Job summary
An exciting opportunity has arisen to join University Hospitals Plymouth NHS Trust, Hotel Services team as a Helpdesk / Switchboard Operator.
We are looking for an enthusiastic and motivated individual to help man our very busy Helpdesk receiving requests from across the hospital site for support with Portering, Cleaning and Housekeeping, Patient Catering and Linen Services as well as being willing to work on our Switchboard, receiving calls from internal and external stakeholders.
A passion for customer satisfaction and excellent organisational skills are a must as you will work as part of the Site Services Communications Team to ensure the delivery of hotel services support to the wards, Departments, patients, visitors and all other stakeholders, throughout the 24 hour period/7 days per week.
The successful applicants will need to be able to work various shifts through a 24 hour period/7 days per week.
This is a full-time, 37.5 hours per week post.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
- managing the Helpdesk phones
- recording requests on the Task Management system and issuing job numbers
- communicating with and allocating tasks to the portering team
- updating the Task Management system when requests are completed
- responding to and allocating staff for emergency situations
- communicating with callers to update them on the status of their request
- receiving and forwarding calls to the Management Team
- taking internal and external calls on the switchboard from visitors, patients, members of staff etc
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
- To provide an efficient and professional Helpdesk service
- To deliver excellent customer service to all users
- Call handling answering enquiries forwarding traffic to requested locations
- Receive calls to helpdesk and follow agreed procedures for recording, initiating action, responding to customer and updating the task management system
- Responsible for paging systems, emergency and alarm calls, as per agreed policies and protocols
- In the event of a breakdown of the system operate contingency plans
- Follow agreed procedure to activate Helpdesk job processes
- Follow agreed policies with regard to Major incidents, Fire alarms, Cardiac Arrest etc
- Liaise with wards and departments over helpdesk queries
- Ensure that portering staff are deployed efficiently and breaks are allocated within the needs of the service
- Assist on the switchboard taking internal and external calls
- Comply with trust policies and procedures and operational changes that may be implemented for the development of the service
- Maintain all required records and paperwork ensuring they are completed in line with Health and Safety, Quality and Trust policies and procedures.
- Participate as a full member of the team, through supporting and carrying out training, working flexibly as required to cover other members of the team.
- Ensure all records are kept accurately and confidentially
- To report any Health and Safety hazards around the site as per procedures
- To attend meetings and play an active part of the team by recommending service improvement
- Undertake other ad hoc duties as prescribed by the Manager and within scope of skills and capability
Job description
Job responsibilities
- To provide an efficient and professional Helpdesk service
- To deliver excellent customer service to all users
- Call handling answering enquiries forwarding traffic to requested locations
- Receive calls to helpdesk and follow agreed procedures for recording, initiating action, responding to customer and updating the task management system
- Responsible for paging systems, emergency and alarm calls, as per agreed policies and protocols
- In the event of a breakdown of the system operate contingency plans
- Follow agreed procedure to activate Helpdesk job processes
- Follow agreed policies with regard to Major incidents, Fire alarms, Cardiac Arrest etc
- Liaise with wards and departments over helpdesk queries
- Ensure that portering staff are deployed efficiently and breaks are allocated within the needs of the service
- Assist on the switchboard taking internal and external calls
- Comply with trust policies and procedures and operational changes that may be implemented for the development of the service
- Maintain all required records and paperwork ensuring they are completed in line with Health and Safety, Quality and Trust policies and procedures.
- Participate as a full member of the team, through supporting and carrying out training, working flexibly as required to cover other members of the team.
- Ensure all records are kept accurately and confidentially
- To report any Health and Safety hazards around the site as per procedures
- To attend meetings and play an active part of the team by recommending service improvement
- Undertake other ad hoc duties as prescribed by the Manager and within scope of skills and capability
Person Specification
Knowledge
Essential
- GCSE grade A-C or equivalent demonstrable experience
Desirable
- Knowledge of NHS Trust requirements and polices
Ethos
Essential
- Positive, reliable. responsible, attitude to work.
Desirable
- Evidence of fast paced, customer focused experience.
Person Specification
Knowledge
Essential
- GCSE grade A-C or equivalent demonstrable experience
Desirable
- Knowledge of NHS Trust requirements and polices
Ethos
Essential
- Positive, reliable. responsible, attitude to work.
Desirable
- Evidence of fast paced, customer focused experience.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
