Job Summary
To provide an efficient front line telecommunications service for patients, business callers and staff to the Southport and Ormskirk Hospitals.
The communications operator will answer all calls in a polite and efficient manner and respond to all emergency calls in accordance with Trust and departmental procedures.
Main duties of the job
1. Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.
2. Transfer callers quickly and accurately to their required destination.
3. Operate both the internal Ascom/ RF and external paging systems.
4. Operate a two-way radio communication system.
5. Work effectively as part of the Facilities Management team.
6. Ensure effective communications within the team including handover at the beginning and end of shift.
About Us
The Secretary of State has approved the partnership between St Helens & Knowsley Teaching Hospitals and Southport & Ormskirk Hospitals. From 1st July we have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.
The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.
The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.
Our Vision Is To Deliver 5 Star Patient Care:
* CARE that is evidence based, high quality and compassionate
* SAFETY that is of the highest standards
* COMMUNICATION that is open, inclusive and respectful
* SYSTEMS that are efficient, patient centred and reliable
* PATHWAYS that are best practice and embedded, but also respect the individual needs of patients.
Our Achievements Include:
* Trust rated Outstanding by CQC Inspection August 2018
* Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
* Awarded National Preceptorship Accreditation (2023) for our Nursing & AHP Preceptorship Programme.
Please see our Wellbeing & Benefits booklet for more information on our staff benefits.
Date posted: 26 February 2025
Pay scheme: Agenda for change
Band: Band 2
Salary: £23,615 a year per annum, pro rata
Contract: Permanent
Working pattern: Part-time
Reference number: 409-6994108
Job locations: Southport Hospital, Town Lane, Southport, PR8 6PN
Job Description
Job responsibilities
KEY DUTIES
1. Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.
2. Transfer callers quickly and accurately to their required destination.
3. Operate both the internal Ascom/ RF and external paging systems.
4. Operate a two-way radio communication system.
5. Work effectively as part of the Facilities Management team.
6. Ensure effective communications within the team including handover at the beginning and end of shift.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
1. Maintain a high standard of personal hygiene.
2. Maintain and improve all aspects of the service.
3. Participate in staff involvement groups for all aspects of the Trust Quality Strategy 2016/19.
4. Ensure good customer relations with patients, visitors and staff.
ADMINISTRATIVE RESPONSIBILITIES
1. Respond to Major Incidents following Trust Procedures.
2. Respond to any General Alarms activated following Trust and departmental procedures to alert Trust staff.
3. Respond to fire alarm activation following Trust and departmental procedures, liaising with alarm companies and the fire service controller.
4. Respond to requests for Emergency teams using the Ascom system following Trust and departmental procedures.
5. Report equipment faults (consoles, Ascom system, alarms etc) in line with departmental procedures over 24 hours.
6. Respond as a help point for visitors using the Trust Car Parks liaising with the Car Park Attendants/Porters.
7. Check to ensure on-call information is correct at the beginning of the shift and provide wards and departments on request.
8. Ensure switchboard database is updated, and any changes noted.
9. Completion of admin work as seen fit by the Line Manager.
10. Issuing of residential accommodation keys.
TEACHING & TRAINING RESPONSIBILITIES
1. Staff will be trained in all aspects of switchboard duties; Standard Operating Procedures are there to assist.
2. All trained staff are expected to display a flexible and supportive attitude to their work and colleagues, providing guidance and assistance to new or existing members of staff.
3. Participate in the staff appraisal system and attend training in accordance with your personal development plan.
FINANCIAL RESPONSIBILITIES
1. Ensure economic use of all material.
2. Ensure good practice to minimise waste.
3. Ensure payment is received for rents in relation to the residential accommodation, as indicated, and receipts issued.
Person Specification
Knowledge & Experience
Desirable
* Previous switchboard or call centre experience.
* NHS experience.
Qualifications
Essential
* GCSE level C (level 4-9) or equivalent in English and Maths.
* Basic Computer Skills.
Desirable
* ECDL.
Skills
Essential
* Customer Care Skills.
* Good Telephone Skills.
* Ability to organise and prioritise.
* Adaptable/use of initiative.
* Ability to instruct less qualified staff.
Other
Essential
* Varied shifts covering 24-hour period.
* Weekend and Bank Holiday (including Christmas Day) working.
* High level of concentration.
* Varied workload with varying demands.
* Responding to emergency situations calmly and as instructed.
* Office based.
* Lone working.
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 details
Employer name: Mersey and West Lancashire Teaching Hospitals NHS Trust
Address: Southport Hospital, Town Lane, Southport, PR8 6PN
Employer's website: https://www.merseywestlancs.nhs.uk/
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