Switchboard Operator

2 weeks ago


Manchester, United Kingdom The Christie NHS Foundation Trust Full time

The Switch Board Operator will provide professional service and operate within the values and standards of the trust.

The Christie is an international leader in cancer research and development and the largest cancer treatment centre of its kind in Europe.

The Facilities division has a vacancy for a band 2 Switch Board Operator role within the Switchboard department. All work will be supported by risk assessments.

The Switch Board Operator will provide professional service and operate within the values and standards of the trust.

Applicants should be Enthusiastic, Smart, Flexible, Reliable, decisive, show initiative in all situations and have excellent Customer Service skills and Communication skills

Salary £22,383 Band 2 (pro rata)

Plus Enhancements as appropriate

Hours

Permanent 22hrs

Mon - Sun On a flexible rota including weekends and bank holidays

With 8hr shifts between

0600-2000 Mon - Fri

0800-2000 Sat - Sun

1. Use of IT equipment and switchboard systems.

2. Use of IT programmes to find relevant information relating to patient, staff, and visitor requests.

3. Use of IT programmes to enter on-call details and to maintain contact lists up to date.

4. Answer all calls internal and external in a polite, calm, professional manner being able to deal with emotionally distressed patients and visitors in a sensitive and nonconfrontational manner. Priority to be given to external calls.

a. Internal - Redirect calls to appropriate people

b. External - Take details and put through to required extension number

Prioritising calls and explaining to callers when there is a delay in response or no response using initiative to offer alternatives.

5. Respond to emergency calls in a calm professional manner

6. Record all emergency calls as per proforma

7. Carry out alertive crash call test daily and record as per proforma

a. at 1030 - Switchboard

8. Put out emergency pages (crash calls) in a calm clear manner ensuring accuracy

9. Operate alertive system - In accordance with procedures and policies.

10. Maintain out of hours on-call lists - Liaise with clinical colleagues to ensure details held are correct

11. Prepare night out of hours on call lists for Security use

2000-0600 Mon - Fri
2000-0800 Sat - Sun

and handover any relevant points that may be pertinent

12. Program pagers as required

13. Escalate all switchboard issues immediately as per list below.

a. Digital Services - All hardware problems such as alertive, telephones and computers
i. Extension - 3577
b. Duty manager - Lack of response to calls from staff. Upset patients/GP’s etc.
i. Tel
- ii. Pager
- c. Operational Services Manager - Switchboard staffing issues
i. Tel - Mobile 07920366168
Landline 0161 918 2586
d. Deputy Operational Services Manager - Switchboard staffing issues
i. Tel - Mobile 07977968948
Landline 0161 956 1497

14. Confidentiality to be maintained at all times as per general statement

15. Take part in trust PDR process

16. Ensure individual training is kept up to date

Undertake any other duties or responsibilities as required and deemed reasonable by the Operational Services Manager

This job description is not a complete list of duties but is intended to give a general indication of the range of work undertaken. It will vary over time as demands and priorities within the NHS change. Significant changes in the range of work undertaken will be made only after discussion with the post holder



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