We are looking for additional switchboard staff to join our team in Swansea.
At the moment, we have an opening for a 22.5-hour per week role, along with two 7.5-hour per week positions.
Your duties will include operation of a computer-based switchboard console, monitoring and responding to a variety of alarms and emergency conditions. There will also be some administration duties involved with the day-to-day running of a busy switchboard. 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, nights, and bank holidays, and must be flexible to the needs of the service and be prepared to attend at short notice. We welcome informal enquiries regarding this role. Candidates are encouraged to visit the department prior to submitting their application.
Ability to speak Welsh is essential for this post.
Main duties of the job
As the first point of contact for the telecommunication service of the Swansea Bay UHB, operators are responsible for providing a responsive and efficient switchboard/information service 24/7 to all service users.
To develop and maintain an understanding of the organisation's functions including departments' working practices and medical terminology to ensure accurate connection and assistance to callers.
Respond to all Medical Emergency calls, activating Emergency procedures in accordance with Health Board Policies & Procedures and following the departmental recording and reporting process.
Respond to Alarms, initiating Emergency procedures in accordance with Health Board Policies & Procedures, applying departmental recording and reporting process.
Respond to Major Incident alerts, activating Major Incident Procedures in accordance with the HB and Hospital Major Incident Plans.
About us
The Swansea Bay Switchboard team operates on Singleton and Morriston sites, providing switchboard and alarm response services to all the Health Board's hospitals. While the Switchboard team itself is quite small, they forge good working relationships with a wide range of Health Board staff and play a vital role in the smooth running of services.
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications
* Educated to Vocational Level 3 or able to demonstrate the equivalent level of knowledge skills and experience.
* Knowledge of Switchboard processes, policies, and information systems in order to deal with a range of routine and non-routine activities.
* NVQ or equivalent in Call Handling or Customer Services.
Experience
* Demonstrable experience in a call handling role/fast-moving customer service environment.
* Computer/Keyboard Skills.
* Experience of following set procedures.
* Hospital/Healthcare Environment and terminology.
Skills/Abilities
* Welsh speaker.
* Effective inter-personal skills with the ability to deal with people at all levels.
* Multi-tasking, prioritising duties according to the level of urgency.
* To work as part of a team.
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.
£23,159 to £24,701 a year per annum pro rata.
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