Switchboard Operator

Job summary

A new and exciting opportunity has arisen to join our Switchboard team as a Switchboard Operator at The Mid Yorkshire Teaching NHS Trust.

We are looking for a friendly, motivated and enthusiastic individual who is passionate to deliver high-quality, customer-focused support to staff and the general public.

You will work as part of an experienced team, acting as the first line of contact for staff, external organisations and the general public. You will be required to take calls in a professional and efficient manner whilst providing a high level of customer service.

As part of the role you will also deal with emergency situations that are called through and ensure that messages are sent out to all relevant teams in a timely but accurate manner.

The Switchboard team cover a 24/7 service, in which you will form part of a rota ensuring that the service needs are covered.

Main duties of the job

The post holder will provide the 1st point of contact for the Mid Yorkshire Teaching NHS Trust, using an efficient and reliable service to communicate with the public, staff, health professionals and emergency services in a courteous and friendly manner and is responsive to the needs of the trust and its users.

The post holder will work as part of a team handling more than 60,000 calls per month and initiating emergency responses such as the Cardiac Arrest Calls, Fire, Major Incidents and Major Haemorrhage. The team are responsible for effectively understanding and working to a wide range of highly complex work procedures and processes.

Duties and Responsibilities

• Process internal and external telephone calls to the Trust and other supported sites, dealing with a large range of enquiries in a courteous and professional manner.
• Responsible for understanding, accessing, resolving and forwarding enquiries to appropriate stakeholders.
• Respond and take appropriate action to clinical and non-clinical emergency calls. E.g Cardiac Arrests, Fire Activations, Major Incidents.
• Operate the trusts messaging system allowing efficient communication within the clinical services.
• Initiating documented business continuity procedures as a result of loss of services.
• Carry out daily test calls for emergency procedures. Daily communications for the trusts fire testing.
• Creation and maintenance of complex 24 hour medical and on call rotas.

Job responsibilities

We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation. We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers,home electronics schemes, working carers support, carer-friendly policies, and more. If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.