Job summary We are currently looking for a Telephonist to work on the following 2 week shift pattern. Totalling 17.75hrs per week Week 1 Tuesday 15:30-22:30 Thursday 07:00-15:00 Week 2 Tuesday 15:30-22:30 Saturday 07:30-15:30 Sunday 07.30-15.30 The roles consists of answering the hospital switchboard, respond to emergency calls, provide cover to the main reception and car park intercom out of hours. Be aware of fire, major incident and lockdown procedures ensuring that all services are delivered in an efficient, courteous and polite manner to both internal and external customers. Main duties of the job To be responsible for taking payments out of hours and storing valuable items in the safe. Finding relevant staff from on call rota to resolve problems Respond to the fire alarm, Major incident and emergency calls and inform the relevant team Effective communication including with distressed, anxious or angry individuals Required to follow processes when responding to calls or alarms. Manages conflicting demands within the job role on a daily basis. About us As an organisation, the NHS offers a wide range of benefits including flexible working, fantastic pension contributions, market leading annual leave allowance, career progression and regular conversations, not to mention our Blue Light Card and NHS exclusive discounts.The benefits of working in Somerset include the idyllic countryside, with our areas of outstanding beauty and stunning coastlines. You will get to enjoy these perks whilst still only being a stone's throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable. You will to experience the best of both in Somerset, the countryside and the cosmopolitan there is truly something for everyone Date posted 29 October 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 a year Pro rata Contract Permanent Working pattern Part-time Reference number 184-OL-PU-1284 Job locations Yeovil District Hospital Higher Kingston Yeovil Somerset BA21 4AT Job description Job responsibilities The post holder will work with all levels of staff, including clinicians and senior managers, contractors, stakeholders associated with the Trust including clinicians and system users. Communicates effectively with external stakeholders (GPs, other hospitals, Ambulance services, local authorities, police and council), dealing with service or general queries, together with taking appropriate action. Responsible for receiving and providing information which can be of a sensitive nature and is often complex and detailed on a regular basis. Organises own work, flexibility required switching from admin tasks, reporting or analysis to answering phone throughout the shift in order to provide an accurate and timely service. To ensure the switchboard is manned at all times and calls are answered quickly and politely and routed to appropriate departments/personnel Answer the emergency phone immediately, and respond to emergency by call out correct emergency team.Record call and action on appropriate record sheet Attend to Main Reception duties giving a courteous service to enquirers outside office hours To allocate and issue accommodation and keys via the Trusts Accommodation Booking system Inform relevant staff of medical gas shortages, fire alarms and other alarms which are linked to switchboard To take payment for parking, accommodation and prescription charges either with cash or using the Chip and Pin terminal for card payments.Record payments on the relevant form including refunds Attend to the car parking assistance call system, dealing with calls using own initiative and call relevant personnel regarding car park system failure when necessary To issue keys to relevant personnel, checking ID, and record their distribution on the key database To be fully aware of the fire alarm procedure To be fully aware of the major incident procedure The position involves lone working out of hours Answer calls for the EFM helpdesk on ext 4444 and report the faults on FM first Provide support to the EFM admin team as required Book contract taxis when requested and keep a central record The post holder will be expected to support the training and development of new colleagues Ensuring all alarms and faults are reported, communicated clearly and actioned 24/7 in a timely manner and ensuring the correct staff are contacted for the alarm and the time of day. Keep a record of all actions taken in a major incident Comply with all SSL Policies and Procedures including (but not exclusively), Quality, Environmental Equality, Diversity, Safety, Human Resources and Financial. Be fully conversant with the Switchboards emergency procedures, including those for a Major Incident and fire security, cardiac arrests etc developed through training. Undertakes surveys or audits when necessary for own work. Competently operate the PC based ARC consoles and operator workstation equipment to provide a standard and consistent level of service in an efficient and cost effective manner. Job description Job responsibilities The post holder will work with all levels of staff, including clinicians and senior managers, contractors, stakeholders associated with the Trust including clinicians and system users. Communicates effectively with external stakeholders (GPs, other hospitals, Ambulance services, local authorities, police and council), dealing with service or general queries, together with taking appropriate action. Responsible for receiving and providing information which can be of a sensitive nature and is often complex and detailed on a regular basis. Organises own work, flexibility required switching from admin tasks, reporting or analysis to answering phone throughout the