Switchboard Operative

Job overview

To support the delivery of a professional, responsive and customer focussed call centre and reception function including all aspects of general administration, specialist system operation, and customer service across the wider Site Services department. The post holder will be required to receive, direct, and inform callers projecting a professional, polite image at all times allocating tasks to the portering team using a Task Management system to record, update, track and close-down requests.

The post holder will deliver excellent customer care and undertake the role in line with the vision and values of the organisation to maintain a safe and helpful hospital environment, and display integrity, fairness exemplary personal behaviour and be a role model for other staff members.

• This role operates 24 hours / 7 days per week and is worked on a shift basis.
• The post holder will work and communicate with all internal and external stakeholders including patients, clinical and non-clinical hospital staff.
• This role has no budgetary control

***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

Main duties of the job

• A switchboard/helpdesk operator will be required to respond to an influx of telephone calls both internal and external. The operator assists callers by answering the line and connecting the caller to the correct person or department
• Assist porters in ensuring their tasks are carried out
• Be an active member of the switchboard/helpdesk/reception team and support the delivery of a highly effective, quality, and responsive service
• Be a positive role model and actively promote the Trust’s values
• Support the Customer Support Manager to ensure that all services are available 24/7, patient focussed, and effective
• Provide cover as appropriate during periods of absence of any member of the customer services team
• Work accurately and methodically
• Work in a team but use own initiative
• Use IT/communications equipment
• Be confident using the phone
• Take day to day responsibility for the switchboard alarm systems
• Follow agreed policies with regards to major incidents, fire alarms and others
• Use a Task Management System for recording, initiating action and responding to the customer
• Undertake ad-hoc duties as requested by the Manager within scope of skills and capacity

Detailed job description and main responsibilities

• To be part of a 24/7 rota covering switchboard/Hotel Services Helpdesk/Site Services Helpdesk, and main reception duties on a rotational basis
• Ensure incoming calls are answered and processed in a polite & timely manner be friendly and welcoming
• Be patient and understanding, deal with people who may be angry or upset
• Work with all types of people
• Ensure emergency response calls to switchboard are processed and managed correctly in line with emergency procedures
• Be aware of the Major incident plan ensure that correct procedures are carried out in the event of a Major Incident and communicate with designated/relevant personnel.
• Ensure alarms connected with or communicated to Switchboard are processed to relevant on-call personnel and relevant 999 emergency services in the event of an alarm sounding.
• To assist in general switchboard duties including programming the bleep console, issuing batteries for bleeps/radiopagers, organising repairs for faulty bleeps, utilising the switchboard inbox to ensure on call rotas are received and communicated, informing Team Leader of any changes required to Trust directories.
• Ensure Planet Enterprise is kept up to date and calls are raised, prioritised, and processed in accordance with guidelines.
• Welcome visitors in a professional and courteous manner at main reception, ensuring queries are dealt with efficiently, including using PIMS to locate patient whereabouts as required
• Access PIMS to locate patient whereabouts as required.

For further information please see attached job description