Job summary
To act in a supervisory role overseeing the day-to-day running of the Facilities Admin and Switchboard Team, consisting of Facilities Helpdesks and Switchboard functions.
Undertake Facilities Helpdesk/Reception duties, including but not limited to arranging ID badges and access control for staff and external contractors, assisting with travel requests, maintain parking permit database and deal with staff and patient/visitor car parking queries. Ensure provision of an efficient and responsive switchboard operator service, dealing with internal/external routine and emergency calls in a prompt and courteous manner, operate the hospital paging system, monitoring and responding to alarms within the switchboard area.
To assist in the development of effective systems, the delivery of exceptional customer service, operational improvements and to ensure the achievement of Key Performance Indicators.
Main duties of the job
o Day to day supervision and development of Facilities admin and Switchboard staff to ensure the provision of services to the ECC Reception Desks and Switchboard.
o Maintain access control register, issue ID badges and ensure provision of access in line with approvals provided.
o Process staff bus pass applications and renewals, liaise with provider and Trust Finance to ensure invoices and credits are correct and payments are made in a timely manner.
o Raise stock and non-stock requisitions via relevant system to order office equipment and materials
o Maintain BT portal and extract information for recharging.
o Maintain parking permit database and ensure the correct issue of permits. Respond to staff/non-staff queries and help rectify issues relating to car parking.
o Maintain register of permit appeals, administrate monthly Parking Panel
o Assist patients and visitors with directions and help resolve any issues raised.
o Deal with internal and external phone calls in a prompt and courteous manner, use Careflow and other systems to direct callers to correct location.
o Deal with emergency calls, contacting hospital staff on and off site as and when required.
o Operate the hospital paging system (cardiac arrests, major incidents, trauma, fire calls, etc).
Maintaining departmental training records and supporting the completion of core skills
About us
is a wholly owned subsidiary of Gateshead Health NHS Foundation Trust, based at the Queen Elizabeth Hospital in Gateshead. QEF provides a wide range of non-clinical services including estates, facilities management, procurement, medical engineering, pharmacy, transport, and decontamination services. The organisation offers diverse career opportunities, strong training and development support, and prides itself on being a Disability Confident employer committed to inclusivity and staff progression.
Job description
Job responsibilities
- Team Supervision & Development: Oversee and support Facilities Admin and Switchboard staff, ensuring efficient service delivery at ECC Reception and Switchboard.
- Access & Transport Management: Maintain access control registers, issue ID badges, process staff bus passes, and liaise with providers and finance for accurate invoicing.
- Resource & Data Administration: Raise requisitions for office supplies, manage BT portal data for recharging, and maintain parking permit and appeal databases.
- Customer & Communication Support: Assist patients and visitors, handle internal/external calls promptly, operate hospital paging systems for emergencies, and ensure accurate call routing.
- Compliance & Safety: Uphold QEF and Trust policies, monitor training records, promote health and safety standards, and mentor staff to maintain a professional service.
Job description
Job responsibilities
- Team Supervision & Development: Oversee and support Facilities Admin and Switchboard staff, ensuring efficient service delivery at ECC Reception and Switchboard.
- Access & Transport Management: Maintain access control registers, issue ID badges, process staff bus passes, and liaise with providers and finance for accurate invoicing.
- Resource & Data Administration: Raise requisitions for office supplies, manage BT portal data for recharging, and maintain parking permit and appeal databases.
- Customer & Communication Support: Assist patients and visitors, handle internal/external calls promptly, operate hospital paging systems for emergencies, and ensure accurate call routing.
- Compliance & Safety: Uphold QEF and Trust policies, monitor training records, promote health and safety standards, and mentor staff to maintain a professional service.
Person Specification
Qualifications
Essential
- English GCSE pass
- Maths GCSE pass
Desirable
- Customer Service qualifications
- European Computer Driving Licence (ECDL) or equivalent advanced skills and knowledge
- NVQ Level 3 qualification or equivalent level of knowledge
- NVQ Keyboard Skills or equivalent experience
Experience
Essential
- Experience working in a fast paced, customer orientated, reception environment
Desirable
- Previous experience within the NHS
- Experience within an NHS switchboard environment
- Previous experience in a supervisory / mentor role
- Experience of handling confidential and sensitive information and documentation
Knowledge
Essential
- Use of databases
- Excellent customer service skills (including face to face, telephone manner, interpersonal, motivational and judgement skills
- Ability to work independently and use initiative, while being part of a team
- The ability to suggest changes to own practice
- To provide a logical and systematic approach to departmental and own work requirements to ensure own workload is managed effectively and tasks are carried out to the highest quality within given timescales
- Ability to mentor staff
- Ability to treat all employee and other hospital information confidentially
- Recognition of factors in maintaining own and others health, safety and security including safe use of equipment
Desirable
- Knowledge of hospital switchboards
Person Specification
Qualifications
Essential
- English GCSE pass
- Maths GCSE pass
Desirable
- Customer Service qualifications
- European Computer Driving Licence (ECDL) or equivalent advanced skills and knowledge
- NVQ Level 3 qualification or equivalent level of knowledge
- NVQ Keyboard Skills or equivalent experience
Experience
Essential
- Experience working in a fast paced, customer orientated, reception environment
Desirable
- Previous experience within the NHS
- Experience within an NHS switchboard environment
- Previous experience in a supervisory / mentor role
- Experience of handling confidential and sensitive information and documentation
Knowledge
Essential
- Use of databases
- Excellent customer service skills (including face to face, telephone manner, interpersonal, motivational and judgement skills
- Ability to work independently and use initiative, while being part of a team
- The ability to suggest changes to own practice
- To provide a logical and systematic approach to departmental and own work requirements to ensure own workload is managed effectively and tasks are carried out to the highest quality within given timescales
- Ability to mentor staff
- Ability to treat all employee and other hospital information confidentially
- Recognition of factors in maintaining own and others health, safety and security including safe use of equipment
Desirable
- Knowledge of hospital switchboards
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.
