Switchboard Shift Operator

Job overview

As the first point of contact for the telecommunication service of the Bristol Hospitals of the Trust, operators are responsible for providing an efficient switchboard/information service 24/7 to all staff and customers of the Trust.

Carry out all aspects of the responsibilities of an operator in a pleasant, courteous and professional manner at all times. Operators will be required to use their own initiative when dealing with situations outside the parameters of procedures.

Main duties of the job

• Responsible for being the first point of contact for 9 of the trusts Hospitals, for receiving and distributing calls from the public, GP’s, internal callers, other Hospitals and agencies etc. Calls can be connected to either extension, exchange lines or to mobile staff via bleeps, mobile phones & Radio pagers.
• To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious patients, patients with mental health problems, language and /or disability barriers, the media, complaints etc. Ensuring an appropriate and empathetic response to all.
• To operate the switchboard consoles and Bleep System to provide an efficient telephone service across the Trust.

To respond in accordance with the designated written procedures when dealing with emergency and non- emergency requests

Detailed job description and main responsibilities

You will be responsible for taking calls from patients, relatives, Doctors, other colleagues, Stake Holders, Chief Executives of this and other Trusts, Callers from NHS England and Clinical Commissioning Groups, Contractors and other Emergency and non emergency services.

You will be dealing with medical emergencies, Fire and intruder alarms and will need to co-ordinate these ensuring the right people are informed and directed tot he emergency.

We deal with approx. 400 rotas on a daily basis and co-ordinate these for hospital staff.