Job summary
This is a part time post - 10 hours per week
The post holder will work as part of a team on the switchboard performing the operations in an efficient and courteous manner with particular emphasis on customer care.
Act as a first point of contact to Kettering General hospital. Providing general non-clinical advice, information guidance or ancillary services directly to patients, Clients, relatives or carers.
To meet the needs of a 24/7 public facing service the post holder will be required to work shifts, including working a combination of daytime, evening and night time hours on both weekdays and weekends.
Main duties of the job
Main duties of the job
Kettering General Hospital NHS Foundation Trust is seeking to recruit an experienced Switchboard Operator to join our existing team.
You will need to be flexible as may be required to work across a range of the day, evening and night shifts across a mix of weekdays and weekends.
Friday 17.00 - 22.00
Saturday 17.00 - 22.00
Experience in working in a busy environment would be preferred but full training will be given to the successful candidate.
About us
Please submit your application as soon as possible as we reserve the right to close adverts once we have received sufficient applications
Kettering General Hospital NHS Foundation Trust is on an exciting journey with all of our divisions committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered a Group Model with neighbouring Northampton General Hospital NHS Trust and become University Hospitals of Northamptonshire (UHN). As part of this collaborative approach, there may be a requirement for you to work across both the Kettering and Northampton hospital sites, depending on the needs of the service.
Our Excellence Values
- Compassion
- Accountability
- Respect
- Integrity
- Courage
We want to recruit the best people to deliver our services across UHN and help to unleash everyone's full potential.
UHN encourages applications from people who identify from all protected groups. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We recognise the valuable contribution that the Armed Forces community make to our organisation. We have signed the Armed Forces Covenant and achieved Silver Award under the Armed Forces Employer Recognition Scheme.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for UHN.
Job description
Job responsibilities
To operate the Groups switchboard consoles in an efficient, courteous and friendlymanner, answering calls within agreed timescales To answer incoming telephone calls and enquiries. To connect outgoing telephone calls made by users. To monitor and log, ifnecessary, information concerning all personal calls made by staff for re-chargepurposes. Ability to adapt communication style to understand the needs of others and ensureeffective and compassionate communication. Ability to communicate in instanceswhere communication is difficult due to language barriers, distress, emotion, hearingdifficulties etc. The efficient operation of the Groups paging systems for both emergency and nonemergency calls. To be fully aware of the Groups Emergency process and theSwitchboards responsibilities upon activation. Responsible for ensuring that all alarm and notification panels / screens aremonitored, alerting the appropriate teams as quickly as possible. Responsible for prioritising emergency calls and take the appropriate actions asquickly as possible. To provide Out Of Hours reception cover as required dealing with general enquiries. Receive and document key transactions including accommodation for new and oncall staff. To monitor CCTV cameras within the switchboard areas when requested. To receive deposits for accommodation using debit/credit card transactions ensuringrelevant paperwork (receipts) are completed in line with the departmentalprocedures. Booking taxis for staff, patients and equipment. Responsible for ensuring that all staffing and on-call rota changes reported toSwitchboard are made available to all staff. Contribute to the training of new team members. Flexibility in the hours worked will include cover at w
Job description
Job responsibilities
To operate the Groups switchboard consoles in an efficient, courteous and friendlymanner, answering calls within agreed timescales To answer incoming telephone calls and enquiries. To connect outgoing telephone calls made by users. To monitor and log, ifnecessary, information concerning all personal calls made by staff for re-chargepurposes. Ability to adapt communication style to understand the needs of others and ensureeffective and compassionate communication. Ability to communicate in instanceswhere communication is difficult due to language barriers, distress, emotion, hearingdifficulties etc. The efficient operation of the Groups paging systems for both emergency and nonemergency calls. To be fully aware of the Groups Emergency process and theSwitchboards responsibilities upon activation. Responsible for ensuring that all alarm and notification panels / screens aremonitored, alerting the appropriate teams as quickly as possible. Responsible for prioritising emergency calls and take the appropriate actions asquickly as possible. To provide Out Of Hours reception cover as required dealing with general enquiries. Receive and document key transactions including accommodation for new and oncall staff. To monitor CCTV cameras within the switchboard areas when requested. To receive deposits for accommodation using debit/credit card transactions ensuringrelevant paperwork (receipts) are completed in line with the departmentalprocedures. Booking taxis for staff, patients and equipment. Responsible for ensuring that all staffing and on-call rota changes reported toSwitchboard are made available to all staff. Contribute to the training of new team members. Flexibility in the hours worked will include cover at w
Person Specification
Knowledge and Experience
Essential
- Evidence of continuing professional development
- Knowledge of Switchboard directories / telephony systems
- Experience of delivering a switchboard function preferably in the public sector
Desirable
- Knowledge of Avaya telephony
- Knowledge of pager solutions and the management of pager devices
Qualifications
Essential
- Educated to Vocational Level 2 education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of working within a health care setting
Skills
Essential
- Good verbal and written communication and presentation skills, suitable for a range of audiences.
- Ability to adapt communication style to understand the needs of others, ensure effective and compassionate communication.
- Ability to communicate in instances, where communication is difficult due to language barriers, distress, emotion and hearing difficulties.
- Advanced telephone and keyboard skills
- Occasional working in isolation
- Able to clearly manage priorities for self, staff and teams in order to meet targets.
Person Specification
Knowledge and Experience
Essential
- Evidence of continuing professional development
- Knowledge of Switchboard directories / telephony systems
- Experience of delivering a switchboard function preferably in the public sector
Desirable
- Knowledge of Avaya telephony
- Knowledge of pager solutions and the management of pager devices
Qualifications
Essential
- Educated to Vocational Level 2 education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of working within a health care setting
Skills
Essential
- Good verbal and written communication and presentation skills, suitable for a range of audiences.
- Ability to adapt communication style to understand the needs of others, ensure effective and compassionate communication.
- Ability to communicate in instances, where communication is difficult due to language barriers, distress, emotion and hearing difficulties.
- Advanced telephone and keyboard skills
- Occasional working in isolation
- Able to clearly manage priorities for self, staff and teams in order to meet targets.
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.
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