Job summary The Switchboard operator role is a very challenging and dynamic role for someone who enjoys using their own initiative to provide excellent customer service through a wide variety of tasks. The post holder will provide the 1st point of contact for the Trust, using an efficient and reliable service to communicate with the general public, staff, health professionals and emergency services in a courteous and friendly manner and is responsive to the needs of the trust and its users. Handling in excess of 60,000 calls per month and initiating emergency responses such as Cardiac Arrest Calls, Fire, Major Incidents, Helicopter Landings they are responsible for effectively understanding and working to a wide range of very highly complex work procedures and processes. Comprehensive and well-structured training and support is provided; they will be expected to take every opportunity to work from established guidelines enabling them to give a professional and courteous service to all. This post will include effective administrative duties by supporting data entry and maintenance of spreadsheets and databases, other basic information systems, internal forms for use across the service /directorates. Once completed the in-house training the post holder works unsupervised when undertaking Switchboard, administrative tasks during the shift the post holder will be required to respond to constant interruptions colleagues, telephone and emails. Many of which will require immediate attention. Main duties of the job The post holder will: Demonstrate good written and verbal communication skills with both service users and staff. Always act in a professional and responsible manner with customers, service users and colleagues, using appropriate language and communication skills, which acknowledge barriers to understanding, cultural differences and diversity. 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. To provide general non-clinical advice, information, guidance directly to staff, patients, clients, relatives and carers. Communicates effectively with external stakeholders (GP's, other hospitals, Ambulance services, local authorities, police and council), dealing with service or general queries, together with taking appropriate action. Communicates clearly and effectively with Trust Staff at all levels across the organisation through a range of electronic, written and oral media, whilst understanding the need for discretion and confidentiality. Responsible for receiving and providing information which can be of a sensitive nature and is often complex and detailed on a regular basis. Maintaining effective working relationships and communications with the Estates Helpdesk, wider maintenance team, accommodation team, cleaning services. Develop and maintain communication with people. About us At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer: Flexible working options to help you balance work and life NHS pension scheme for long-term financial security Generous annual leave allowance to recharge and relax A strong focus on career development to help you grow and achieve your potential Additionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work. We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds. Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London. The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future. Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy. Date posted 14 January 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Contract Permanent Working pattern Full-time Reference number 184-OL-PU-1710 Job locations Musgrove Park Hospital Musgrove Road Taunton Somerset TA1 5DA Job description Job responsibilities This post holder will require advanced keyboard skills for regular use of computer, electronic systems. This role requires advanced and fast keyboard skills to quickly and accurately record the information required to transfer, log calls. Ensure the Emergency bleep test is carried out on a daily basis 11am & 21:30, ensuring that the responses are logged on the shared drive with accurate information. Faulty bleeps or non-responders to be contacted and passed across to the Team Leader. Approx. 50 individual on call responses are received on extension 2185. Checking bleeps which are faulty and replacing them. Ability to prioritise own workload efficiently and effectively with limited supervision and working on own initiative, ensuring high quality work and agreed deadlines are met. Provide efficient and friendly operator service, ensuring that all callers are dealt with in a timely, respectful and efficient manner. Ability to exercise judgement in task related problem solving. Ability to quickly switch between multiple computer applications (IT electronic system). 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. Ensuring that the correct emergency procedures are carried out in the event of any emergency call or alarm call in a timely manner. Record all emergency calls and Alarms on the shared drive, ensuring this information is accurate and has all the data required. This may include: Cardiac Arrest call Bomb Threat Helicopter Fire Obstetric Emergency Trauma Paediatric Emergency Priority 1 &2 Respond effectively to all urgent IT/Telephony system failures ensuring the relevant teams and services are notified. 