Job summary
SCL/CDD Services are looking to recruit a hardworking,
flexible, enthusiastic and customer focussed individual to join our Switchboard
Team at University HospitalNorth Durham.
Switchboard Operators work as part of a small team providing
telephony services to the public and to Trust staff. The post holder will work
on their own initiative and make immediate decisions; answering calls and
dealing with each query in a professional manner within a busy hospital
setting.
Successful post holders are the first point of contact to
County Durham and Darlington NHS Foundation Trust for the public through
operation of the Trusts switchboard. As such this is an important role
involving being an ambassador for the Trust.
The post holder will also answer emergency calls in a timely
manner e.g. medical crash teams, on-call staff, fire services, alarms, etc.
The switchboard runs on the Liberty Converse
console system and good keyboard skills are essential.
Main duties of the job
Responsible for answering incoming and outgoing calls at the
main hospital switchboard in a polite and efficient manner. Co-ordinate
communications on a day to day basis and in emergency situations.
Provide a courteous efficient telephony service within the
trust.
To project a friendly and professional attitude to all
patients, staff and visitors and to demonstrate product knowledge when enquires
are made.
Ensure that communication channels are maintained between
appropriate staff / visitor / patient groups with regard to cleaning hygiene.
Work in a safe manner so that no other persons are put at
risk whilst cleaning duties are being performed.
Initially deal with any complaints / comments regarding the
service in a courteous manner from Trust staff or patients.
The post holder is expected to liaise with other
members of CDD Services staff to enable the fulfilment of their duties. Where
their duties bring them into contact with other groups e.g. other Trust staff,
patients and their visitors / carers, a professional working manner should be
adopted. When this contact includes members of the general public, common
courtesy should be shown.
About us
SCL is a wholly owned subsidiary of County Durham and Darlington NHS Foundation Trust (CDDFT) set up to deliver a range of non-clinical services The company is a separate legal body to CDDFT.
SCL offers its own Terms and Conditions of employment which differ to the national NHS Terms and Conditions. As an employee in the company you will benefit from:
- A Competitive salary
- Access to a pension scheme - National Employment Savings Trust (NEST) CDD Services will pay a 3% contribution (this is over and above the minimum contribution rate at the present time)
- Night Shift Working Allowances (where appropriate)
- Bank Holiday Working Allowances (where appropriate)
Bank work is offered on an 'as and when' basis with no guaranteed hours and will be paid on a pro-rata hourly rate for hours worked only
Job description
Job responsibilities
Process incoming and outgoing calls for UHND in an
appropriate manner
Have a sound understanding of and participate in emergency
procedures for a Major Incident.
Carry out procedures for responding to various Estates
related alarms including Building Management System and boiler alarms and calls
out staff as appropriate.
Process any private calls and maintain appropriate records
Issue keys in accordance with the agreed procedure
Ensure continuous supply of bleep batteries and dispatch
faulty bleeps for repair
Give appropriate advice and instruction to staff and
public in respect of the effective operation of the Trust communications
equipment
Give appropriate instruction to any new members of the
switchboard
Work agreed rotas and co-operate to maintain a 24 hour
cover
Keep and update appropriate records of on call staff and
residence occupants. Call out staff to attend in an emergency for PCTs,
Priority Services, District Nurses and any other Trust on-call systems
Operate the Hotels Helpdesk
Attend training courses as required
Carry out appropriate procedures for identifying and
reporting faults.
Follow security procedures
Job description
Job responsibilities
Process incoming and outgoing calls for UHND in an
appropriate manner
Have a sound understanding of and participate in emergency
procedures for a Major Incident.
Carry out procedures for responding to various Estates
related alarms including Building Management System and boiler alarms and calls
out staff as appropriate.
Process any private calls and maintain appropriate records
Issue keys in accordance with the agreed procedure
Ensure continuous supply of bleep batteries and dispatch
faulty bleeps for repair
Give appropriate advice and instruction to staff and
public in respect of the effective operation of the Trust communications
equipment
Give appropriate instruction to any new members of the
switchboard
Work agreed rotas and co-operate to maintain a 24 hour
cover
Keep and update appropriate records of on call staff and
residence occupants. Call out staff to attend in an emergency for PCTs,
Priority Services, District Nurses and any other Trust on-call systems
Operate the Hotels Helpdesk
Attend training courses as required
Carry out appropriate procedures for identifying and
reporting faults.
Follow security procedures
Person Specification
Experience
Desirable
- Experience of working in a switchboard environment. (D)
- Significant experience in NHS telecoms systems (D)
Qualifications
Essential
- Educated to GCSE standard or equivalent(E)
Special Skills & Knowledge
Essential
- Excellent communication and interpersonal skills and the ability to explain detailed information to others (E)
- Ability to prioritise and organise work load (E)
- Work as part of a team (E)
- Ability to problem solve and work on own initiative. (E)
- Able to work shifts and have flexibility to needs of the service (E)
Person Specification
Experience
Desirable
- Experience of working in a switchboard environment. (D)
- Significant experience in NHS telecoms systems (D)
Qualifications
Essential
- Educated to GCSE standard or equivalent(E)
Special Skills & Knowledge
Essential
- Excellent communication and interpersonal skills and the ability to explain detailed information to others (E)
- Ability to prioritise and organise work load (E)
- Work as part of a team (E)
- Ability to problem solve and work on own initiative. (E)
- Able to work shifts and have flexibility to needs of the service (E)
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
