Switchboard Operator

Job summary

**Previous applicants need not reapply**

Are you looking for a change of role or department?

We are looking for individuals whohave fantastic communication skills to work in this busy, challenging and rewarding must have a clear telephone voice, be computer literate, used to working under pressure and able to switch between tasks quickly and efficiently.

This role will commence at Band 2 whilst undergoing a supervised training period of up to 12 weeks within Switchboard to gain the administrative and technical experience required for the role. It may be possible for candidates to complete the training sooner dependent upon previous relevant successful completion of the In-house Training Programme, performance measures and they have demonstrated appropriate working practices based on Trust Values and behaviours, the post holder will then move to a permanent Band 3 post.

Please note, the department is unable to support a fixed shift pattern therefore candidates must be able to work a variable 24/7 rota pattern consisting of Earlies 06:30 - 14:30, Lates 14:30 - 22:30 and Nights 22:30 - 06:30.

Main duties of the job

This is a challenging, dynamic role for someone who enjoys using their own initiative to provide excellent customer service through a wide variety of tasks. The post holder will provide an efficient and reliable service operating the computerised telecommunications suite in support of our state-of-the art speech recognition software. Comprehensive and well-structured training will be provided. They will be expected to take every opportunity to work from established guidelines enabling them to give a professional and courteous service to all.

It's a busy varied role, in addition to answering calls you will be dealing with, but are not limited to, the administration and delivery of:

The Trust's Interpreter & Translation Service, which is a key aspect in ensuring equal access to care for our diverse population.

Create and issue temporary accounts for Locum Doctors and Agency nurses when required.

Receive calls for emergency resuscitation teams and relay, via our bleep system, where assistance is required.

First point of contact for Major Incident episodes.

First point of contact for Fire Alarms with the responsibility of contacting the Fire Brigade to ensure fire engines are deployed and directed to the site of the fire.

Real Time Admissions Clerk, this involves admitting patients, via PCS, to the various wards at the hospital.

The Community Nurse Out of Hours Referral Service. On call rota management.

About us

At Harrogate and District NHS Foundation Trust we provide outstanding care to both our patients and our staff. We support staff through benefits, health and wellbeing initiatives and opportunities for personal and professional development.

An inclusive and supportive culture our Trust encourages staff to bring their whole selves to work and active Staff Networks identify areas for improvement. Staff Recognition - as well as regular appraisals, we recognise staff with our Making a Difference, Team of the Month Awards & Colleague Recognition Awards Employee Support and wellbeing - we have a comprehensive Employee Assistance Programme, counselling service and fast track physiotherapy service for employees. Staff Benefits - We have a range of staff benefits and schemes to support staff health, engagement, wellbeing and inclusion. Job description

Job responsibilities

Candidates will commence on a Band 2, upon successful completion of Switchboards in house training programme your salary will increase to a Band 3.

During the training period the post holder will be supervised at all times, they will be signed off tasks as and when they reach the required level of skill / knowledge. Once fully trained the post holder will be competent to carry out all tasks without supervision.

As a member of the Switchboard team the post holder will acts as a first point of contact to the Trust for the general public and staff. Ensures that Bank Staff/Trainees maintain excellent standards of customer care. Assists in receiving all enquiries, learning to action emergency calls cardiac arrest, major incident, fire and intruder alarms as appropriate. Calling for more senior managerial support as outlined in procedures. Test crash team bleeps daily ensuring all members of the team respond and implement follow up procedures. Is capable of all day-to-day tasks involving the i-Message communications system.

For more information please see the job description attached.

This job description gives only the principal duties and responsibilities of the post and the post holder may be required to perform other ad hoc duties. This job description is subject to review in accordance with any change in Trust policy or future development.

Person Specification

Experience

Essential

Competent in the use of MS Office. Word, Excel, Outlook. Recent, relevant activity working as a team member to deliver customer service. Evidence of extensive use of IT to support daily working activity over a minimum of 2 years Proven Communication skills, good telephone manner, eye for detail. Punctual and reliable. Willing and able to enthusiastically engage with a mentally and physically stimulating role at all times. Able to cover shifts at short notice including working unsociable hours.

Desirable

NHS experience Knowledge of / trained in PCS NHS Switchboard/Call Centre experience Experience of variable shift working an advantage. Experience of NHS computerised records and filing systems

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