Job summary North Bristol NHS Trust is a progressive and ambitious teaching and research organisation, as well as a specialist regional centre for major trauma, neurosciences, plastics and burns, orthopaedics and renal services. With a turnover of £550m and 9,000 staff, our clinical teams have built a strong reputation for exceptional healthcare, personally delivered. You will have a vital part to play in answering calls to the Hospital and operating our emergency paging system. We are looking to recruit a full time Switchboard Agent who will work on a rotary shift basis (8 hours per shift) operating 365247 Main duties of the job Reporting to the Switchboard Supervisor the post holder will ensure the responsive and professional standards of the North Bristol switchboard are maintained.This post will create and maintain strong working relationships with all Switchboard staff and could communicate with Assistant Directors, Executive Directors including Clinical Directors, General Managers, Heads of Nursing and all other staff within the organisation.Candidates interested in applying will ideally have Switchboard experience and familiarity of working with the public. We are looking for unique individuals with extensive knowledge of the challenges presented within the NHS and how this is likely to impact our services and how we deliver them. About us As a member of the Switchboard team, the post holder will have responsibility for answering a wide variety of calls and queries from the general public, in order to work with a high performing expert team capable of supporting all the requirements of the Trust. Date posted 15 January 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum (FTE), pro rata for part time roles Contract Permanent Working pattern Full-time Reference number 339-CCC5329-A Job locations Southmead Hospital Southmead Road Bristol BS10 5NB Job description Job responsibilities As part of a small team working on a shift basis over 247 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. Ensure that Security arrangements within switchboard services are controlled at all times. During shift to be responsible for maintaining the following key information systems: NEWS - To centrally record and then pass on to key medical staff summarised medical information in support of National Early Warning Score (NEWS) initiative. Rotas - Manage and update trust on call emergency rotas for Drs, Executives and senior Managers and then process emergency calls for these rotas. Directory - Carry out daily updates of the live switchboard directory. Workbook - Carry out and log emergency calls and update switchboard workbook as necessary. The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms Carry out all emergency test calls quickly and efficiently, as required. Report any and all defects to computer or telephony systems or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures. Manage and 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. Knowledge and administrative tasks of the multi site service are maintained at all times Report all telephone, bleep, pager and call logging system faults appropriately, testing lines and equipment and notifying the appropriate Team/Provider. 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. Maintain good communication and exceptional working relationships with all Switchboard Services colleagues, line managers and other Trust staff at all times 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. Job description Job responsibilities As part of a small team working on a shift basis over 247 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. Ensure that Security arrangements within switchboard services are controlled at all times. During shift to be responsible for maintaining the following key information systems: NEWS - To centrally record and then pass on to key medical staff summarised medical information in support of National Early Warning Score (NEWS) initiative. Rotas - Manage and update trust on call emergency rotas for Drs, Executives and senior Managers and then process emergency calls for these rotas. Directory - Carry out daily updates of the live switchboard directory. Workbook - Carry out and log emergency calls and update switchboard workbook as necessary. The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms Carry out all emergency test calls quickly and efficiently, as required. Report any and all defects to computer or telephony systems or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures. Manage and 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. Knowledge and administrative tasks of the multi site service are maintained at all times Report all telephone, bleep, pager and call logging system faults appropriately, testing lines and equipment and notifying the appropriate Team/Provider. 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. Maintain good communication and exceptional working relationships with all Switchboard Services colleagues, line managers and other Trust staff at all times 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. Person Specification Qualifications Desirable Educated to NVQ Level 3 in Call Centre Operations (or equivalent) Experience Desirable Knowledge of working within the NHS is an advantage Qualifications Desirable Has obtained a general IT training qualification, such as CLAIT or ECDL (or equivalent). Or is willing to work towards it. Experience Desirable Proven knowledge of major switchboard services, preferably within an acute hospital environment is an advantage. Knowledge Essential Good interpersonal skills, and to be able to handle contacts of all types and at all levels. Knowledge Essential Have exceptional customer service skills. personal Essential Advanced keyboard and telephone skills to accurately process a high volume of calls efficiently and update key trust information systems Person Specification Qualifications Desirable Educated to NVQ Level 3 in Call Centre Operations (or equivalent) Experience Desirable Knowledge of working within the NHS is an advantage Qualifications Desirable Has obtained a general IT training qualification, such as CLAIT or ECDL (or equivalent). Or is willing to work towards it. Experience Desirable Proven knowledge of major switchboard services, preferably within an acute hospital environment is an advantage. Knowledge Essential Good interpersonal skills, and to be able to handle contacts of all types and at all levels. Knowledge Essential Have exceptional customer service skills. personal Essential Advanced keyboard and telephone skills to accurately process a high volume of calls efficiently and update key trust information systems 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name North Bristol NHS Trust Address Southmead Hospital Southmead Road Bristol BS10 5NB Employer's website https://www.nbt.nhs.uk (Opens in a new tab)