Telecommunications Operator

Mersey and West Lancashire Teaching Hospitals NHS Trust

This job is now closed

Job summary

To provide an efficient front line telecommunications service for patients, business callers and staff to the Southport and Ormskirk Hospitals.

The communications operator will answer all calls in a polite and efficient manner and respond to all emergency calls in accordance with Trust and departmental procedures

Main duties of the job

Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.

Transfer callers quickly and accurately to their required destination

Operate both the internal Ascom/ RF and external paging systems

Operate a two-way radio communication system

Work effectively as part of the Facilities Management team.

Ensure effective communications within the team including handover at the beginning and end of shift.

About us

The Secretary of State has approved the partnership between St Helens & Knowsley Teaching Hospitals and Southport & Ormskirk Hospitals.

From 1st July we have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.

The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.

The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.

Our Vision is to deliver 5 Star Patient Care:

CAREthat is evidence based, high quality and compassionate
SAFETY that is of the highest standards
COMMUNICATION that is open, inclusive and respectful
SYSTEMS that are efficient, patient centred and reliable
PATHWAYS that are best practice and embedded, but also respect the individual needs of patients

Our achievements include:

Trust rated Outstanding by CQC Inspection August 2018
Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
Awarded National Preceptorship Accreditation (2023) for our Nursing & AHP Preceptorship Programme

Please see our Wellbeing & Benefits booklet for more information on our staff benefits.

Date posted

26 February 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum, pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

409-6994108

Job locations

Southport Hospital

Town Lane

Southport

PR8 6PN

Job description

Job responsibilities

KEY DUTIES

Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.

Transfer callers quickly and accurately to their required destination

Operate both the internal Ascom/ RF and external paging systems

Operate a two-way radio communication system

Work effectively as part of the Facilities Management team.

Ensure effective communications within the team including handover at the beginning and end of shift

CLINICAL & PROFESSIONAL RESPONSIBILITIES

Maintain a high standard of personal hygiene.

Maintain and improve all aspects of the service.

Participate in staff involvement groups for all aspects of the Trust Quality Strategy 2016/19

Ensure good customer relations with patients, visitors and staff

ADMINISTRATIVE RESPONSIBILITIES

Respond to Major Incidents following Trust Procedures

Respond to any General Alarms activated following Trust and departmental procedures to alert Trust staff

Respond to fire alarm activation following Trust and departmental procedures, liaising with alarm companies and the fire service controller.

Respond to requests for Emergency teams using the Ascom system following Trust and departmental procedures.

Report equipment faults (consoles, Ascom system, alarms etc) in line with departmental procedures over 24 hours.

Respond as a help point for visitors using the Trust Car Parks liaising with the Car Park Attendants/Porters

Check to ensure on-call information is correct at the beginning of the shift and provide wards and departments on request.

Ensure switchboard database is updated, and any changes noted

Completion of admin work as seen fit by the Line Manager

Issuing of residential accommodation keys

TEACHING & TRAINING RESPONSIBILITIES

Staff will be trained in all aspects of switchboard duties; Standard Operating Procedures are there to assist.

All trained staff are expected to display a flexible and supportive attitude to their work and colleagues, providing guidance and assistance to new or existing members of staff.

Participate in the staff appraisal system and attend training in accordance with your personal development plan

FINANCIAL RESPONSIBILITIES

Ensure economic use of all material

Ensure good practice to minimise waste

Ensure payment is received for rents in relation to the residential accommodation, as indicated, and receipts issued

Job description

Job responsibilities

KEY DUTIES

Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.

Transfer callers quickly and accurately to their required destination

Operate both the internal Ascom/ RF and external paging systems

Operate a two-way radio communication system

Work effectively as part of the Facilities Management team.

Ensure effective communications within the team including handover at the beginning and end of shift

CLINICAL & PROFESSIONAL RESPONSIBILITIES

Maintain a high standard of personal hygiene.

Maintain and improve all aspects of the service.

Participate in staff involvement groups for all aspects of the Trust Quality Strategy 2016/19

Ensure good customer relations with patients, visitors and staff

ADMINISTRATIVE RESPONSIBILITIES

Respond to Major Incidents following Trust Procedures

Respond to any General Alarms activated following Trust and departmental procedures to alert Trust staff

Respond to fire alarm activation following Trust and departmental procedures, liaising with alarm companies and the fire service controller.

Respond to requests for Emergency teams using the Ascom system following Trust and departmental procedures.

Report equipment faults (consoles, Ascom system, alarms etc) in line with departmental procedures over 24 hours.

Respond as a help point for visitors using the Trust Car Parks liaising with the Car Park Attendants/Porters

Check to ensure on-call information is correct at the beginning of the shift and provide wards and departments on request.

Ensure switchboard database is updated, and any changes noted

Completion of admin work as seen fit by the Line Manager

Issuing of residential accommodation keys

TEACHING & TRAINING RESPONSIBILITIES

Staff will be trained in all aspects of switchboard duties; Standard Operating Procedures are there to assist.

All trained staff are expected to display a flexible and supportive attitude to their work and colleagues, providing guidance and assistance to new or existing members of staff.

Participate in the staff appraisal system and attend training in accordance with your personal development plan

FINANCIAL RESPONSIBILITIES

Ensure economic use of all material

Ensure good practice to minimise waste

Ensure payment is received for rents in relation to the residential accommodation, as indicated, and receipts issued

Person Specification

Knowledge & Experience

Desirable

Previous switchboard or call centre
NHS experience

Qualifications

Essential

GCSE level C (level 4-9) or equivalent in English and Maths
Basic Computer Skills

Desirable

ECDL

Skills

Essential

Customer Care Skills
Good Telephone Skills
Ability to organise and prioritise
Adaptable/ use of initiative
Ability to instruct less qualified staff

Other

Essential

Varied shifts covering 24-hour period
Weekend and Bank Holiday (including Christmas Day) working
High level of concentration
Varied workload with varying demands
Responding to emergency situations calmly and as instructed
Office based
Lone working

Person Specification

Knowledge & Experience

Desirable

Previous switchboard or call centre
NHS experience

Qualifications

Essential

GCSE level C (level 4-9) or equivalent in English and Maths
Basic Computer Skills

Desirable

ECDL

Skills

Essential

Customer Care Skills
Good Telephone Skills
Ability to organise and prioritise
Adaptable/ use of initiative
Ability to instruct less qualified staff

Other

Essential

Varied shifts covering 24-hour period
Weekend and Bank Holiday (including Christmas Day) working
High level of concentration
Varied workload with varying demands
Responding to emergency situations calmly and as instructed
Office based
Lone working

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.