James Paget University Hospitals NHS Foundation Trust
We are seeking reliable switchboard operators to join our team on an As & When basis.
You will contribute by ensuring the provision of a high quality and responsive service to our staff, patients, and customers. The post involves answering external and internal calls and redirecting to the relevant staff/department, using the paging system to contact staff, responding to alarms, and dealing with emergency calls.
The candidate must have an appropriate telephone manner, be able to deliver excellent customer service, be very reliable, and able to work under pressure. Flexibility in respect of working different shift patterns is essential, sometimes at short notice, as we operate a year-round 24/7 service.
We operate an IT-based system, and full training is provided. The role involves covering for staff who are absent from duties.
If you enjoy working in a busy environment and want to contribute to supporting our patients and colleagues, then we look forward to receiving your application.
Trust mandatory training and switchboard training will be provided for you to be a success in this role.
Main duties of the job
* Provide telephone operator service for external and internal incoming calls via an IT-based system whilst providing excellent customer service.
* First response to various departmental alarms, including fire, intruder, fridge failure (bloods), oxygen, etc.
* Good interpersonal skills with the ability to adjust communication styles and overcome barriers to understanding, acting professionally, compassionately, and with tact.
* Operators may have callers who are highly distressed and must be able to manage these calls, handing over to the appropriate professional.
* To be flexible in working hours to meet the service, covering sickness and holidays, for shifts through a 24-hour cover period - this may be at short notice.
Person Specification
Skills
Education and Qualifications
* Educated to GCSE standard
* Customer Service Qualification
Experience and Knowledge
* Previous switchboard or clerical experience
* Previous experience in a similar capacity
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.
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