Switchboard Operator

Job summary

*FIXED TERM 6 MONTHS*

To provide an efficient and responsive service to public and staff at Gateshead Health NHS Foundation Trust and QE Facilities Ltd, dealing with internal and external calls to site in a prompt and courteous manner, monitoring and responding to alarms based within the switchboard area, dealing with emergency calls and contacting hospital staff on and off site as and when required.

Undertaking reception and/or estates and facilities helpdesk duties as and when required, including system administration and administrative tasks commensurate with the role.

Main duties of the job

Dealing with internal and external calls to site in a prompt and courteous manner. Use Careflow and other systems to direct callers to the correct location. Monitor and respond to alarms based within the switchboard area. Deal with emergency calls and contact hospital staff on and off site as and when required. Operate the hospital iMessage bleep system, divert and exchange bleeps when required. Ensure on-call information is kept up-to date. Ensure emergency procedures are accurate, participate in regular reviews. Ensure untoward incidents are recorded and handed over. Ensure faults are reported to the appropriate team. Receptionist duties as and when required, including but not limited to the issue of keys. General administrative duties, including but not limited to maintenance and upkeep of telephone directory.

About us

QE Facilities (QEF) is a wholly owned subsidiary company of Gateshead Health NHS Foundation Trust (GHNT), based in the North East of England.

We provide a range of non- clinical services to GHNT and other NHS organisations. Our services include: estates, facilities services, procurement, medical engineering and devices, endoscopy decontamination and sterile services, transport, out-patient pharmacy, and prevention & management of violence & aggression training (PMVA).

In addition we provide consultancy services, advising clients on all aspects of establishing a subsidiary company within an NHS body to the provision of VAT compliance advice.

QE Facilities work to their own Terms and Conditions and these are not the same as Gateshead Health NHS Foundation Trust Terms and Conditions. This is not an Agenda for Change Pay Rate.

We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.

Job description

Job responsibilities

Dealing with internal and external calls to site in a prompt and courteous manner. Use Careflow and other systems to direct callers to the correct location. Monitor and respond to alarms based within the switchboard area. Deal with emergency calls and contact hospital staff on and off site as and when required. Operate the hospital iMessage bleep system, divert and exchange bleeps when required. Ensure on-call information is kept up-to date. Ensure emergency procedures are accurate, participate in regular reviews. Ensure untoward incidents are recorded and handed over. Ensure faults are reported to the appropriate team. Receptionist duties as and when required, including but not limited to the issue of keys. General administrative duties, including but not limited to maintenance and upkeep of telephone directory. Person Specification

Knowledge

Essential

Excellent customer service skills Excellent telephone manner Ability to work independently and use initiative, while being part of a team.

Desirable

Knowledge of hospital switchboards Knowledge of paging systems Use of databases

Experience

Essential

Experience working in a fast paced, customer orientated, reception environment

Desirable

Experience within an NHS switchboard environment Experience of CCTV environments

Qualifications

Essential

English GCSE pass Maths GCSE pass

Desirable

Customer Service qualifications

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