Telephonist/Receptionist

Job overview

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn

We are seeking a Telephony/Receptionist to undertake a wide range of duties including call handling and reception duties for a Secure Forensic Unit and corporate Trust HQ, along with administrative support.

As the first point of contact for the Trust, you will be responsible for providing a positive customer service experience; directing callers, visitors, colleagues to the most appropriate service for ongoing care, support and advice, of which some calls can be highly distressing.

You will be part of the Out of Hours District Nurses call handling service, acting as the first point of contact for all messages; this will include urgent calls, queries and referrals for the community District Nursing service in North and South Staffordshire. The post holder will be required to identify and forward urgent calls and enquiries, some of which may be complex and sensitive, direct to the triage nursing team in line with established processes - this includes RAG rating the calls as they come through and assigning to the wait lists.

This is role is working routine shifts, however you must be prepared to cover other receptionists when they are on annual leave/ sick leave, by taking on their complete duty at short notice including night duty.

Main duties of the job

All Telephonists/Receptionists will be required to have a general understanding and ability to carry out all tasks below however, some tasks may not be required at all locations:

• Receive and deal with general reception enquiries; this may include listening and responding to information requests or queries and enquiries and directing staff, service users, visitors, contractors, self-presenters etc as appropriate.
• First point of contact in the event of a medical emergency, psychiatric emergency and Fire; responsible for sending out bleeps via the Multitone system, monitoring and co-ordinating timely responses and follow on actions (i.e. Fire).
• Responsible for initiated set processes in relation to staff safety and lone working i.e. District Nursing personal alarms and OOH Doctors On Call.
• Responsible for the centralised taxi booking service, working collaboratively with taxi and courier companies.
• Process returned mail; this may be of a sensitive and confidential nature.
• Responsible for managing the Contact Portal mailbox and action as required, which will include updating and cleansing the contact directory on the Corporate Information Manager system.

Detailed job description and main responsibilities

For more details on this varied and unique post please see the attached job description and person specification.