Cornwall Partnership NHS Foundation Trust
The Switchboard service is a critical frontline service based at Bodmin Hospital providing a comprehensive, efficient, and quality-based communication service across the health community in Cornwall, managing over 240,000 calls per annum. The service supports the Trust, NHS Kernow (KCCG), and One Cornwall (Social Services) with forwarding of calls and message handling in addition to approximately 30 teams/services within the Trust. It is a vital role in assisting out of hours services and holding the operational 'on call' rotas. In addition, the Switchboard is the first point of contact for a range of emergency lines, including fire phone, intruder alarms, Sowenna staff attack, Bodmin Hospital security CCTV, and more recently the Urgent Crisis Referral, as well as the coordination of several services such as Cornwall Blood Bikes. The service is provided 24 hours, 365 days per year and the successful candidate must be prepared to work on rotas across these timeframes, which will include weekends, bank holidays, and lone working at night; flexibility is essential. You must have previous experience of dealing with the general public and possess excellent communication skills both written and verbal and also be able to adapt quickly to changes. Previous experience as a telephonist and knowledge of office systems with keyboard and computer skills are desirable.
A variety of part-time roles are available.Please note we are only able to face-to-face interviews for this vacancy.
Main duties of the job
The post holder will be given a minimum of 3 months training to bring them up to speed with the diversity of the services which use the Switchboard. We will ensure you are confident in shifts before you move onto any out of hours working, so you are well equipped to carry out this interesting and varied role. There are shifts where enhanced rates are applied, which will boost your hourly rate when working out of hours. The post holder will work shifts to provide a comprehensive communication service to all Trust Managers, Department heads, and users of the service.
The post holder will at all times be courteous and attentive to customers both internally and externally to the NHS Health Community within Cornwall.
Working within the Communications Department providing a comprehensive central communication service across the whole of Cornwall Partnership Foundation Trust and the Health Community.
Staffing an efficient and quality-based communications service over 24 hours, 365 days per year.
Staffing a reception service to Bodmin Hospital.
About us
We're an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people's physical and mental health. We also provide specialist support to people with dementia or a learning disability.
We are a people organisation and people matter to us. As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.
Over 4,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.
We work in people's homes, in community clinics and bases. Some staff work from one of our 13 community hospitals. Our aspiration is to have great people, provide great care, be a great place to work and a great partner.
Approximately 568,000 people live here. A third of people who live in Cornwall are supported by acute hospital services in Devon. As a result, we also work closely with our partners in Devon. In the summer, and during other holidays, lots of people choose to visit the area. This increases the numbers of people who use our services.
Job responsibilities
To view a detailed job description and person specification including the main responsibilities of this role please see supporting documents.
Person Specification
Education / Qualifications and Relevant Experience
* Good basic education, demonstrating high levels of communication skills
* NVQ 3 in Business Administration or equivalent experience
* Computer skills to CLAIT/ECDL level or equivalent
* Knowledge and experience of office systems and Microsoft Office suite of applications i.e., MS Access Database, Excel Spreadsheets & Teams
* Previous experience of dealing with the Public/Customer Service
* Previous experience of using a Switchboard
* Administrative Experience of Working in a Complex Office Environment within the NHS
Knowledge and Abilities
* Knowledge of Health and Safety
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
Cornwall Partnership NHS Foundation Trust
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