Job summary In July 2021 we formed the University Hospitals of Northampton NHS Group, bringing together the constituent organisations of Kettering General Hospital NHS foundation Trust and Northampton General Hospital NHS Trust. We have agreed an ambitious Group Strategy Dedicated to Excellence' which sets out our strategic ambitions and priorities for the next five years and we have also launched our Group Digital Strategy, which sets out our ambitions to become the most digital hospital in England. Working on the Trusts Avaya Telephone System the candidate will be required to operate the central communication service and its associated systems. The ideal candidate must have excellent communication skills and be courteous and friendly and be responsive to the needs of the Trust and their users. Working the hours of Monday - Friday 07.00 - 12.00 Main duties of the job The post holder will be a member of the Unified Communications team responsible for working in the Switchboard team using the correct processes and procedures for when staff are handling the Trust alarm systems, such as Fire Alarms, Theatre Medical Gas Alarms, Pharmacy Fridge Alarms, Intruder Alarms, Trust Bleeps and The Emergency Phone, acting on information and putting out the correct crash team to the correct location. The post holder will be a member of a team on the Switchboard performing the operations in an efficient and courteous manner with a particular emphasis on customer care. Act as a first point of contact to the Group. Providing general non-clinical advice, information guidance or ancillary services directly to patients, Clients, relatives or carers. To meet the needs of a 24/7 public facing service the post holder may be required to work shifts, including working a combination of daytime, evening and night time hours on both weekdays and weekends, this also includes Bank Holidays and Christmas Day. About us Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire. Our Excellence Values CompassionAccountabilityRespectIntegrityCourage We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities. We are a Defence positive trust, supporting our reservists, veterans, spouses and partners. The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals. Date posted 04 March 2025 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum / Pro Rata Contract Permanent Working pattern Part-time Reference number 265-6923557 Job locations Northampton General Hospital Cliftonville Northampton NN1 5BD Job description Job responsibilities To operate the Hospitals Avaya switchboard consoles in an efficient, courteous and friendly manner, answering calls within agreed timescales. To operate the 2222 emergency service, ensuring an immediate response to medical emergency, fire and security alerts. To monitor medical gas, fire and other fault/alarm systems ensuring appropriate responses are undertaken as necessary. To be pro-active in obtaining and recording details on the availability of all on-call staff, ensuring that the correct person is called when required. To answer incoming telephone calls and enquiries. To connect outgoing telephone calls made by users. To monitor and log, if necessary, information concerning all personal calls made by staff for re-charge purposes. The efficient operation of the Hospital paging systems for both emergency and nonemergency calls. To be fully aware of the Trusts Emergency Activation process and the Switchboard Operators responsibilities upon activation. Respond promptly and take appropriate action (as per standard operational procedures) in the event of the activation of numerous alarms, which terminate in the switchboard room including fire and burglar alarms. To monitor CCTV cameras within the switchboard areas when requested. Maintain bleep equipment, i.e. changing batteries when required/requested, reporting to the line manager if repairs are required. To provide Out Of Hours reception cover as required dealing with general enquiries. Receive and document key transactions including accommodation for new and on-call staff. To receive deposits for accommodation using debit/credit card transactions ensuring relevant paperwork (receipts) are completed in line with the departmental procedures. Undertaking general photocopying duties. Booking taxis for staff, patients and equipment. To offer support and supervision when requested to new and junior members of staff. Maintain high standards of personal presentation and hygiene during performance of their duties. Flexibility in areas of work as required by departmental needs and service delivery and to comply with specific instructions and working patterns. To work closely with management in producing a high standard of service to patients, staff and visitors. The appropriate dress code must be observed (as per Trust and departmental dress code policy). This includes the wearing of and Identity badge at all times when on duty. Job description Job responsibilities To operate the Hospitals Avaya switchboard consoles in an efficient, courteous and friendly manner, answering calls within agreed timescales. To operate the 2222 emergency service, ensuring an immediate response to medical emergency, fire and security alerts. To monitor medical gas, fire and other fault/alarm systems ensuring appropriate responses are undertaken as necessary. To be pro-active in obtaining and recording details on the availability of all on-call staff, ensuring that the correct person is called when required. To answer incoming telephone calls and enquiries. To connect outgoing telephone calls made by users. To monitor and log, if necessary, information concerning all personal calls made by staff for re-charge purposes. The efficient operation of the Hospital paging systems for both emergency and nonemergency calls. To be fully aware of the Trusts Emergency Activation process and the Switchboard Operators responsibilities upon activation. Respond promptly and take appropriate action (as per standard operational procedures) in the event of the activation of numerous alarms, which terminate in the switchboard room including fire and burglar alarms. To monitor CCTV cameras within the switchboard areas when requested. Maintain bleep equipment, i.e. changing batteries when required/requested, reporting to the line manager if repairs are required. To provide Out Of Hours reception cover as required dealing with general enquiries. Receive and document key transactions including accommodation for new and on-call staff. To receive deposits for accommodation using debit/credit card transactions ensuring relevant paperwork (receipts) are completed in line with the departmental procedures. Undertaking general photocopying duties. Booking taxis for staff, patients and equipment. To offer support and supervision when requested to new and junior members of staff. Maintain high standards of personal presentation and hygiene during performance of their duties. Flexibility in areas of work as required by departmental needs and service delivery and to comply with specific instructions and working patterns. To work closely with management in producing a high standard of service to patients, staff and visitors. The appropriate dress code must be observed (as per Trust and departmental dress code policy). This includes the wearing of and Identity badge at all times when on duty. Person Specification Knowledge & Experience Essential Previous NHS experience Familiar with implementing emergency procedures Understanding of Switchboard procedures Knowledge of Medical terminology Desirable Experience of Windows based Console switchboards Experience of paging systems Skills Essential Good verbal/written communication skills - adaptation of communication skills dependant on situation 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 Computer literate with advanced keyboard/mouse skills - essential for speed and accuracy Ability to develop effective working relationships Education, Training & Qualifications Essential Previous experience of working with the public and an understanding of customer care Telecoms trained within a large organisation Desirable Similar experience to BT training BT Training/NVQ 3 Switchboard/call centre Good, general education (GCSE's) including English Person Specification Knowledge & Experience Essential Previous NHS experience Familiar with implementing emergency procedures Understanding of Switchboard procedures Knowledge of Medical terminology Desirable Experience of Windows based Console switchboards Experience of paging systems Skills Essential Good verbal/written communication skills - adaptation of communication skills dependant on situation 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 Computer literate with advanced keyboard/mouse skills - essential for speed and accuracy Ability to develop effective working relationships Education, Training & Qualifications Essential Previous experience of working with the public and an understanding of customer care Telecoms trained within a large organisation Desirable Similar experience to BT training BT Training/NVQ 3 Switchboard/call centre Good, general education (GCSE's) including English 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 Northampton General Hospital Address Northampton General Hospital Cliftonville Northampton NN1 5BD Employer's website https://www.northamptongeneral.nhs.uk/Home.aspx (Opens in a new tab)