04/2025 23:59
Interview date
26/04/2025

Employer heading

Nottingham University Hospitals NHS Trust logo

Switchboard Operator ***RECRUITMENT EVENT***

Band 3

Job overview

Please note interview day: Saturday 26th April 2025

This is an exciting opportunity to join the Estates and Facilities team as a Switchboard Operator.

This will be mainly based at the Queens Medical Centre however you will be required to work from the City hospital from time to time.

We are looking for someone who has a flexible approach to work and is motivated to help the public and staff with their day to day enquiries, ideally you will have previous Switchboard/call centre experience however all training will be provided.

Post holder must have proficiency in IT skills.

 

Main duties of the job

In addition to the below summary  you need to familiarize yourself with full Job Description and Person Specification documents attached to this advert.

To be responsible for being first point of contact for hospital enquires from the general public and Trust staff.

To be professional and sympathetic to callers in need of support.

To be responsible for putting out emergency crash calls to the 22 22 emergency teams within the Trust, via the Blick bleep system and the Everbridge messaging system.

To be able to respond efficiently and action all on call rota’s sent into the department.

To adhere to all Trust and in house policies and procedures.

You will need to be able to demonstrate excellent organisational skills as well as being a hard working team player who works well under pressure and has an approachable manner.

Working for our organisation

With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Our organisation is driven by our strategic objectives and organisational values and behaviours - We Build Trust, We Empower, We are Ambitious, We are Mindful, We are Nurturing, We are United, We are Honest

Working in the NHS and at NUH is challenging yet rewarding. That is why we do all we can to support staff with rewards and benefits wherever we can.

 

Detailed job description and main responsibilities

To answer up to 85-100 calls per hour.

Engage with all callers to help resolve their query in one call if possible.

Answer all email enquires in the department inbox.

Answer ALL 2222 calls within a timely manner

Daily lift testing

Weekly fire alarm testing calls

Blick bleep pager daily testing

Help with Doctor change over twice yearly

Handle on call rota’s sent into the department and deal with accordingly.

Most importantly work as part of the team

Person specification

Training & Qualifications

Essential criteria
  • NVQ Level 2 Customer Service
  • NVQ Level 2 Call Handling
Desirable criteria
  • Computer Literate

Experience

Essential criteria
  • Minimum of 12 months experience working in a call centre of customer focussed setting.
Desirable criteria
  • Experience of working within a healthcare environment

Communication and Relationships

Essential criteria
  • Demonstrate effective communication skills with callers/patients/relatives who may be very ill and/or distressed using a sympathetic and understanding approach.
  • Able to calm angry callers, be empathetic and guide confused callers.
  • Resolve caller problems using tact and diplomacy.
  • Resolve caller problems using tact and diplomacy.

Employer certification / accreditation badges

Trust IDApprenticeships logoNo smoking policyAge positiveDisability confident leaderArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.NHS Rainbow badgeadded for NUH

Documents to download

Apply online now

Further details / informal visits contact

Name
Jenna Moore
Job title
Switchboard and Facilities Operations Manager
Email address
[email protected]
Telephone number
07812275121
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