Switchboard Operator

**Switchboard Operator**

**Location**: Cambridge

**Parking**:No parking provision on site, good bus and Park and Ride provision nearby and on site cycle parking is available.

**Job Type**: Temporary

**Duration of booking**: This is a temporary expected to end of the year

**Proposed start date**: ASAP

**Sector**: Healthcare

**Base**:Office

**Remote working option**:No

**Band**: 2

**Pay Rates**:
£10.69 paye inclusive of holiday or £11.00 umbrella per hour

**Working Days and Hours**:Monday to Friday 8.00am - 4.00pm or 9:00 am - 5:00 pm

**Job Summary**

To contribute to the Outpatients, a professional Call handling service giving administrative and clerical support as appropriate to Trust users including patients, relatives, and colleagues

**Keydutiesandresponsibilities**
- The post-holder will contribute to the work of the Unified Communications Team with the guidance of the Contact Centre Manager and Leadership team, to ensure that the Contact Centre service meets agreed standards and a patient centred approach.
- The Contact Centre Agent is the first point of contact for people telephoning the Trust, offering an operator service and handling all incoming and internal calls on the Contact Centre consoles. The Agent will transfer the callers to the correct departments,put out paging calls, giving out rota information as required. This may necessitate long periods of concentration and focus and the ability to deal consistently with people in a clear and polite manner.
- The Contact Centre is open 24/7; 365 days per year and the Contact Centre Agent will be expected to contribute as necessary.
- The post-holder will use the correct salutation and communication standards with callers when handling telephone calls in line with the Call Quality procedures. The Contact Centre team are required to work accurately and in line with the Trust confidentialityand data protection policies. The post-holder will gather the correct information using appropriate questioning in order to carry out the correct procedure in a calm and efficient manner.
- The Contact Centre Agent will update information held within Unified Communications for use within the Trust in a precise and timely manner, using accurate typing and keyboard skills.
- The post-holder will log detailed Facilities Helpdesk calls regarding maintenance, equipment or portering requests in line with the Call Quality standards, accurately recording details, liaising as necessary with other Estates and Facilities Departmentsand other departments within the Trust.
- The post-holder will have the ability to deal in a calm and efficient manner with emergency calls and fire calls in line with local procedures.
- The Contact Centre team carry out pager transfers, diagnose problems with faulty pagers and recommend a solution in line with the local procedures.
- It is expected that the post-holder reports faults i.e. telecom, paging faults, consoles, EPIC etc. to the Technical Team promptly.
- The post-holder will provide a friendly, welcoming, professional reception service within the Contact Centre, at Main Reception. It is expected that a high standard of customer service be provided to visitors, patients and staff.
- The Contact Centre Agent will support the Contact Centre Manager, Deputy Manager and Shift Leaders in delivering the Trust values of 'safe, kind and excellent’ within the Contact Centre.
- The post-holder must be able demonstrate good communication and customer service skills in all contacts with a range of people including staff, patients and visitors.
- The Contact Centre is a dynamic environment and it is expected that the post-holder will participate in all relevant training for the job role, develop their own skills and knowledge plus support new less experienced team members by demonstrating activitiesand routines to help in their development.