Switchboard Operator

Job overview

Worthing Hospital, with the possibility of one role being based at St Richard’s Hospital

Switchboard operates a 24 hour a day service across 365 days of the year.

Answering all incoming and internal calls to the Trust in a responsive and  professional manner, ensuring requests are dealt with quickly and  efficiently. The weekly call volumes are anywhere between 10,000 – 13,000 calls as well as connecting internal teams together.

We are the first point of contact for worried patients, concerned family > members, the public and professional services and partnership organisations  who contact the Trust as well as all internal users.

At times busy and pressured, we put out all Emergency team alerts across  the hospitals ensuring the correct staff are contacted as a priority. We  also prepare the on-call rota for the Trust to use.  We monitor and report all hospital alarms from Fire alarms to people stuck in lifts, to gas cylinders that need changing.  The operators have to be very resilient and patient, dealing with very emotional, frustrated and angry callers at times.

Before applying for the position, please review the job description and person specifications to ensure your qualifications and experience meet the required criteria.

Main duties of the job

You will be responsible for handling calls in a professional manner, responding effectively to emergency calls, alarms and incident procedures. Effectively making decisions in a calm and efficient manner.

You will require an excellent telephone manner and proven customer service  skills as well as a GCSE grade C or above in English.  A good level of keyboard skills is required and previous switchboard/ IT  knowledge is preferred as the switchboard is pc based although specific  training will be provided.

You must be available to work a set rota pattern, which will be a combination of all shift timings stated below - days, lates , nights, weekends and bank holidays.

• Day shifts are usually between 08:00 - 16:00 or 09:00 - 14:00 ( 8:00 to 15:00 on weekends )
• Late shifts are mainly in the afternoon and evening, such as 14:0 - 22:00 or 16:00–22:00 (15:00 - 22:00 at weekends )
• Night shifts run from 22:00–08:00 to provide overnight cover

Shifts vary in length from 5 to 10 hours, depending on the needs of the service.

N.B Training can take a few months working day shifts only

Detailed job description and main responsibilities

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

To answer all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently

To carry out all processes and procedures which involve the Switchboard Services, including (where applicable), but not limited to operating Emergency Procedures, including Cardiac Arrest, Fire and Major Incident Plan.

The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms

Manage, where applicable the maintenance and or replacement of all equipment and keys quickly and effectively, according to the procedure

Report all telephone, bleep, pager and call logging system faults appropriately, testing lines and equipment and notifying the appropriate Team/Provider

Report any and all defects to any system or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures

The completion of all log books and other formal recording documentation held within Switchboard Services is maintained accurately and effectively at all times.

Issue bleeps and pagers according to the current procedure and update the directory of holders. Testing and identifying maintenance requirements of equipment and issuing replacement batteries, as required.

Carry out implementation of any change in administrative requirements to improve the operational efficiency of the Switchboard Services professionally, without impacting the service, the staff or the general public.

To carry out any other duties that may be required of the post in order for the Switchboard Services to be carried out properly and effectively

Should you require Additional Support with completing your Application, please contact the Facilities and Estates Recruitment Team via email below:

[email protected]