University Hospitals Dorset NHS Foundation Trust
We are looking to welcome a new Telecommunication Officer to our friendly team at UHD!
Your duties will include operation of a computer-based switchboard console, monitoring and responding to a variety of alarms and emergency conditions.
Candidates for the post should have previous experience of working in a fast-paced customer-focused environment. Ideally, candidates will have experience operating a telephone switchboard; however, full training will be provided.
Good communication skills, attention to detail, and the ability to work as part of a team are essential. Experience of working in a similar, fast-paced environment would be an advantage.
Successful candidates will be required to work days, evenings, and bank holidays, and must be flexible to the needs of the service and be prepared to attend at short notice.
We are currently looking for applicants to cover a number of positions full time or part time on a rotational basis. Typical shifts include: 07:30 -15:30; 08:00-14:00; 08:30-16:30; 09:30-17:30; 10:30-18:30; 14:00-22:00. Regular weekend and bank holiday work is required.
Base Location: Poole Hospital
Interview Date: TBC
Main duties of the job
* To provide a central communication service to approximately 12,500 users within the Trust.
* To manage and operate the "2222" service, ensuring an immediate response to all clinical and non-clinical incidents.
* Provide and receive routine or sensitive information both internally and externally requiring tact or persuasive skills where there may be barriers to understanding.
* Providing and receiving complex or sensitive information orally, in writing, or electronically to inform work colleagues, patients, clients, carers, the public, or other external contacts including Police and Coroners.
* To create effective working relationships with the users of the service, respecting equality and diversity in line with Trust's Approach.
* To advise both external and internal customers on communication problems, ensuring the Switchboard Manager and/or Assistant Director of IT Security, Capacity, Service Improvement is informed as appropriate.
* Ensure that the Switchboard service is operated in a courteous, friendly, and efficient manner.
* Guide, help and advise staff to enable them to deal with any communication problems.
About us
Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued teammates and colleagues.
UHD is investing in services across the Trust, with many being transformed and developed following merger and the New Hospital Programme.
This means that some services may move site this year or next, either temporarily or long term. Recruiting Managers interviewing for this role will be happy to answer any specific questions that you have at interview.
Job responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
Person Specification
Qualifications
* Educated to NVQ Level 3, or equivalent experience.
* Advanced BT Training / NVQ 3 / Switchboard/Call Centre Experience.
Experience
* Experience of all aspects of procedures and practices in a busy Hospital environment.
* Experience of Windows-based Console switchboards.
* Experience of Multitone and Swissphone paging systems.
* Ability to deal with customers in a courteous manner.
* Must be able to work within a team.
* Ability to impart knowledge to others.
* Ability to deal with emotionally stressful situations.
* Must be totally discreet.
* Capacity to work under pressure.
* Ability to develop effective working relationships.
* Computer literate with advanced keyboard/mouse skills - essential for speed and accuracy.
* Ability to provide & receive complex or sensitive information where there are barriers to communication.
Knowledge
* Previously NHS experience, familiar with implementing emergency procedures.
* Comprehensive understanding of Switchboard procedures.
* Knowledge of Medical terminology.
* Good understanding of the workings of NHS Hospital.
Interpersonal skills
* Ability to deal calmly with difficult callers and associated problems.
* Awareness of managing workplace stress and pressures.
Other requirements specific to the role
* Ability to travel to work to undertake unsocial hours.
* Flexible approach to shift working.
Personal Attributes
* Friendly and patient personality.
* Ability to adapt to shift work.
* Ability to work under pressure.
Language Requirement
* Be able to speak English as necessary to undertake the role.
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 name
University Hospitals Dorset NHS Foundation Trust
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