Mersey Care NHS Foundation Trust

Telephonist

This job is now closed

Job summary

1 X 22 hour post shift work covering the hours 07.00 - 22.00 7 days a week

To facilitate all incoming and outgoing telephone calls using a cisco unified attendant console computerised switchboard.

To provide a full service whilst ensuring that the switchboard equipment is not left unattended during the post holder(s) shift.

To use technology and co-operate in the introduction of technological developments.

To update directory user database as and when required.

To operate all relevant emergency procedures, to include terrorist or bomb threat or service user escape.

To order taxis and maintaining appropriate records

To contact appropriate on-call staff when required.

To announce all in-coming calls to wards as appropriate.

Facilitate the Doctor on Call rota and all other on-call rotas for MCT (e.g. Bronze, Silver and Gold Command, Pharmacist, Driver, SLS Manager), to include updating and maintaining contact numbers.

Main duties of the job

To facilitate all incoming and outgoing telephone calls using a cisco unified attendant console computerised switchboard.

Continual contact with all levels of staff on the telephone, requiring a high level of courtesy and patience. When dealing with Bank, Wards and Departments throughout the Trust to ensure quality of service and reliability is maintained

About us

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 11 million people.

We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.

At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.

Date posted

19 July 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year per annum

Contract

Permanent

Working pattern

Part-time

Reference number

350-COR5369398-B

Job locations

V7 Building

Kings Business Park

Prescot

L34 1PJ

Job description

Job responsibilities

To facilitate all incoming and outgoing telephone calls using a cisco unified attendant console computerised switchboard.

To provide a full service whilst ensuring that the switchboard equipment is not left unattended during the post holder(s) shift.

To use technology and co-operate in the introduction of technological developments.

To update directory user database as and when required.

To operate all relevant emergency procedures, to include terrorist or bomb threat or service user escape.

To order taxis and maintaining appropriate records

To contact appropriate on-call staff when required.

To announce all in-coming calls to wards as appropriate.

Facilitate the Doctor on Call rota and all other on-call rotas for MCT (e.g. Bronze, Silver and Gold Command, Pharmacist, Driver, SLS Manager), to include updating and maintaining contact numbers.

Job description

Job responsibilities

To facilitate all incoming and outgoing telephone calls using a cisco unified attendant console computerised switchboard.

To provide a full service whilst ensuring that the switchboard equipment is not left unattended during the post holder(s) shift.

To use technology and co-operate in the introduction of technological developments.

To update directory user database as and when required.

To operate all relevant emergency procedures, to include terrorist or bomb threat or service user escape.

To order taxis and maintaining appropriate records

To contact appropriate on-call staff when required.

To announce all in-coming calls to wards as appropriate.

Facilitate the Doctor on Call rota and all other on-call rotas for MCT (e.g. Bronze, Silver and Gold Command, Pharmacist, Driver, SLS Manager), to include updating and maintaining contact numbers.

Person Specification

Qualifications

Essential

Good general education

KNOWLEDGE/EXPERIENCE /SKILLS:

Essential

Telephonist experience using a computerised switchboard
Previous experience working as a receptionist for a minimum of one year
Excellent customer care skills
A good standard of spoken and written English
confident and polite telephone manner
Ability to use a computerised Switchboard
Ability to work without direct supervision
Windows based computer skills
Ability to work under time pressure
An awareness of confidentiality issues
Good time-keeping and reliability

Desirable

Previous experience working in similar position for the NHS
Knowledge of Ericcson computerised switchboard

Person Specification

Qualifications

Essential

Good general education

KNOWLEDGE/EXPERIENCE /SKILLS:

Essential

Telephonist experience using a computerised switchboard
Previous experience working as a receptionist for a minimum of one year
Excellent customer care skills
A good standard of spoken and written English
confident and polite telephone manner
Ability to use a computerised Switchboard
Ability to work without direct supervision
Windows based computer skills
Ability to work under time pressure
An awareness of confidentiality issues
Good time-keeping and reliability

Desirable

Previous experience working in similar position for the NHS
Knowledge of Ericcson computerised switchboard

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

Mersey Care NHS Foundation Trust

Address

V7 Building

Kings Business Park

Prescot

L34 1PJ

Employer's website

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

Employer details

Employer name

Mersey Care NHS Foundation Trust

Address

V7 Building

Kings Business Park

Prescot

L34 1PJ

Employer's website

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