Switchboard Operator (Part-time 20 hours)

Job overview

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

Respond to potentially distressing calls from patients, visitors, staff and other callers in a professional and prompt manner, ensuring that the trust values are maintained. Use of electronic switchboard system and notification software.

Main duties of the job

The Christie is an international leader in cancer research and development and the largest cancer treatment centre of its kind in Europe. The Soft Facilities division has several vacancies for band 2 Switch Board Operator within the Switchboard department. This is a permanent position covering Mon-Fri 16.00 - 20.00 (20 hours) Applicants should be enthusiastic, smart, flexible, reliable, decisive, show initiative in all situations and have excellent customer service skills. A strong ability to interact with callers in a clear, concise, and confident manner is essential. Full (paid) training provided.

Detailed job description and main responsibilities

DUTIES AND RESPONSIBILITIES

• Use of IT equipment and switchboard systems.
• Use of IT systems and intranet to find relevant information relating to patient, staff, and visitor requests.
• Use of IT programmes to enter on-call details and to maintain contact lists up to date.
• 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 non-confrontational manner, prioritising calls as per operating procedure.
• Respond to emergency calls in a calm professional manner, following all procedures and training.
• Carry out daily emergency call test daily and record as procedure and training.
• Generate electronic emergency notifications (often called ‘crash calls’) in a clear and confident manner, ensuring accuracy at all times.
• Operate internal messaging system (currently Allocate Alertive) – In accordance with procedures and training.
• Maintain out of hours on-call lists – liaison with clinical colleagues to ensure details held are correct.
• Prepare night out of hours on-call lists and ensure correct information is handed over to evening staff.

a.    Escalate all switchboard issues immediately to various colleagues, including Digital Services, Duty Manager, Operational Services Manager, Deputy Operational Services Manager.

• Ensure patient confidentiality to be maintained at all times as per Trust policy.
• Take part in trust Performance Development Review process.
• Ensure individual training is kept up to date.
• Demonstrates knowledge and application of the Trust’s value and behaviours.

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.