Switchboard Operator

5 months ago

Northampton, United Kingdom Northampton General Hospital Full time

Main Duties To operate the Groups switchboard consoles in an efficient, courteous and friendly manner, answering calls within agreed timescales To answer incoming telephone calls and enquiries. To connect outgoing telephone calls made by users. To monitor and log, if necessary, information concerning all personal calls made by staff for re-charge purposes. Ability to adapt communication style to understand the needs of others and ensure effective and compassionate communication.

Ability to communicate in instances where communication is difficult due to language barriers, distress, emotion, hearing difficulties etc. The efficient operation of the Groups paging systems for both emergency and non-emergency calls. To be fully aware of the Groups Emergency process and the Switchboards responsibilities upon activation. Responsible for ensuring that all alarm and notification panels / screens are monitored, alerting the appropriate teams as quickly as possible.

Responsible for prioritising emergency calls and take the appropriate actions as quickly as possible. To provide Out Of Hours reception cover as required dealing with general enquiries. Receive and document key transactions including accommodation for new and on-call staff. To monitor CCTV cameras within the switchboard areas when requested.

To receive deposits for accommodation using debit/credit card transactions ensuring relevant paperwork (receipts) are completed in line with the departmental procedures. Booking taxis for staff, patients and equipment. Responsible for ensuring that all staffing and on-call rota changes reported to Switchboard are made available to all staff. Contribute to the training of new team members.

Flexibility in the hours worked will include cover at weekends and nights to ensure 24-hour cover is maintained within Switchboard Management and Leadership Contribute under direction to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives. Technical Service Delivery Under direction ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems. Performance Contribute, under direction to the delivery of performance standards for the Switchboard team, including KPIs, having high level awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered. Contribute to ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Switchboard team to provide efficient and optimised digital services.

Frequent, occasionally prolonged concentration will be required on a wide variety of complex issues throughout the day. The post holder will regularly have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action. The post holder will participate in meetings, which require a good level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees. Exposure to unpleasant working conditions or hazards is rare for this role.

Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)

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