Switchboard Coordinator

About the Role

The Switchboard Operator will be the first point of contact for the public and Trust staff, providing a professional and empathetic service. This role requires excellent communication skills, the ability to work under pressure, and a customer-focused approach.

Main Responsibilities

• Answer and transfer incoming calls in a timely and professional manner, using the computerized switchboard to assist callers with their enquiries.
• Provide empathy and support to callers, including those with English as a second language or who are distressed or bereaved.
• Be proficient in database directories using BT software and keyboard skills, and operate paging systems with concise messages.
• Attend training to improve standards, including customer service skills and computer skills at higher NVQ levels, and attend mandatory courses.
• Assist with general enquiries, including opening and closing times, directions to clinics, visiting times, chaplain details, and information on accommodation.
• Connect, log, and monitor international calls for Trust staff, and log Estate out-of-hours calls and escalate to the Estates on-call Manager.
• Deal with GP enquiries and forward calls to relevant Consultant teams, and contact and log the District Nursing team out of hours and pass on patient information.

About Us

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow, and beyond. Our team of over 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at Northwick Park Hospital, St Mark's Hospital, Ealing Hospital, and Central Middlesex Hospital. We are a university teaching NHS trust, recognizing the important role we play in training clinicians of the future and bringing the benefits of research to the public.