Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
We are looking for a part-time telephonist (25-hour post) in the busy Switchboard Dept, with flexibility to cover shifts over a 24-hour period working rostered shifts. Rotas over a 4-week pattern.
The postholder will be expected to work with a very flexible approach to provide assistance as required in the busy Switchboard Dept to ensure a continuous service for our patients & staff.
There are TWO positions available:
1. 1 x 25 hours permanent post - this position has a Mandatory requirement to take part in the On-Call Rota.
2. 1 x 25 hours fixed term for 6 months - in this post there may be a requirement to take part in the On Call Rota.
This vacancy is open to all internal and external candidates. NHS Employees should ideally secure their manager's agreement for a secondment arrangement prior to applying, as this will be a condition of any offer made. This vacancy is advertised on a fixed-term basis for 6 months to cover for long-term absence. Whilst this post is advertised on a fixed-term / secondment basis, there is the potential that this post may become permanent in the future.
*Applicants who have already received feedback that they are unsuitable for the position need not apply - unless they have taken steps to strengthen their application to demonstrate and evidence how you meet the essential criteria since that decision.*
Main duties of the job
To provide a comprehensive & confidential telephone service to support the daily activity of the Hospital Trust. Experience of handling telephone queries & ensuring a high-quality response to incoming calls from external & internal sources is essential. Experience of monitoring & addressing alarm signals, using bleep systems & liaising with various departments is also valuable but not essential.
Ensuring provision of an efficient & responsive communications service to staff, patients & customers.
Expected to have a flexible attitude towards working hours & covering other members of the Switchboard team at short notice. Previous switchboard experience desirable, preferably in an acute hospital, & an excellent telephone manner is required.
Knowledge of IT and Windows desirable. Monitoring of alarms & dealing with emergencies.
We operate 24 hours over 7 days a week. Flexibility is essential ensuring the provision of service in emergency situations.
If you would like to arrange a visit to see what is involved in the wonderful Switchboard Team, please contact the recruiting manager who will arrange a mutually convenient time for your visit.
About us
Choose Well - Choose WWL
Wrightington, Wigan and Leigh NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff makes for happy patients'. We have a recognised track record in staff engagement and living our values.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.
May be Required to Partake in the On Call Rota.
Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota if the role is predominantly operational.
Job responsibilities
Key results from the job holder
* Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff, and visitors.
* Receive and direct as appropriate all incoming and outgoing calls.
* Receive and accurately pass on messages between callers, other Operators, and the Switchboard Supervisors.
* Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
* Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood, and Major Incident as instructed.
* Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
* Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
* Operation, including test protocols, of internal and external Paging Systems.
* Maintain records of On Call provision by Departments.
Person Specification
Additional
* A flexible approach to working pattern.
* Adapt well under pressure.
* Speak English to an appropriate standard relevant to their role, i.e., with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
* Pleasant Telephone Manner.
* Able to work as a lone worker.
Knowledge
* Understand how to access information.
* Knowledge of Trust and its departments and functions.
Skills
* Good interpersonal skills.
* Ability to work alone on their own initiative.
* Keyboard Skills.
Experience
* Experience of Handling telephone queries in an office environment.
* Able to work within a team.
* Customer care awareness.
* Dealing with people/enquiries by telephone.
* Previous hospital experience would be useful.
Qualifications
* Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
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