Job summary
We are recruiting Three Switchboard Operators, each working 30 hours per week. The roles will involve varying shift patterns and require a high degree of flexibility to cover additional shifts as needed. The Switchboard is a 24-hour service, operating 365 days a year, including bank holidays, Christmas, and the New Year period.
The available shifts are:
Early: 6am-2pm
Late: 2pm-10pm
Night: 9pm-7am
Main duties of the job
The postholders will be responsible for handling both internal and external telephone calls for The Princess Alexandra Hospital, St Margarets Hospital, and Herts & Essex Hospital. A key aspect of the role includes the management and appropriate escalation of all emergency 2222 calls within the hospital.
Duties will also include monitoring hospital alarm systems, such as fire and medical gas alarms, and working closely with other departments including Portering Services, Estates, and Security to ensure a coordinated response when required.
In addition, the role includes reception-based duties, such as signing keys in and out for departments and staff accommodation, responding to general enquiries on a daily basis, and arranging taxi bookings. Postholders will be expected to ensure that all mandatory training is maintained and kept up to date in line with Trust requirements.
About us
The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave; a national programme thats changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.
This means were working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.
Were a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.
Join us and help shape the future of care in West Essex.
Job description
Job responsibilities
Main Role Duties
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Handle all internal and external telephone calls in a confident, courteous, and professional manner, including complex, distressing, or prolonged calls.
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Maintain a thorough working knowledge of switchboard systems, emergency procedures, and Trust policies, and act appropriately when required.
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Support the implementation of the Major Incident Policy, liaising with Senior Management, Ambulance Services, Police, and other external agencies as necessary.
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Undertake reception duties and respond to all enquiries efficiently and professionally.
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Issue and receive departmental and staff accommodation keys, ensuring they are signed in and out by authorised personnel and stored securely.
-
Monitor all hospital alarm systems and take appropriate action in accordance with local policies and procedures.
-
Respond to emergency alert systems, including cardiac arrest, trauma, and fire calls, in line with established procedures.
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Complete weekly test calls for the Alertive emergency system.
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Relay messages to external pager holders using the Flare paging system.
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Liaise with Security and Portering Supervisors in the event of incidents or disturbances.
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Maintain and update daily management, departmental, and medical on-call rotas using provided rota information.
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Contact on-call staff as required via the Alertive system or telephone.
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Ensure the accuracy of the switchboard directory, promptly reporting and updating any changes or queries.
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Carry out all duties in accordance with Trust policies and procedures and under appropriate supervision. This job description may be amended to meet the evolving needs of the service, following discussion with the postholder and line manager.
Job description
Job responsibilities
Main Role Duties
-
Handle all internal and external telephone calls in a confident, courteous, and professional manner, including complex, distressing, or prolonged calls.
-
Maintain a thorough working knowledge of switchboard systems, emergency procedures, and Trust policies, and act appropriately when required.
-
Support the implementation of the Major Incident Policy, liaising with Senior Management, Ambulance Services, Police, and other external agencies as necessary.
-
Undertake reception duties and respond to all enquiries efficiently and professionally.
-
Issue and receive departmental and staff accommodation keys, ensuring they are signed in and out by authorised personnel and stored securely.
-
Monitor all hospital alarm systems and take appropriate action in accordance with local policies and procedures.
-
Respond to emergency alert systems, including cardiac arrest, trauma, and fire calls, in line with established procedures.
-
Complete weekly test calls for the Alertive emergency system.
-
Relay messages to external pager holders using the Flare paging system.
-
Liaise with Security and Portering Supervisors in the event of incidents or disturbances.
-
Maintain and update daily management, departmental, and medical on-call rotas using provided rota information.
-
Contact on-call staff as required via the Alertive system or telephone.
-
Ensure the accuracy of the switchboard directory, promptly reporting and updating any changes or queries.
-
Carry out all duties in accordance with Trust policies and procedures and under appropriate supervision. This job description may be amended to meet the evolving needs of the service, following discussion with the postholder and line manager.
Person Specification
Qualifications
Essential
- G.C.S.E. or equivalent including Math's and English.
Experience
Essential
- Telephonist/Receptionist experience within a medium to large scale organisation.
- Experience with a busy switchboard and reception area.
- Excellent communication skills both in person and via email.
- Good listening skills.
- Confident in following emergency procedures.
- Work well under pressure in a Professional manner.
Person Specification
Qualifications
Essential
- G.C.S.E. or equivalent including Math's and English.
Experience
Essential
- Telephonist/Receptionist experience within a medium to large scale organisation.
- Experience with a busy switchboard and reception area.
- Excellent communication skills both in person and via email.
- Good listening skills.
- Confident in following emergency procedures.
- Work well under pressure in a Professional manner.
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.
