Switchboard Co-Ordinator/Deputy Supervisor
Kettering General Hospital NHS Foundation Trust
The post holder will work as part of a team on the switchboard performing the operations in an efficient and courteous manner with particular emphasis on customer care.
Act as a first point of contact to Kettering General Hospital, providing general non-clinical advice, information guidance, or ancillary services directly to patients, clients, relatives, or carers.
To meet the needs of a 24/7 public-facing service, the post holder will be required to work shifts, including a combination of daytime, evening, and night-time hours on both weekdays and weekends.
Main Duties of the Job
Kettering General Hospital NHS Foundation Trust is seeking to recruit an experienced Switchboard Co-Ordinator to join our existing team and work very closely with the Switchboard Supervisor. You will need to be able to work Mon to Fri days as specified below and be flexible to cover urgent shifts if required, be it evening, night, or weekend, as this is a 24/7 365 service that requires flexibility in your working week.
09.00 - 17.00 Monday to Friday.
Experience in working in a busy environment with supervisor/team leader skills would be preferred.
Job Responsibilities
* To operate the Group's switchboard consoles in an efficient, courteous, and friendly manner, answering calls within agreed timescales.
* To answer incoming telephone calls and enquiries.
* To connect outgoing telephone calls made by users and monitor/log information concerning all personal calls made by staff for re-charge purposes.
* Adapt communication style to the needs of others and ensure effective and compassionate communication.
* The efficient operation of the Group's paging systems for both emergency and non-emergency calls.
* Responsible for ensuring that all alarm and notification panels/screens are monitored, alerting the appropriate teams as quickly as possible.
* Responsible for ensuring that the Switchboard team prioritises emergency calls and takes appropriate actions as quickly as possible.
* To provide Out Of Hours reception cover as required, dealing with general enquiries.
* Responsible for contributing to regular reviews of the Switchboard directory for mobile phones, extensions, and pagers.
* Responsible for ensuring that all staffing and on-call rota changes reported to Switchboard are made available to all staff.
* Responsible for assisting in the training of new team members.
* Flexibility in the hours worked will include cover at weekends and nights to ensure 24-hour cover is maintained within Switchboard.
Management and Leadership
* Contribute to the implementation of the Group Digital Strategy, in line with Group and National priorities and initiatives.
* Deputise for the Switchboard Supervisor as necessary and where appropriate.
Technical Service Delivery
* Will have an awareness of the Group's two-way bleep system.
* Contribute to the management of the Switchboard team budgets ensuring excellent financial control and forward planning.
* Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken.
Performance
* Contribute to the delivery of performance standards for the Switchboard team, including KPIs.
* Ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Switchboard team.
Advice, Guidance, and Partnerships
* Provide technical and professional assistance regarding the Group's Switchboard function.
Policies and Procedures
* Contribute to the Switchboard team's appropriate and up-to-date policies, guidelines, and standard operating procedures.
Professional and Personal Development
* With support, the post holder will need to develop and maintain an awareness of developments and legislation relevant to the service area.
* The post holder will take responsibility for their own professional development, identifying training needs and agreeing ways of addressing these with the Switchboard Supervisor.
Role Requirements
* We support distributed and flexible working arrangements; however, there may be a requirement to travel between the Kettering and Northampton Hospital sites.
* Frequent VDU use is required for this post.
* Frequent, occasionally prolonged concentration will be required on a wide variety of complex issues throughout the day.
* The post holder will participate in meetings, which require a good level of concentration on a wide range of topics.
* Exposure to unpleasant working conditions or hazards is rare for this role.
Office conditions, with an occasional requirement to travel between sites in this role.
Person Specification
Education, Training & Qualifications
* Educated to diploma/vocational Level 3 education or equivalent experience.
Skills
* Good verbal and written communication and presentation skills suitable for a range of audiences.
* Customer Care Skills.
* Ability to deal with occasional complaints.
* Able to remain calm in pressured situations.
* Deputising in the absence of the Switchboard Supervisor.
* Good people skills for managing staffing and priorities.
* Knowledge of Hospital processes and procedures.
* Previous experience in a team leader role within a switchboard/receptionist environment.
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.
Kettering General Hospital NHS Foundation Trust
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