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 time of day. Record all call outs and alarms on the shared drives which covers: BMS alarms Boiler Alarms Lift Alarms Ensure all calls are responded to in a prompt manner and that ALL emergency calls are given priority. Panic Alarm Medical Gas PRTG Alarms Fire Faults Deals with routine enquiries, takes the appropriate course of action as necessary. To cover all switchboards shifts which include 6-2, 2-10, nights, days, weekends, bank holidays 24/7 and follow the ERostering rotas as requested by Team Leader / Manager; To provide trust ID badges on receipt of an ID badge request form, setting Net2 swipe access door control for Estates and Facilities, Jubilee Building and theatres. Ensuring these are ready and filed alphabetically for the day collections. Declining any forms that have not been completed correctly. To respond to emails in a timely manner. Switchboard & ID badges; Requirement to utilise a wide range of complex bespoke electronic systems to review and analyse data for the effective delivery of the switchboard service. Complete on call room accommodation bookings onto the on-call room spreadsheet. Complete tasks and duties listed on the switchboard checklist. Completing the complex 24-day rotas at night by transferring individual rota information for each speciality onto a 24 hour day sheet for switchboard. To ensure the correct on call people are contacted. Managing updates and changes to these complex rotas as and when they happen. Manages conflicting demands within the job role daily. Job description Job responsibilities This post holder will require advanced keyboard skills for regular use of computer, electronic systems. This role requires advanced and fast keyboard skills to quickly and accurately record the information required to transfer, log calls. Ensure the Emergency bleep test is carried out on a daily basis 11am & 21:30, ensuring that the responses are logged on the shared drive with accurate information. Faulty bleeps or non-responders to be contacted and passed across to the Team Leader. Approx. 50 individual on call responses are received on extension 2185. Checking bleeps which are faulty and replacing them. Ability to prioritise own workload efficiently and effectively with limited supervision and working on own initiative, ensuring high quality work and agreed deadlines are met. Provide efficient and friendly operator service, ensuring that all callers are dealt with in a timely, respectful and efficient manner. Ability to exercise judgement in task related problem solving. Ability to quickly switch between multiple computer applications (IT electronic system). 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. Ensuring that the correct emergency procedures are carried out in the event of any emergency call or alarm call in a timely manner. Record all emergency calls and Alarms on the shared drive, ensuring this information is accurate and has all the data required. This may include: Cardiac Arrest call Bomb Threat Helicopter Fire Obstetric Emergency Trauma Paediatric Emergency Priority 1 &2 Respond effectively to all urgent IT/Telephony system failures ensuring the relevant teams and services are notified. 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 time of day. Record all call outs and alarms on the shared drives which covers: BMS alarms Boiler Alarms Lift Alarms Ensure all calls are responded to in a prompt manner and that ALL emergency calls are given priority. Panic Alarm Medical Gas PRTG Alarms Fire Faults Deals with routine enquiries, takes the appropriate course of action as necessary. To cover all switchboards shifts which include 6-2, 2-10, nights, days, weekends, bank holidays 24/7 and follow the ERostering rotas as requested by Team Leader / Manager; To provide trust ID badges on receipt of an ID badge request form, setting Net2 swipe access door control for Estates and Facilities, Jubilee Building and theatres. Ensuring these are ready and filed alphabetically for the day collections. Declining any forms that have not been completed correctly. To respond to emails in a timely manner. Switchboard & ID badges; Requirement to utilise a wide range of complex bespoke electronic systems to review and analyse data for the effective delivery of the switchboard service. Complete on call room accommodation bookings onto the on-call room spreadsheet. Complete tasks and duties listed on the switchboard checklist. Completing the complex 24-day rotas at night by transferring individual rota information for each speciality onto a 24 hour day sheet for switchboard. To ensure the correct on call people are contacted. Managing updates and changes to these complex rotas as and when they happen. Manages conflicting demands within the job role daily. Person Specification Qualifications Essential QUALIFICATIONS & TRAINING Good general education (GCSE's) including English and mathematics or equivalent Relevant vocational qualification(equivalent to Microsoft Office MOST, ECDL or related qualification) Vocational level 3 /BTEC) in IM&T or information systems related subject (or relevant experience in IM&T environment) Experience Essential Knowledge of windows systems, requirement to manipulate data within excel, word, PowerPoint and other bespoke system NHS Switchboard/Call Centre experience. Knowledge and experience on customer services Experience of variable shift working Additional Criteria Essential Good working knowledge and understanding of PC hardware, operating systems and Microsoft IT packages. Demonstrable comfort with IT systems and a willingness to learn new IT skills Previous experience of healthcare or large complex organisation Person Specification Qualifications Essential QUALIFICATIONS & TRAINING Good general education (GCSE's) including English and mathematics or equivalent Relevant vocational qualification(equivalent to Microsoft Office MOST, ECDL or related qualification) Vocational level 3 /BTEC) in IM&T or information systems related subject (or relevant experience in IM&T environment) Experience Essential Knowledge of windows systems, requirement to manipulate data within excel, word, PowerPoint and other bespoke system NHS Switchboard/Call Centre experience. Knowledge and experience on customer services Experience of variable shift working Additional Criteria Essential Good working knowledge and understanding of PC hardware, operating systems and Microsoft IT packages. Demonstrable comfort with IT systems and a willingness to learn new IT skills 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 Musgrove Park Hospital Musgrove Road Taunton Somerset TA1 5DA Employer's website https://www.somersetft.nhs.uk/ (Opens in a new tab)