We have an opportunity arisen to appoint a Switchboard Operator on a one year fixed term contract with responsibility for providing a professional, courteous service for all enquiries.
Applications are welcomed from enthusiastic people with a flexible approach as this position will involve covering various shifts for A/L and sickness at short notice.
You will be the first point of contact for service users, consultants and professionals therefore an exemplary telephone manner is essential.
Working hours will be Monday Sunday between 0800 and 2200 hours on various shifts.
Qualifications and experience required
A good level of general education and excellent communication skills is essential. Good people skills and the ability to work as a member of a team or on your own.
Main duties of the job
The Postholder will be based at the Mount Gould Local Care Centre providing professional switchboard cover. Although working to a monthly rolling rota all switchboard staff are responsible for covering switchboard colleagues A/L and sickness as well as their own contracted hours.
Key Working Relationships
Estates and Facilities Management
Job responsibilities
Communication:
- 1. Operate the switchboard console maintaining high standards of customer care at all times ensuring that appropriate action is taken in accordance with the messages received.
- 2. Communicate with all personnel in a calm, tactful and sympathetic manner at all times.
- 3. Act as the contact point for the out of hours medical, psychiatric, social workers, directors, estate engineers, contractors and porters.
- 4. Any information received will be treated with the utmost confidence in line with Livewell Southwest policies.
- 5. Maintain and record a daily log of events when on duty.
Service Delivery:
- 6. Handle and process communications for emergencies ensuring that the procedures laid down are correctly carried out in the event of any emergency or alarm call being made i.e. cardiac arrest, urgent medical or security assistance.
- 7. Maintain the Livewell Southwest duty Rota ensuring all contact details are updated and accurate for on call senior management, consultants etc.
- 8. Email on call details to UHP switchboard daily.
- 9. Update UHP switchboard weekly with any telephone numbers which have changed or are not on the database.
- 10. Responsible for the security of all keys, including maintenance of the issue/receipt log.
- 11. Report any faults in the switchboard extensions and alarm systems and keep the fault record book updated.
- 12. Responsible for recording and maintaining accurate clerical records of hospital admissions/discharges in accordance with the DPA.
- 13. Responsible for maintaining other such clerical records as may be required to facilitate an adequate level of service delivery (location of on-call staff etc…).
- 14. Responsible for ensuring the correct procedures are carried out in the event of a major incident and communicate with all relevant personnel.
- 15. Be responsible for the booking of pool cars and issuing keys.
- 16. Be responsible for arranging short notice cover for sickness or other unplanned absences of telephony staff.
- 17. Delegated responsibility for conducting the induction training, mentoring and performance coaching of new telephonists.
- 18. Maintain a high standard of professional behaviour and continually work towards the improved and effective operation of the telephone service.
Person Specification
Qualifications
- NVQ II, or equivalent, or able to demonstrate the skills, knowledge & ability to work to this level
- Maths & English GCSE Grades 4 and above or equivalent
- Ability to use a computer and standard computer skills
- Good communication skills with ability to demonstrate fluency, clarity and effectiveness at all levels
- Able to interpret verbal and written instructions
- Evidence of recent work related training
Knowledge
- Up-to-date knowledge of Health & Safety regulations
- Knowledge of telephone procedures and telephone equipment
- Knowledge of NHS medical terms and abbreviations
Personal skills, abilities & attributes
- Able to help and effectively deal with people, even under stress, in a calm, tactful, diplomatic manner
- Able to accept responsibility especially out of hours and be capable of acting on own initiative
- Willingness to learn and develop new skills
- Willing to cover shifts at short notice
Experience
- Ability to adapt to service needs and assist to initiate change
- Ability to communicate with different disciplines at all levels within the organisation
- Experience of working within a hospital environment
- Relevant switchboard experience
- Knowledge of emergency plans and the role of telephonist.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
EEO Statement
Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro‑diverse conditions and learning disabilities.
Job Title
Facilities Manager / Deputy Facilities Manager
#J-18808-Ljbffr…