Switchboard Administrator

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.

Ensure that Security arrangements within switchboard services are controlled at all

times.

During shift to be responsible for maintaining the following key information systems:

NEWS - To centrally record and then pass on to key medical staff summarised medical

information in support of National Early Warning Score (NEWS) initiative.

Rotas - Manage and update trust on call emergency rotas for Drs, Executives and senior

Managers and then process emergency calls for these rotas.

Directory - Carry out daily updates of the live switchboard directory.

Workbook - Carry out and log emergency calls and update switchboard workbook as necessary.

The proper and effective response is made to alarms monitored within Switchboard

Services, including medical alarms, boiler alarms and security alarms

Carry out all emergency test calls quickly and efficiently, as required.

Report any and all defects to computer or telephony systems or infrastructure within

Switchboard Services to the relevant department/stakeholder using the appropriate

instructions/procedures.

Manage and 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.

Knowledge and administrative tasks of the multi site service are maintained at all

times

Report all telephone, bleep, pager and call logging system faults appropriately, testing

lines and equipment and notifying the appropriate Team/Provider.

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.

Maintain good communication and exceptional working relationships with all

Switchboard Services colleagues, line managers and other Trust staff 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

• Good interpersonal skills, and to be able to handle contacts of all types and at all levels.

Qualifications

Desirable

• Educated to NVQ Level 3 in Call Centre Operations (or equivalent)

Experience

Desirable

• Knowledge of working within the NHS is an advantage

Qualifications

Desirable

• Has obtained a general IT training qualification, such as CLAIT or ECDL (or equivalent). Or is willing to work towards it.

Experience

Desirable

• Proven knowledge of major switchboard services, preferably within an acute hospital environment is an advantage.

Knowledge

Essential

• Have exceptional customer service skills.

personal

Essential

• Advanced keyboard and telephone skills to accurately process a high volume of calls efficiently and update key trust information systems

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.

Certificate of Sponsorship

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).

Employer details

Employer name

North Bristol NHS Trust

Address

Southmead Hospital

Southmead Road

Bristol

BS10 5NB

Employer's website

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