Job summary
Join Our Switchboard Team at the RUH
Are you calm under pressure, a great communicator, and passionate about helping people? Our Switchboard Team plays a vital role in keeping the Royal United Hospitals Bath connected 24/7 -- and we're looking for someone who can be the friendly, professional voice of the Trust.
About the RoleAs a Switchboard Operator, you'll be part of a close-knit team providing an essential communication service for patients, staff, external partners and the public. Every day is different, and you'll handle a wide range of calls -- from routine queries to highly sensitive or urgent situations.
You will:
- Provide a responsive, accurate and efficient switchboard service to internal and external callers.
- Offer clear information and advice in line with Trust procedures and policies.
- Use empathy, discretion and initiative when dealing with anxious callers, individuals with communication barriers, mental health concerns, media enquiries and complaints.
- Ensure every caller receives a professional, compassionate and supportive response.
This is a fantastic opportunity for someone who enjoys helping others, thrives in a busy environment and wants to play an important role in supporting high-quality patient care.
Main duties of the job
- Provide a courteous, respectful and professional service to all callers contacting the Trust via the Switchboard.
- Accurately route all incoming and outgoing calls to ensure an efficient and responsive communication service.
- Give timely, clear and accurate information to callers making general enquiries, following Trust procedures at all times.
- Transfer messages using the site bleep/paging system and other communication tools accurately and without delay.
- Follow all emergency procedures precisely, ensuring the correct actions are taken in urgent or critical situations.
About us
At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone's contribution in supporting the exceptional, person-centred care we pride ourselves on.
We are proud to be in thetop 20 best hospitals to work for in the country.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks - celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.
A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.
We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We've even got a pool!
We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we're providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.
Job description
Job responsibilities
MAIN DUTIES & RESPONSIBILITIES:1. To ensure that members of the public and other persons contacting the Trust via theSwitchboard are treated with courtesy, dignity and respect.2. To ensure accurate routing of incoming and outgoing telephone traffic.3. To ensure those clients making general enquiries regarding services provided on the Trust'ssite are given appropriate, timely and accurate information in accordance with operatingprocedures.4. To ensure the accurate transfer of messages over the site Bleep/paging system or othercommunication systems as required. 5. To ensure prescribed emergency procedures are followed in the event of:-a) fire,b) cardiac arrestc) Paed Arrestd) Neonatal Emergencye) Major incidentf) Traumag) Helicopterh) Paed Traumai)Bomb Threatj)Cat 1 C-sectionk) Securityl)Chemical incidentm) Lift rescuen) Pharmacyo) Obstetricp) Anaestheticq) Major Haemorrhager)Fast positive stroke alert6. To ensure prescribed procedures and contingencies are followed in response to theactivation of alarms or other events reported via telephone or in person. a) Boiler Alarmsb) Medical Gas Alarmsc) Fired) Panic Alarmse) Pharmacy Fridge Alarmsf) Intruder Alarms7. To ensure that events logs are maintained in accordance with operating procedures.8. To ensure daily testing and recording of team-call procedures and alarms to confirmoperational viability.9. To ensure that on-call and contact details are maintained accurately using the informationsupplied.10. To ensure that the operator directory is up-dated as new information is provided.11. To ensure that on-call contact details and up-dated operator directory information isdisseminated for the use of other Switchboard Operators.12. To ensure that only bona fide persons are admitted to the Trust's buildings through themonitoring and remote operation of entrance doors (access control) out of hours.13. To ensure that only bona fide persons are issued with keys or other items deposited with theSwitchboard for collection.14. To ensure that only bona fide persons are permitted access to international telephoneconnections and other controlled services
15. To ensure the controlled issue and exchange of site pagers and other communicationequipment.16. To ensure that malfunctioning site Bleeps are documented and dispatched for repair and anyother equipment is escalated in accordance with operational procedures. To replaceBleep/pagers, batteries, re-programme any faulty Bleep ensuring grouping details such ascrash details are still suitable for response to emergency situations. Provide appropriateinstruction and demonstration to users. 17. Documentation of events and incidents as needed.18. Completion of communication and control/allocation based tasks as required. 19. Operation of emergency communications centre during Critical or Emergency Incidentsituations 20. Any other reasonable requests made by line management in accordance with needs of theorganisation.21. To participate in the Doctors changeover on a continuous basis involving issuing of bleeps,ensuring adequate bleeps available, collecting telephone numbers etc. for on call doctorsand recording all data on switchboard databases and the Multitone Computer. 22. To monitor and give out emergency swipe access following security protocol out of hours.23. Operate 2-way radio communication systems in use within the Trust for Security.24. To assume the appropriate level of responsibility in the absence of a manager or supervisor,to deal professionally with consultants, Managers and trust colleagues who visit theswitchboard for a variety of reasons. physically25. Provide an out of hours, weekend and bank holiday response service as required by usersincluding Estates, Patient Locate, and Pharmacy etc.26. Be responsible for implementation of switchboard/telecommunication agreed operationalprocedure for continuity of service when a telecommunication line/network failure has beenidentified using initiative for various faults and organising contingency plans. 27. To undertake training/coaching of new staff providing appropriate guidance, support andmentoring to colleagues until signed off as competent.
