Job summary
A new and exciting opportunity has arisen to join our Switchboard team as a Switchboard Operator at The Mid Yorkshire Teaching NHS Trust.
We are looking for a friendly, motivated and enthusiastic individual who is passionate to deliver high-quality, customer-focused support to staff and the general public.
You will work as part of an experienced team, acting as the first line of contact for staff, external organisations and the general public. You will be required to take calls in a professional and efficient manner whilst providing a high level of customer service.
As part of the role you will also deal with emergency situations that are called through and ensure that messages are sent out to all relevant teams in a timely but accurate manner.
The Switchboard team cover a 24/7 service, in which you will form part of a rota ensuring that the service needs are covered.
Main duties of the job
The post holder will provide the 1st point of contact for the Mid Yorkshire Teaching NHS Trust, using an efficient and reliable service to communicate with the public, staff, health professionals and emergency services in a courteous and friendly manner and is responsive to the needs of the trust and its users.
The post holder will work as part of a team handling more than 60,000 calls per month and initiating emergency responses such as the Cardiac Arrest Calls, Fire, Major Incidents and Major Haemorrhage. The team are responsible for effectively understanding and working to a wide range of highly complex work procedures and processes.
About us
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield).
Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation.
We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion.
As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers, car lease and home electronics schemes, working carers support, carer-friendly policies, and more.
If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Job description
Job responsibilities
Duties and Responsibilities
- Process internal and external telephone calls to the Trust and other supported sites, dealing with a large range of enquiries in a courteous and professional manner.
- Responsible for understanding, accessing, resolving and forwarding enquiries to appropriate stakeholders.
- Respond and take appropriate action to clinical and non-clinical emergency calls. E.g Cardiac Arrests, Fire Activations, Major Incidents.
- Operate the trust’s messaging system allowing efficient communication within the clinical services.
- Initiating documented business continuity procedures as a result of loss of services.
- Carry out daily test calls for emergency procedures.
- Daily communications for the trusts fire testing.
- Administration duties including:
- Creation and maintenance of complex 24 hour medical and on call rotas.
- Manage and monitor the use of temporary emergency mobile devices.
- On call accommodation.
- Arrange and book taxis for patients and staff members.
- Report all faults within Switchboard.
- Inputting and modifying data into Trust systems and databases to ensure accurate recording of data to aid reporting.
- The trust’s telephony directory.
- Active Directory
- ITSM Tool
- Emergency communication tool
- Provide out of hours Switchboard services for Fieldhead Hospital and Newton Lodge (South West Yorkshire Partnership NHS Foundation Trust).
- Provide support for the trusts diabetic communications system by collating caller information for use by the Diabetic service.
- Single point of contact for IT out of hours support.
- Carrying out, out of hours password resets.
- Liaison between Clinical Site Manager, end users and IT On Call.
- Adhere to Trust and departmental processes and procedures.
- Assist with the onboarding and training of new staff members.
- Undertake any other reasonable duties as required.
Terms and Conditions of Service
- Switchboard Operators are required to provide 24-hour cover, 365 days a year. Overtime is required at times to cover annual leave and unplanned absence.
- The nature of the post requires that periods of annual leave must be with prior arrangement to ensure that the service is adequately covered.
- The post holder will be required to work at any location where the Trust provides services.
Job description
Job responsibilities
Duties and Responsibilities
- Process internal and external telephone calls to the Trust and other supported sites, dealing with a large range of enquiries in a courteous and professional manner.
- Responsible for understanding, accessing, resolving and forwarding enquiries to appropriate stakeholders.
- Respond and take appropriate action to clinical and non-clinical emergency calls. E.g Cardiac Arrests, Fire Activations, Major Incidents.
- Operate the trust’s messaging system allowing efficient communication within the clinical services.
- Initiating documented business continuity procedures as a result of loss of services.
- Carry out daily test calls for emergency procedures.
- Daily communications for the trusts fire testing.
- Administration duties including:
- Creation and maintenance of complex 24 hour medical and on call rotas.
- Manage and monitor the use of temporary emergency mobile devices.
- On call accommodation.
- Arrange and book taxis for patients and staff members.
- Report all faults within Switchboard.
- Inputting and modifying data into Trust systems and databases to ensure accurate recording of data to aid reporting.
- The trust’s telephony directory.
- Active Directory
- ITSM Tool
- Emergency communication tool
- Provide out of hours Switchboard services for Fieldhead Hospital and Newton Lodge (South West Yorkshire Partnership NHS Foundation Trust).
- Provide support for the trusts diabetic communications system by collating caller information for use by the Diabetic service.
- Single point of contact for IT out of hours support.
- Carrying out, out of hours password resets.
- Liaison between Clinical Site Manager, end users and IT On Call.
- Adhere to Trust and departmental processes and procedures.
- Assist with the onboarding and training of new staff members.
- Undertake any other reasonable duties as required.
Terms and Conditions of Service
- Switchboard Operators are required to provide 24-hour cover, 365 days a year. Overtime is required at times to cover annual leave and unplanned absence.
- The nature of the post requires that periods of annual leave must be with prior arrangement to ensure that the service is adequately covered.
- The post holder will be required to work at any location where the Trust provides services.
Person Specification
Qualifications
Essential
- Please click 'apply now' to view the full person specification (there is no obligation to submit an application)
Person Specification
Qualifications
Essential
- Please click 'apply now' to view the full person specification (there is no obligation to submit an application)
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.
