Walsall Healthcare NHS Trust

Switchboard Operator

Information:

This job is now closed

Job summary

We seek a professional with switchboard experience, proficiency in written English and interpersonal skills. Candidates should be adept at digital switchboard operation and possess strong communication and computer abilities.

What we are currently looking for are 4 part-time positions to be filled :

x2 (22.5 hours),

x2 (15 hours)

Our switchboard operates 24/7, requiring flexibility to cover shifts, including nights and weekends, with a 24-hour notice period. You'll collaborate with a team and occasionally work solo.

Walsall Healthcare NHS Trust, a major local employer with 3,000+ staff, supports Flexible Working Arrangements and Race Equality, prioritising education, training, and development including a multi-professional education centre.

Our work is rewarding, offering competitive salaries and benefits like salary sacrifice and car leasing schemes, NHS pension retention or alternative schemes, and opportunities for professional growth in a supportive yet challenging environment.PLEASE NOTE, WE MAY CLOSE THIS VACANCY EARLY IF WE RECEIVE HIGH NUMBERS OF APPLICATIONS.

Main duties of the job

The Switchboard Operator role will include:

- Operate and provide a complete telecommunications service using the computerised switchboard consoles

- Dealing with clients queries in a polite and professional manner, maintaining exceptional standards for customer service and upholding theTrust's professional image at all times.

- Managing telephone and email enquiries and maintaining accurate client records against the computer database.

- Efficiently manage queries from customers in accordance with processes and guidelines.

- Assist and support other team members.

- Announce callers when transferring.

- Take accurate messages and forward accordingly.

- Dealing with emergency calls and recording the results accurately.

- Monitor all the alarm systems connected to the Switchboard and take appropriate action as determined by the Policies and Procedures

- Carry out activities set out in procedures for emergencies (Cardiac Arrest, Fire, Major Incident, Bomb Threat etc,)

- Update and maintain information.

- Operate a digital paging system.

About us

Walsall Healthcare NHS Trust provides integrated acute and community Healthcare in the West Midlands serving a population of 260,000 residents. Walsall Manor Hospital houses the full range of district general hospital services. The £170 million development was completed in 2010 and we are continually upgrading. Construction of the new integrated critical care unit was completed in2018, extension of a Neonatal Unit and brand new, state of the art Emergency Department is in the process of being completed.We are recommended by colleagues as a place to work which is supported by the trusts values to work as part of a team, being respectful, compassionate and professional. We are committed to investing in our workforce

Care - Colleagues - Collaboration - Communities

Details

Date posted

05 July 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year per annum, pro rata

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

407-CORP-6152801

Job locations

Manor Hospital

Moat Road

Walsall

WS29PS


Job description

Job responsibilities

The post holder acts as the first point of contact and will be responsible for the operation of the Hospital Switchboard, the internal calls systems,the call and fault logging systems and for the keeping of associated clerical records. The post holder will also be required to deal with all calls,including emergency calls, in a polite, sensitive and efficient manner, having regard to the good image of the Trust. The switchboard operates 24hours a day every day of the year.

Job description

Job responsibilities

The post holder acts as the first point of contact and will be responsible for the operation of the Hospital Switchboard, the internal calls systems,the call and fault logging systems and for the keeping of associated clerical records. The post holder will also be required to deal with all calls,including emergency calls, in a polite, sensitive and efficient manner, having regard to the good image of the Trust. The switchboard operates 24hours a day every day of the year.

Person Specification

Qualifications

Essential

  • Good standard of general education e.g. GCSE
  • Continued personal and professional training or new Telecommunications technologies.

Experience

Essential

  • Demonstrate Customer care experience
  • Experience with working with a telephone system
  • Knowledge and understanding of Windows software packages e.g. Microsoft Word, Microsoft Teams etc.

Desirable

  • Familiar with bleep systems
  • Switchboard Experience
  • NHS Experience

Personal Qualities

Essential

  • Communication skills
  • Written skills
  • Team Player
  • Ability to quickly assess and forward enquiries.
  • Flexible to shift work patterns

Knowledge

Essential

  • Knowledge of one or more telephone systems.
  • Ability to work using own initiative without supervision.
  • Ability to work under pressure
  • Ability to co-ordinate and conclude emergency situations.
  • High degree of accuracy and attention to detail when recording information
  • Ability to communicate with staff & members of the public at all levels

Desirable

  • Knowledge of Bleep Systems
  • Knowledge of Switchboard Systems
Person Specification

Qualifications

Essential

  • Good standard of general education e.g. GCSE
  • Continued personal and professional training or new Telecommunications technologies.

Experience

Essential

  • Demonstrate Customer care experience
  • Experience with working with a telephone system
  • Knowledge and understanding of Windows software packages e.g. Microsoft Word, Microsoft Teams etc.

Desirable

  • Familiar with bleep systems
  • Switchboard Experience
  • NHS Experience

Personal Qualities

Essential

  • Communication skills
  • Written skills
  • Team Player
  • Ability to quickly assess and forward enquiries.
  • Flexible to shift work patterns

Knowledge

Essential

  • Knowledge of one or more telephone systems.
  • Ability to work using own initiative without supervision.
  • Ability to work under pressure
  • Ability to co-ordinate and conclude emergency situations.
  • High degree of accuracy and attention to detail when recording information
  • Ability to communicate with staff & members of the public at all levels

Desirable

  • Knowledge of Bleep Systems
  • Knowledge of Switchboard 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.

Employer details

Employer name

Walsall Healthcare NHS Trust

Address

Manor Hospital

Moat Road

Walsall

WS29PS


Employer's website

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

Employer details

Employer name

Walsall Healthcare NHS Trust

Address

Manor Hospital

Moat Road

Walsall

WS29PS


Employer's website

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

Employer contact details

For questions about the job, contact:

Switchboard Supervisor

Donna Day

donna.day10@nhs.net

01922656699

Details

Date posted

05 July 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year per annum, pro rata

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

407-CORP-6152801

Job locations

Manor Hospital

Moat Road

Walsall

WS29PS


Supporting documents

Privacy notice

Walsall Healthcare NHS Trust's privacy notice (opens in a new tab)