Job summary
The MFT Estates and Facilities Department is looking to recruit enthusiastic, highly motivated individuals to the role of Switchboard Operator to join our Telecoms Team.
The post's main objective is to provide an efficient arid professional switchboard service to the Trust's patients, staff and visitors.
The operator is the first point of contact for the Trust for most external callers.
The operator is required to keep a calm and professional demeanour when under pressure, especially when dealing with emotional callers and/or situations.
Main duties of the job
Duties are varied and include answering incoming and internal calls, greeting callers, providing information, transferring calls and/or taking messages.
Participate in the delivery of excellent switchboard services to patients, staff and visitors to the Trust.
The operator is the principal point of contact 'out of hours' and necessarily has the freedom to act across a range of possible situations, until or unless the operator takes the decision to contact more senior Trust staff. In the event of serious disruption to the Trust's telecommunications 'out of hours', the operator is required to be proactive in reporting faults to the relevant telecommunications suppliers and in setting up contingency arrangements (eg. Activating the backup mobiles and 2-way radio), prior to the relevant 'on call' staff arriving on site.
To provide a point of contact for the staff and patients across the Trust requiring the support and services of the wider Facilities Directorate, and to assist members of the Facilities Directorate with a range of administrative and clerical support.
Act as a point of contact for enquiries from patients, staff and visitors, deal sensitively with any matters that may arise, and ensure that urgent matters are drawn to the attention of relevant staff quickly and accurately.
To handle all internal and external telephone calls to the Trust's Switchboard promptly, courteously and professionally.
About us
MFT is England's largest NHS Trust with a turnover of £2.5bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research and innovation through the introduction of Hive; our brand-new Electronic Patient Record system which we've launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent experience
Desirable
- Educated to NVQ level in an associated field
Knwoledge, Skills and Experience
Essential
- Knowledge of switchboard services.
- Excellent communication skills
- Experience at working to deadlines and specific task frameworks
- Good standard of numeric and literacy skills
- Ability to prioritise and organise own workload
- Be professional pleasant, friendly, courteous, and helpful at all times
- A flexible and helpful approach to clients and work duties
- To be able to work alone
- To be able to work in a team and use your own initiative
- Prioritise calls and alarms
- Be able to diffuse difficult and sensitive calls in a calm, professional and understanding manner
- Prioritise calls and alarms
- Relay important information
- Work under pressure when dealing with emergencies
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent experience
Desirable
- Educated to NVQ level in an associated field
Knwoledge, Skills and Experience
Essential
- Knowledge of switchboard services.
- Excellent communication skills
- Experience at working to deadlines and specific task frameworks
- Good standard of numeric and literacy skills
- Ability to prioritise and organise own workload
- Be professional pleasant, friendly, courteous, and helpful at all times
- A flexible and helpful approach to clients and work duties
- To be able to work alone
- To be able to work in a team and use your own initiative
- Prioritise calls and alarms
- Be able to diffuse difficult and sensitive calls in a calm, professional and understanding manner
- Prioritise calls and alarms
- Relay important information
- Work under pressure when dealing with emergencies
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.