Job description
Job responsibilities
MAIN DUTIES & RESPONSIBILITIES:1. To ensure that members of the public and other persons contacting the Trust via theSwitchboard are treated with courtesy, dignity and respect.2. To ensure accurate routing of incoming and outgoing telephone traffic.3. To ensure those clients making general enquiries regarding services provided on the Trust'ssite are given appropriate, timely and accurate information in accordance with operatingprocedures.4. To ensure the accurate transfer of messages over the site Bleep/paging system or othercommunication systems as required. 5. To ensure prescribed emergency procedures are followed in the event of:-a) fire,b) cardiac arrestc) Paed Arrestd) Neonatal Emergencye) Major incidentf) Traumag) Helicopterh) Paed Traumai)Bomb Threatj)Cat 1 C-sectionk) Securityl)Chemical incidentm) Lift rescuen) Pharmacyo) Obstetricp) Anaestheticq) Major Haemorrhager)Fast positive stroke alert6. To ensure prescribed procedures and contingencies are followed in response to theactivation of alarms or other events reported via telephone or in person. a) Boiler Alarmsb) Medical Gas Alarmsc) Fired) Panic Alarmse) Pharmacy Fridge Alarmsf) Intruder Alarms7. To ensure that events logs are maintained in accordance with operating procedures.8. To ensure daily testing and recording of team-call procedures and alarms to confirmoperational viability.9. To ensure that on-call and contact details are maintained accurately using the informationsupplied.10. To ensure that the operator directory is up-dated as new information is provided.11. To ensure that on-call contact details and up-dated operator directory information isdisseminated for the use of other Switchboard Operators.12. To ensure that only bona fide persons are admitted to the Trust's buildings through themonitoring and remote operation of entrance doors (access control) out of hours.13. To ensure that only bona fide persons are issued with keys or other items deposited with theSwitchboard for collection.14. To ensure that only bona fide persons are permitted access to international telephoneconnections and other controlled services
15. To ensure the controlled issue and exchange of site pagers and other communicationequipment.16. To ensure that malfunctioning site Bleeps are documented and dispatched for repair and anyother equipment is escalated in accordance with operational procedures. To replaceBleep/pagers, batteries, re-programme any faulty Bleep ensuring grouping details such ascrash details are still suitable for response to emergency situations. Provide appropriateinstruction and demonstration to users. 17. Documentation of events and incidents as needed.18. Completion of communication and control/allocation based tasks as required. 19. Operation of emergency communications centre during Critical or Emergency Incidentsituations 20. Any other reasonable requests made by line management in accordance with needs of theorganisation.21. To participate in the Doctors changeover on a continuous basis involving issuing of bleeps,ensuring adequate bleeps available, collecting telephone numbers etc. for on call doctorsand recording all data on switchboard databases and the Multitone Computer. 22. To monitor and give out emergency swipe access following security protocol out of hours.23. Operate 2-way radio communication systems in use within the Trust for Security.24. To assume the appropriate level of responsibility in the absence of a manager or supervisor,to deal professionally with consultants, Managers and trust colleagues who visit theswitchboard for a variety of reasons. physically25. Provide an out of hours, weekend and bank holiday response service as required by usersincluding Estates, Patient Locate, and Pharmacy etc.26. Be responsible for implementation of switchboard/telecommunication agreed operationalprocedure for continuity of service when a telecommunication line/network failure has beenidentified using initiative for various faults and organising contingency plans. 27. To undertake training/coaching of new staff providing appropriate guidance, support andmentoring to colleagues until signed off as competent.
Person Specification
Interpersonal Skills
Essential
- Good Interpersonal Skills
Desirable
Communication
Essential
- Communication - written and verbal
- Motivated to be kind and caring
Person Specification
Interpersonal Skills
Essential
- Good Interpersonal Skills
Desirable
Communication
Essential
- Communication - written and verbal
- Motivated to be kind and caring
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
