We want talented and enthusiastic people from all backgrounds to join #TeamMWL. With us, you can learn, grow, and develop yourself and your career, realizing your true ambitions and aspirations.
Whatever you’re looking for in your career, you’ll find it here at MWL.
After applying via NHS Jobs, your submitted application will be imported into our preferred Third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website. By applying for this post, you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post, information will also be transferred into the national NHS Electronic Staff Records system.
Job overview
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 efficiently.
2. Transfer callers quickly and accurately to their required destination.
3. Operate both the internal Ascom/RF and external paging systems.
4. Work effectively as part of the Facilities Management team.
5. Ensure effective communications within the team, including handover at the beginning and end of shift.
Working for our organisation
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
Detailed job description and main responsibilities
KEY DUTIES
1. Answer all external and internal calls to the switchboard speedily, courteously, and efficiently.
2. Transfer callers quickly and accurately to their required destination.
3. Operate both the internal Ascom/RF and external paging systems.
4. Work effectively as part of the Facilities Management team.
5. 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
* Previous switchboard or call centre experience.
* NHS experience.
Qualifications
* GCSE level C (level 4-9) or equivalent in English and Maths.
* Basic Computer Skills.
* ECDL.
Skills
* Customer Care Skills.
* Good Telephone Skills.
* Ability to organise and prioritise.
* Adaptable/use of initiative.
* Ability to instruct less qualified staff.
Other
* 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.
Thank you for considering an application to work for Mersey West Lancashire NHS Trust. MWL is an exciting and forward-thinking NHS Trust who are one of the best places to work for in England.
Given sometimes we receive a high volume of applications to work for us, please be aware that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.
The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.
Equality, Diversity, and Inclusion
We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspectives, and experiences you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity, and in particular those from under-represented groups.
As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
If you are having difficulty completing an online application, or require any disability reasonable adjustments to the application process, please contact Recruitment@merseywestlancs.nhs.uk.
We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details, is shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision-making process.
The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.
Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click here to check your eligibility before applying for this post as we may be unable to provide sponsorship.
Disclosure and Barring Service Check
If this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, 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.
Please note if applicable, applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment.
If you have not already done so, you are therefore encouraged to enrol for the DBS Update Service to which a small annual fee of £13 per year applies.
Flexible Working
We actively support flexible working patterns throughout MWL. Changes made to the NHS Terms and Conditions of Service Handbook mean that:
· All employees have the right to request flexible working from day one of employment.
· There is no limit on the number of requests they can make.
· Employees have the right to make requests, have them considered, regardless of the reason.
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working. We would also encourage you to discuss flexible working options at the interview stage.
Working for Team MWL
Staff recognition is especially important to us; as well as performance reviews and appraisals, we recognise staff through Employee of the month. Along with supporting you to achieve your career goals, we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata), and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offers a variety of services.
The Trust is a non-smoking environment across all our sites. Failure to follow this rule could lead to disciplinary action.
You must ensure that your application, including personal statements and behaviour examples, are truthful and factually accurate. Please note plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
The Trust will not accept applications which are found to be AI generated.
Additional Information
Before applying, we encourage you to review the Trust's Values and Behaviours which are We are KIND, We are OPEN, We are INCLUSIVE, which can be found here.
An applicant guide to help and support you with your application and what to expect during your recruitment journey can be accessed in the supporting documents.
Good luck with your application. We hope to welcome you to Team MWL very soon.
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