Job summary To be an ambassador for the Hospital Trust as the first line of contact with the outside world, with the need to be able to proficiently operate the computer based switchboard. Answering in a professional manner and dealing with Patient, Relatives, Visitors and GP enquiries, incoming calls, internal calls, Numeric bleeps, message pagers. Be able to make decisions and deal with emergency calls calmly and efficiently in a high level fast moving environment, dealing with cardiac arrest calls/trauma calls, Stroke Calls, fire calls, major incidents, bomb threats, chemical spillages and medical gas alarms. Various shifts are currently available (subject to change), with hours to be discussed and agreed at interview. You might be required to cover other shifts as we run a 24/7 service: Night Duty Monday 22:00 to 07:00 8.5 hours (with 30 min break) Tuesday 23:00 to 08:00 8.5 hours (with 30 min break) Sunday 23:00 to 08:00 8.5 hours (with 30 min break) Evening Shift Saturday 15:00 to 23:00 7.5 (with 30 min break) Monday 15:00 to 20:00 5 hours (no break) Thursday 15:00 to 20:00 5 hours (no break) Saturday 16:00 to 23:00 6.5 Hours (with 30 min break) Sunday 16:00 to 23:00 6.5 Hours (with 30 min break) The position will be paid as Band 3 but will progress to a band 4 after successful probation period and once the person has met the training and performance requirements. Main duties of the job Operate as a Telephonist, deal with incoming calls on Switchboard Work unsociable hours on 24 hr shift working pattern Operate a Securitas numeric & Pageone bleep system Deal with emergency calls & Medical gas alarms and emergency lift alarms calmly and efficiently Deal with Medical gas alarms & emergency lift alarms calmly and efficiently following correct procedures Operate the on-call Rota watch. Communicate to a high level and pass on information accurately to the Team leaders and Manager Log/distribute/activate new Internal numeric bleeps and message pagers. Communicate with Patient, Relatives, Visitors, GP's and all hospital staff, medical & ancillary Ability to work on your own, making appropriate decisions and dealing with any situation that may arise. Follow department procedures and keep accurate records of any tasks undertaken, ensuring that during any hand over the appropriate senior staff are apprised of any problems/changes. Follow disaster & recovery procedure in event of system failure Prepared and willing to be called in at very short notice, in the event of a Major Incident. Work as part of a team including taking share of covering overtime/Bank Holidays, occasionally at short notice. About us King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level. We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people. King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible. Date posted 28 January 2025 Pay scheme Agenda for change Band Band 3 Salary £29,485 to £31,088 a year per annum pro rata, including high cost area Contract Permanent Working pattern Full-time, Part-time Reference number 213-CORP-6876649 Job locations Kings College Hospital Denmark Hill Denmark Hill SE5 9RS Job description Job responsibilities To operate as a Telephonist, dealing with incoming calls, both external and internal, on a Siemens ISDX Switchboard with computer based screen consoles. The ability to work unsociable hours on 24 hr shift working pattern i.e. Weekends, evenings and bank holidays To operate a Securitas numeric bleep system To operate a Pageone Message System being clear and concise with appropriate messages often having to use medical terminology. To deal with emergency calls calmly and efficiently (e.g. Cardiac Arrest, Trauma, Fire, Bomb Threats and Major Incidents) following correct procedures and following up on any problems that may arise in these events. To deal with Medical gas alarms and emergency lift alarms calmly and efficiently following correct procedures and following up on any problems that may arise in these events. T operate the on call Rota watch doctors rota System. To be able to communicate to a high level and pass on information accurately to the Team leaders and Manager i.e. any changes to rotas or personal information requiring entry into the telephone databases. Log/distribute/activate new Internal numeric bleeps and message pagers. To test and exchange faulty bleeps, reprogramming the control unit so as to keep the user on the same number. Arranging for repair and re-distributing of repaired bleeps back to original user. Communicate with Patient, Relatives, Visitors, GPs and all hospital staff, medical and ancillary, effectively, politely and with courtesy. Answer and dealing with customer queries in a professional manner. Ability to work on your own, making appropriate decisions and dealing with any situation that may arise. To follow department procedures and keep accurate records of any tasks undertaken, ensuring that during any hand over the appropriate senior staff are apprised of any problems/changes. To follow disaster and recovery procedure in event of system failure. Put into operation emergency back-up plan, if bleep system goes down. Arranging distribution of radios to all relevant on-call doctors. Ensuring that all staff involved in cardiac arrest and trauma teams are fully informed and are easily contactable. To be prepared and willing to be called in at very short notice, in the event of a Major Incident. Work as part of a team including taking share of covering overtime/Bank Holidays, occasionally at short notice. This is to ensure a highly motivated and efficient workforce whose prime interest is in helping the Trust staff care for its patients. To be prepared to carry out training to improve standards, this may include customer services skills and computer skills at higher NVQ levels. To act as stand in for line manger as when directed To form part of an on call team on a rota basis for escalation as when required. To act as help desk for any enquires e. opening closing times, directions clinics, visiting times, clergy details and finding accommodation etc To undertake any other duties as required ensuring the efficient operation of the Kings telephone system. Authorise, record and time all business calls as per the Trusts telephone policy. To test and exchange faulty bleeps, reprogramming the control unit so as to keep the user on the same number. Arranging for repair and re-distributing of