University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.
Please see below for a detailed job description of the role.
Main duties of the job
Do you want to be part of our busy and dynamic switchboard department in the role of an operator? An exciting opportunity to work in Switchboard has become available. We are seeking a motivated and dependable individual who possesses good communication skills and has the ability to keep calm and professional under pressure.
Answering all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently. We are the first point of contact for the public and professional services and partnership organisations who contact the Trust as well as all internal users.
You will be responsible for handling calls in a professional manner, and responding effectively to emergency calls, alarms and incident procedures. Effectively making decisions in a calm and efficient manner.
You will require an excellent telephone manner and proven customer service skills, and a good level of keyboard skills is required.
Working for our organisation
As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated ‘Good’ by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.
All non-clinical roles may involve a mixture of on-site and remote working, Specific details and flexible working options can be discussed during the interview process. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.
Detailed job description and main responsibilities
You will have first-class communication and prioritisation skills and enjoy working in a fast-paced environment where you’ll meet a different challenge every day.
Shifts vary from week to week, but you will receive your rota 12 weeks in advance, covering a combination of shifts: days, evenings, nights weekends and bank holidays. Some examples include:
1. Days: 07:00 - 15:00, 08:00 - 16:00 or 10:00 - 18:00
2. Evenings: 12:00 - 20:00 or 14:00 - 22:00
3. Nights: 22:00 - 07:00
4. Weekends and bank holidays: 07:00 - 14:30 or 14:30 - 22:00
You will receive enhanced pay for working nights/weekends.
You will need:
To be flexible to work both days/nights and weekends as we are a 24/7 service.
The personal drive to work independently, but with the support of an established team.
The ability to think rationally and logically when responding to emergency situations and a keen eye for detail.
The ambition to learn every day and a track record of dealing with the public in a customer-focused environment.
This role offers the right candidate a fantastic opportunity to start or develop a career in the NHS. We offer full training on all aspects of the role.
Our department provides a professional 24-hour telephony and emergency response service to all internal departments within University Hospital Southampton NHS Foundation Trust, as well as externally for patients and their relatives. GP emergency admissions, major incidents and fire service calls are all in a day’s work.
Person specification
Qualifications / training required
* Literacy and numeracy skills that are GCSE standard or equivalent
* Proven work experience in the use of computerised technology
* Qualifications in using Microsoft windows applications/excel/email
* Understanding and knowledge of confidentiality issues/data protection
* Customer care or similar discipline
Previous or relevant experience necessary
* Consistent and relevant employment history of dealing with the general public in a customer focused environment.
* Experience of working in a predominately telephone based environment e.g. Switchboard/Contact Centre
* NVQ in Customer Care or equivalent experience
* Previous work within emergency response/situations
* Knowledge of Hospital/NHS terminology
* Experience with working with computer desktop applications
Values and behaviours
* Patients First
* Always Improving
* Working Together
Please be advised that this vacancy may close earlier than stated if we receive a large number of applications. We will not accept any applications or queries via agencies, under any circumstances.
Our commitment to equality
Equality remains at the centre of our policymaking, service delivery, and employment practice, giving all employees equal opportunity to develop, apply for promotions, and have working arrangements that enable them to achieve a manageable work-life balance.
UHS actively promotes a work environment free from harassment and discrimination and provides training for managers and staff to ensure this happens. We also closely monitor recruitment activity, training, development, and employment practices to ensure equality of practice with regard to race, colour, ethnic or national origin, religion or belief, gender, sexual orientation, disability, marital status and age.
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