University Hospitals Sussex NHS Foundation Trust (279)

Switchboard Operator

This job is now closed

Job summary

Switchboard operates a 24 hour a day service across 365 days of the year.

Answering all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently. The weekly call volumes are anywhere between 10,000 - 13,000 calls as well as connecting internal teams together.

We are the first point of contact for worried patients, concerned family > members, the public and professional services and partnership organisations who contact the Trust as well as all internal users.

At times busy and pressured, we put out all Emergency team alerts across the hospitals ensuring the correct staff are contacted as a priority. We also prepare the on-call rota for the Trust to use. We monitor and report all hospital alarms from Fire alarms to people stuck > in lifts, to gas cylinders that need changing. The operators have to be very resilient and patient,dealing with very emotional, frustrated and angry callers at times.

Main duties of the job

You will be responsible for handling calls in a professional manner, responding effectively to emergency calls, alarms and incident procedures. Effectively making decisions in a calm and efficient manner.

You will require an excellent telephone manner and proven customer service skills as well as a GCSE grade C or above in English. A good level of keyboard skills is required and previous switchboard/ IT knowledge is preferred as the switchboard is pc based although specific training will be provided.

The position is contracted at 24 hours a week and you must be available to work a set rota pattern, which will be a combination of all shift timings stated below - days, lates , nights, weekends and bank holidays.

Day shifts will be between the hours of 08:00 - 17:30 (shifts will vary from 4 hours - 8.5 hours) Late shift is 15:00 - 22:00 Night shift is 22:00 - 08:00. Night shifts , late shifts from 17:30 and weekends are lone working once trained. You will receive enhanced pay from 20:00 - 08:00 Monday - Friday and also at weekends)

N.B Training can take a few months working day shifts only

About us

Join us atUHSussex, every day is different, you can be the change, better neverstops

AtUHSussexwe're proud to be at the heart of the NHS. As one of theUK's largest acute Trusts, we're a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.

Improving lives:We are a vibrant and inclusive organisation, with hardworking, talented and dedicated individuals, who work together towards a common goal, to always put ourPatient First.Our mission is summed up by our 'where better never stops' motto and no matter the role atUHSussex, you will play a part in driving us forwards and in improving the lives of patients across Sussex.We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in ourwellbeing programmefor staff which is extensive and designed to support you when you need itbecausewe know that to look after others we must first look after ourselves.

Build a career with us: As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do

Date posted

30 October 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year per annum, pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

279-5774152-OCT23

Job locations

St Richards hospital

Spitalfield Lane

Chichester

PO19 6SE

Job description

Job responsibilities

To answer all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently

To carry out all processes and procedures which involve the Switchboard Services, including (where applicable), but not limited to operating Emergency Procedures, including Cardiac Arrest, Fire and Major Incident Plan.

The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms

Manage, where applicable the maintenance and or replacement of all equipment and keys quickly and effectively, according to the procedure

Report all telephone, bleep, pager and call logging system faults appropriately, testing lines and equipment and notifying the appropriate Team/Provider

Report any and all defects to any system or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures

The completion of all log books and other formal recording documentation held within Switchboard Services is maintained accurately and effectively at all times.

Issue bleeps and pagers according to the current procedure and update the directory of holders. Testing and identifying maintenance requirements of equipment and issuing replacement batteries, as required.

Carry out implementation of any change in administrative requirements to improve the operational efficiency of the Switchboard Services professionally, without impacting the service, the staff or the general public.

To carry out any other duties that may be required of the post in order for the Switchboard Services to be carried out properly and effectively

Job description

Job responsibilities

To answer all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently

The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms

Manage, where applicable the maintenance and or replacement of all equipment and keys quickly and effectively, according to the procedure

Report all telephone, bleep, pager and call logging system faults appropriately, testing lines and equipment and notifying the appropriate Team/Provider

Report any and all defects to any system or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures

The completion of all log books and other formal recording documentation held within Switchboard Services is maintained accurately and effectively at all times.

To carry out any other duties that may be required of the post in order for the Switchboard Services to be carried out properly and effectively

Person Specification

Knowledge

Essential

IT knowledge to operate PC based software systems
Clerical experience

Interview

Essential

GCSE grade C or above - English
Knowledge/Training/Experience
Communications

Person Specification

Knowledge

Essential

IT knowledge to operate PC based software systems
Clerical experience

Interview

Essential

GCSE grade C or above - English
Knowledge/Training/Experience
Communications

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.

Employer details

Employer name

University Hospitals Sussex NHS Foundation Trust (279)

Address

St Richards hospital

Spitalfield Lane

Chichester

PO19 6SE

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

University Hospitals Sussex NHS Foundation Trust (279)

Address

St Richards hospital

Spitalfield Lane

Chichester

PO19 6SE

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)