Job summary
As the first point of contact for the telecommunications service of the Cardiff and Vale UHB, Switchboard Operators are responsible for providing a responsive and efficient switchboard / information service 24/7 to all service users.
All aspects of your service provision should be undertaken in a pleasant and courteous manner at all times.
Operators are required to use their own initiative when dealing with situations outside the parameters of procedures.
Main duties of the job
Act as the first point of contact for inbound calls to all of the Cardiff and Vale University Health Board hospital sites.
To initiate emergency procedures in accordance with the designated departmental standard operating procedures (SOPs) and procedures, ensure all relevant documentation is accurately completed after each incident and then sent to the appropriate department for audit purposes.
To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious / distressed service users, visitors, mental health patients, users with language / disability barriers, media and complaints, ensuring an appropriate and compassionate response at all times.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
About us
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focused on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.
Our mission is "Living Well, Caring Well, Working Together", and our vision is that every person's chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Person Specification
Qualifications
Essential
- A Level / NVQ Qualifications
- Computer Literate
Desirable
- Previous experience working within a healthcare setting
- Knowledge of hospital emergency procedures / escalation processes
Experience
Essential
- Previous experience working in a Switchboard / call centre setting
Desirable
- Previous experience working in an NHS setting
- Familiar with NHS / medical terminology and acronyms
Demonstrable Skills
Essential
- Kind, courteous and professional demeanour
- Excellent communication skills
Desirable
- Able to use initiative in challenging situations
- Compassionate attitude
- Flexible approach to work
- Fluent Welsh speaker
Person Specification
Qualifications
Essential
- A Level / NVQ Qualifications
- Computer Literate
Desirable
- Previous experience working within a healthcare setting
- Knowledge of hospital emergency procedures / escalation processes
Experience
Essential
- Previous experience working in a Switchboard / call centre setting
Desirable
- Previous experience working in an NHS setting
- Familiar with NHS / medical terminology and acronyms
Demonstrable Skills
Essential
- Kind, courteous and professional demeanour
- Excellent communication skills
Desirable
- Able to use initiative in challenging situations
- Compassionate attitude
- Flexible approach to work
- Fluent Welsh speaker
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).
