Band 3 Telecommunications Officer

University Hospitals Birmingham NHS Foundation Trust

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Job summary

University Hospitals Birmingham NHS Foundation Trust is supported by a Switchboard department supporting communication services for all Trust sites. Switchboard provides Telephony and Paging and is also the central point for receiving and processing Emergency and Alarm calls/ procedures.

The post holder will be responsible for the consistent delivery of a high standard Telephony service. Operating as the focal point for the Trust promoting a positive and courteous manner at all times, and providing support for staff with service and technical enquiries.

The post holder will ensure that confidentiality is maintained and to speak clearly and professionally when answering calls, using the phonetic alphabet when spelling out words.

Working Pattern -

Tuesday - Friday - 10:30 - 18:30 = 32 hours per week

Main duties of the job

*Answering inbound calls in a responsible and courteous manner, monitoring progress and rerouting appropriately if extension is engaged or not responding offering assistance or advice in accordance with Departmental call answering standards.

*Answer internal incoming calls from health care professionals and ensure that these are re-routed appropriately and any information required is provided.

*Minimise and actively reduce recall for customers, offering Direct Dial telephone numbers or any other relevant information.

*Undertaking outbound calling for Trust staff when required and carrying out the departmental audit and recording process.

*Have the ability to deal with stressful, emotional situations and remain calm, empathetic and confident to the caller.

*Recognise there may be a need to utilise alternative methods of communication. Where there are barriers to understanding, as required, arrange/ access to information, support and other services to aid effective communication.

*Activate and operate the bleep system in a prompt and efficient manner. This includes programming bleeps and providing replacement batteries where necessary.

*Operate the 2222 emergency system and complete the appropriate records.

*Monitor the alarm systems for all sites covered and take appropriate action, such as notifying relevant departmental staff, making verbal reports and making written reports.

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.

Date posted

30 December 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

304-1088430YS

Job locations

Heartlands Hospital

Bordesley Green E

Birmingham

West Midlands

B9 5SS

Job description

Job responsibilities

Please note for a specific detailed job description for this vacancy please see attached job description.

Job description

Job responsibilities

Please note for a specific 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.

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

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.

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

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.