Switchboard Operator

The post holder is the first point of contact to London North West University Healthcare NHS Trust for the public through operation of the Trust’s switchboard. As such this is an important role involving being an ambassador for the Trust.

The post holder will work as part of a small team providing switchboard services to the public and to Trust staff. They will work on their own initiative and make immediate decisions; answering calls and dealing with each query in a professional manner.

KEY RESPONSIBILITIES
- To deal and log report faults and maintaining on call roster information and changes
- To answer and transfer all incoming calls in a timely and professional manner and assist callers with their enquiries using the computerised switchboard.
- To provide empathy, support, and also be sympathetic and helpful to callers, where English is not their first language or where they are distressed or bereaved callers.
- To be proficient in database directories using BT software and keyboard skills.
- To operate paging systems being concise with appropriate messages often having to use medical terminology when communicating with clinical staff.
- To attend training to improve standards, this may include customer services skills and computer skills at higher NVQ levels and attend mandatory courses.
- To assist with any general enquires i.e. opening closing times, directions to clinics, visiting times, chaplain details and information on accommodation etc.
- To connect, log and monitor international calls for Trust staff.
- To log Estate out of hour’s calls and escalate to the Estates on call Manager.
- To deal with GP enquiries and forward call to relevant Consultant teams
- To contact and log the District Nursing team out of hours and pass on patient’s information.

To view the main responsibility, please see the attached the Job Description and Person Specification

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

**We run major acute services at**:

- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.

KEY RESPONSIBILITIES
- To deal and log report faults and maintaining on call roster information and changes
- To answer and transfer all incoming calls in a timely and professional manner and assist

callers with their enquiries using the computerised switchboard.
- To provide empathy, support, and also be sympathetic and helpful to callers, where English

is not their first language or where they are distressed or bereaved callers.
Switchboard
Manager
Switchboard
Supervisor
Switchboard
Operator

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- To be proficient in database directories using BT software and keyboard skills.
- To operate paging systems being concise with appropriate messages often having to use

medical terminology when communicating with clinical staff.
- To attend training to improve standards, this may include customer services skills and

computer skills at higher NVQ levels and attend mandatory courses.
- To assist with any general enquires i.e. opening closing times, directions to clinics, visiting

times, chaplain details and information on accommodation etc.
- To connect, log and monitor international calls for Trust staff.
- To log Estate out of hour’s calls and escalate to the Estates on call Manager.
- To deal with GP enquiries and forward call to relevant Consultant teams
- To contact and log the District Nursing team out of hours and pass on patient’s information.
- To activate emergency calls via the bleeping system, and programme bleeps as trained.
- To execute Emergency calls calmly and efficiently (Cardiac Arrest, Trauma, Fire, Bomb

Threats, Baby Tag, Massive Obstetric (MOH) and Obstetrics Emergency and Major
Incidents) following correct procedures and following up any problems that may arise in
these events
- To respond to all Fire panel and Gas alarms following strict departmental procedures.
- To report and log Medical gas alarms to the appropriate department
- To Initiate 999 calls for the Trust as and when requ