shift in order to provide an accurate and timely service. To ensure the switchboard is manned at all times and calls are answered quickly and politely and routed to appropriate departments/personnel Answer the emergency phone immediately, and respond to emergency by call out correct emergency team.Record call and action on appropriate record sheet Attend to Main Reception duties giving a courteous service to enquirers outside office hours To allocate and issue accommodation and keys via the Trusts Accommodation Booking system Inform relevant staff of medical gas shortages, fire alarms and other alarms which are linked to switchboard To take payment for parking, accommodation and prescription charges either with cash or using the Chip and Pin terminal for card payments.Record payments on the relevant form including refunds Attend to the car parking assistance call system, dealing with calls using own initiative and call relevant personnel regarding car park system failure when necessary To issue keys to relevant personnel, checking ID, and record their distribution on the key database To be fully aware of the fire alarm procedure To be fully aware of the major incident procedure The position involves lone working out of hours Answer calls for the EFM helpdesk on ext 4444 and report the faults on FM first Provide support to the EFM admin team as required Book contract taxis when requested and keep a central record The post holder will be expected to support the training and development of new colleagues Ensuring all alarms and faults are reported, communicated clearly and actioned 24/7 in a timely manner and ensuring the correct staff are contacted for the alarm and the time of day. Keep a record of all actions taken in a major incident Comply with all SSL Policies and Procedures including (but not exclusively), Quality, Environmental Equality, Diversity, Safety, Human Resources and Financial. Be fully conversant with the Switchboards emergency procedures, including those for a Major Incident and fire security, cardiac arrests etc developed through training. Undertakes surveys or audits when necessary for own work. Competently operate the PC based ARC consoles and operator workstation equipment to provide a standard and consistent level of service in an efficient and cost effective manner. Person Specification Qualifications Essential Good general education (GCSEs) including English and mathematics or equivalent Relevant vocational qualification(equivalent to Microsoft Office MOST, ECDL or related qualification City & Guilds / NVQ 2 level or equivalent experience willing to completed vocational level 3 within agreed time scale NVQ Customer Services or equivalent experience. Desirable Vocational level 3 /BTEC) in IM&T or information systems related subject (or relevant experience in IM&T environment) Experience Essential Experience of providing customer focussed service Proficient IT skills including keyboard skills and experience of Microsoft packages Experience of effective communication including with distressed, anxious or angry individuals and able to escalate where appropriate Proven administration work Desirable NHS Switchboard / Call centre experience Experience of variable shift working Additional Criteria Essential Willingness to learn Concentration is required when dealing with customers Able to deal with sensitive callers Frequent VDU use Long periods of sitting Flexible approach to working hours & practices Professional appearance, behaviour, and attitude Ability to remain calm and work effectively in stressful A calm, caring and empathic attitude towards patients, visitors, relatives & colleagues which is aligned with the NHS Values Awareness and respect for colleagues, patients and relatives cultural, religious and emotional needs and beliefs Desirable Previous experience of healthcare or large complex organisation Person Specification Qualifications Essential Good general education (GCSEs) including English and mathematics or equivalent Relevant vocational qualification(equivalent to Microsoft Office MOST, ECDL or related qualification City & Guilds / NVQ 2 level or equivalent experience willing to completed vocational level 3 within agreed time scale NVQ Customer Services or equivalent experience. Desirable Vocational level 3 /BTEC) in IM&T or information systems related subject (or relevant experience in IM&T environment) Experience Essential Experience of providing customer focussed service Proficient IT skills including keyboard skills and experience of Microsoft packages Experience of effective communication including with distressed, anxious or angry individuals and able to escalate where appropriate Proven administration work Desirable NHS Switchboard / Call centre experience Experience of variable shift working Additional Criteria Essential Willingness to learn Concentration is required when dealing with customers Able to deal with sensitive callers Frequent VDU use Long periods of sitting Flexible approach to working hours & practices Professional appearance, behaviour, and attitude Ability to remain calm and work effectively in stressful A calm, caring and empathic attitude towards patients, visitors, relatives & colleagues which is aligned with the NHS Values Awareness and respect for colleagues, patients and relatives cultural, religious and emotional needs and beliefs Desirable Previous experience of healthcare or large complex organisation 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 details Employer name Somerset NHS Foundation Trust Address Yeovil District Hospital Higher Kingston Yeovil Somerset BA21 4AT Employer's website https://www.somersetft.nhs.uk/ (Opens in a new tab)