repaired bleeps back to original user To log all ICT Telephone faults, moves and changes or request for new services. To be a point of contact for the Department, dealing with verbal enquiries and correspondence in an effective, courteous and timely manner. This will include personal enquiries, complaints and calls to be logged from staff regarding faults, repairs and requests. Will also be responsible for liaising with suppliers regarding the calls. The post holder will demonstrate understanding of the sensitive nature of such calls. Maintain user IT accounts and system rights for networked and clinical systems in accordance with the weekly rota Support the maintenance of computer hardware e.g. desktops & printers Reset passwords and transfer/accept accounts for users of NHS Net e-mail Input and manipulate data and information within vFire Service Desk database, Active Directory and other databases as required. Job description Job responsibilities To operate as a Telephonist, dealing with incoming calls, both external and internal, on a Siemens ISDX Switchboard with computer based screen consoles. The ability to work unsociable hours on 24 hr shift working pattern i.e. Weekends, evenings and bank holidays To operate a Securitas numeric bleep system To operate a Pageone Message System being clear and concise with appropriate messages often having to use medical terminology. To deal with emergency calls calmly and efficiently (e.g. Cardiac Arrest, Trauma, Fire, Bomb Threats and Major Incidents) following correct procedures and following up on any problems that may arise in these events. To deal with Medical gas alarms and emergency lift alarms calmly and efficiently following correct procedures and following up on any problems that may arise in these events. T operate the on call Rota watch doctors rota System. To be able to communicate to a high level and pass on information accurately to the Team leaders and Manager i.e. any changes to rotas or personal information requiring entry into the telephone databases. Log/distribute/activate new Internal numeric bleeps and message pagers. To test and exchange faulty bleeps, reprogramming the control unit so as to keep the user on the same number. Arranging for repair and re-distributing of repaired bleeps back to original user. Communicate with Patient, Relatives, Visitors, GPs and all hospital staff, medical and ancillary, effectively, politely and with courtesy. Answer and dealing with customer queries in a professional manner. Ability to work on your own, making appropriate decisions and dealing with any situation that may arise. To follow department procedures and keep accurate records of any tasks undertaken, ensuring that during any hand over the appropriate senior staff are apprised of any problems/changes. To follow disaster and recovery procedure in event of system failure. Put into operation emergency back-up plan, if bleep system goes down. Arranging distribution of radios to all relevant on-call doctors. Ensuring that all staff involved in cardiac arrest and trauma teams are fully informed and are easily contactable. To be prepared and willing to be called in at very short notice, in the event of a Major Incident. Work as part of a team including taking share of covering overtime/Bank Holidays, occasionally at short notice. This is to ensure a highly motivated and efficient workforce whose prime interest is in helping the Trust staff care for its patients. To be prepared to carry out training to improve standards, this may include customer services skills and computer skills at higher NVQ levels. To act as stand in for line manger as when directed To form part of an on call team on a rota basis for escalation as when required. To act as help desk for any enquires e. opening closing times, directions clinics, visiting times, clergy details and finding accommodation etc To undertake any other duties as required ensuring the efficient operation of the Kings telephone system. Authorise, record and time all business calls as per the Trusts telephone policy. To test and exchange faulty bleeps, reprogramming the control unit so as to keep the user on the same number. Arranging for repair and re-distributing of repaired bleeps back to original user To log all ICT Telephone faults, moves and changes or request for new services. To be a point of contact for the Department, dealing with verbal enquiries and correspondence in an effective, courteous and timely manner. This will include personal enquiries, complaints and calls to be logged from staff regarding faults, repairs and requests. Will also be responsible for liaising with suppliers regarding the calls. The post holder will demonstrate understanding of the sensitive nature of such calls. Maintain user IT accounts and system rights for networked and clinical systems in accordance with the weekly rota Support the maintenance of computer hardware e.g. desktops & printers Reset passwords and transfer/accept accounts for users of NHS Net e-mail Input and manipulate data and information within vFire Service Desk database, Active Directory and other databases as required. Person Specification Education and Qualifications Essential Educated to GCSE standard or equivalent, including English Language, Mathematics; or equivalent work based experience Knowledge and Experience Essential Experience in a similar environment, operating iSDX screen-based console or equivalent experience Desirable Experience of working within the NHS environment & good understanding of medical terminologies. Skills and Competencies Essential Effective communication, attention to details and IT Literacy skills preferable. Person Specification Education and Qualifications Essential Educated to GCSE standard or equivalent, including English Language, Mathematics; or equivalent work based experience Knowledge and Experience Essential Experience in a similar environment, operating iSDX screen-based console or equivalent experience Desirable Experience of working within the NHS environment & good understanding of medical terminologies. Skills and Competencies Essential Effective communication, attention to details and IT Literacy skills preferable. 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name King's College Hospital NHS Foundation Trust Address Kings College Hospital Denmark Hill Denmark Hill SE5 9RS Employer's website https://www.kch.nhs.uk/ (Opens in a new tab)