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.
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
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
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.
