Job summary
Are you looking for a new challenge?
An exciting opportunity has arisen for a committed telecommunication officer to join the Telecommunication team at the Heartlands Hospital, Birmingham,.
We are a friendly team who provide a 24/7 telephony service and are often the first point of contact for both patients and staff. You will be part of a team who provide a comprehensive and efficient service giving our service users the best possible experience. We are a busy department dealing with an average of 5000 calls per day.
We are looking for hardworking, dynamic individuals who are flexible, caring and able to work in a high pressure environment
The position is full time. Primarily looking for availability for evenings & nights.
1x 37.5hrs per week
Main duties of the job
The main duties of the role include the following:
Answering external incoming telephone calls and connecting them to appropriate extensions using the computerised equipment provided.
Answering internal incoming calls from health care professionals and ensure that these are re-routed appropriately, and any information required is provided.
Applicants must have the ability to deal with stressful, emotional situations and remain calm, empathetic, and confident to the caller.
Good interpersonal skill and a willingness to undertake training are essential, as is a clear understanding of confidentiality.
Call centre/Switchboard experience is essential; please clearly demonstrate this in your supporting information.
Familiar with use of MS teams, Excel, Outlook & Word
Maintenance and updating of all departmental procedures including switchboard directories & databases."
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
Essential
- * Good General Education (e.g. GCSE English and Maths A-C) GCSE Level 9-4
- * NVQ Level 3 in an administrative environment or Knowledge of administrative procedures and systems acquired through experience and training.
Desirable
- * NVQ Level 3 in administration/ customer service or equivalent
Experience
Essential
- * Experience of dealing with the Public/Customer service experience
- * Significant telephony experience including experience of working with telephony equipment and pagers.
- * Experience of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook
- * Knowledge of telephony terminology e.g. phonetic alphabet
- * Understand confidentiality and apply the principles
- * Must be able to demonstrate an understanding of equality and diversity
Desirable
- * Experience of working in a busy environment
- * Experience of working in Healthcare
- * Knowledge of basic medical terminology
- * Experience of using Trust IT systems
- * Knowledge of supporting emergency procedures
Additional Criteria
Essential
- * Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
- * Ability to communicate with staff at all levels using clear and concise language , face to face or on the telephone where there maybe barriers of misunderstanding
- * Good keyboard / IT skills
- * Good organisation skills and ability to multitask
- * Good time management skills
- * Ability to deal professionally with enquiries from staff
- * Ability to problem solve in a timely manner
- * Ability to pay attention to detail where there are predictable interruptions to the work pattern
- * Ability to deal with stressful situations and work under pressure
- * Work effectively and flexibly as part of a team to meet the needs of the services
- * Confident in dealing with people at all levels
- * Ability to remain in a restricted position for extended periods of time.
- * Flexible approach to work including covering a shift pattern to include nights, weekends and bank holidays
- * Ability to travel to other Trust sites if required by the role.
Person Specification
Qualifications
Essential
- * Good General Education (e.g. GCSE English and Maths A-C) GCSE Level 9-4
- * NVQ Level 3 in an administrative environment or Knowledge of administrative procedures and systems acquired through experience and training.
Desirable
- * NVQ Level 3 in administration/ customer service or equivalent
Experience
Essential
- * Experience of dealing with the Public/Customer service experience
- * Significant telephony experience including experience of working with telephony equipment and pagers.
- * Experience of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook
- * Knowledge of telephony terminology e.g. phonetic alphabet
- * Understand confidentiality and apply the principles
- * Must be able to demonstrate an understanding of equality and diversity
Desirable
- * Experience of working in a busy environment
- * Experience of working in Healthcare
- * Knowledge of basic medical terminology
- * Experience of using Trust IT systems
- * Knowledge of supporting emergency procedures
Additional Criteria
Essential
- * Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
- * Ability to communicate with staff at all levels using clear and concise language , face to face or on the telephone where there maybe barriers of misunderstanding
- * Good keyboard / IT skills
- * Good organisation skills and ability to multitask
- * Good time management skills
- * Ability to deal professionally with enquiries from staff
- * Ability to problem solve in a timely manner
- * Ability to pay attention to detail where there are predictable interruptions to the work pattern
- * Ability to deal with stressful situations and work under pressure
- * Work effectively and flexibly as part of a team to meet the needs of the services
- * Confident in dealing with people at all levels
- * Ability to remain in a restricted position for extended periods of time.
- * Flexible approach to work including covering a shift pattern to include nights, weekends and bank holidays
- * Ability to travel to other Trust sites if required by the role.
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.
