Job Summary
The Switchboard Service is the core of Leeds Teaching Hospitals, which include Leeds General Infirmary, St James University Hospital, Wharfdale, Chapel Allerton, and Seacroft. We receive approx. 20,000 calls per week.
We recently made great changes in Switchboard and use a computer-based platform called Liberty Converse provided by Netcall.
The Switchboard Service is a 24/7 service located within the LGI.
Expected Shortlisting Date
26/03/2025
Planned Interview Date
09/04/2025
Main Duties of the Job
The priority of the service is to follow the Leeds Way Values and behaviours and aim to get the caller to the right place at the right time.
A crucial part of the service is supporting the emergency procedures for the Hospitals which include:
1. Crash Calls - delivering the appropriate message to the Crash team to help save patients' lives.
2. Fire Calls - if a fire alarm is activated within the hospital, Switchboard is responsible for ringing the fire brigade and liaising with appropriate emergency teams to ensure the fire is dealt with as soon as possible.
3. Major Incidents - if a major incident happens, the Switchboard implements the MAJAX procedure pulling a specialist team to support the incident.
The calls are varied and often require a strong, resilient attitude to work under pressure or acute situations.
Overview of Your Organisation
THE LEEDS WAY VALUES
Our values are part of what makes us different from other trusts, seen as a strength and responsibility. They have been developed by our staff and set out what is important to how we work. We are committed to delivering the highest quality and safest treatment and care to every patient, every time. We will always be patient-centred, fair, collaborative, accountable, and empower our patients and colleagues.
About Us
Our values are part of what makes us different from other trusts. Our five values are:
1. Patient-centred
2. Collaborative
3. Fair
4. Accountable
5. Empowered
All our actions and endeavours will be guided and evaluated through these values.
Additionally, the following are core values relating specifically to this post:
1. The jobholder will place a high value on the quality of service by ensuring that all documentation is received, checked, and processed appropriately, in line with departmental procedures.
2. Respect the contribution of all members within the team/department and the importance of working together to ensure a high standard of patient care.
3. Recognise the importance of Data Protection and confidentiality.
Job Description
Job Responsibilities
This role provides a high standard switchboard service. The post holder will be required to receive a range of calls from both external and internal callers and connect them as appropriate. As the first line of contact for callers, the post holder is responsible for providing an efficient and responsive service as they are the interface for the hospital.
They will also be responsible as the first point of contact in activating procedures for the full range of Trust emergency alarms which include Fire, Crash, and security.
The post holder will operate a screen-based (PC) switchboard console with a database holding all necessary information needed to access the Trust's 12,000 extensions.
The ability to learn and retain information regarding numerous Trust services and specialities is essential to deal with patient enquiries.
The post holder will be responsible for the effective operation of the Trust paging systems and will be required to use the Patient Centre Administration system to assist with enquiries regarding outpatient appointments and work collaboratively with the referral booking service supporting and making new and follow-up bookings as directed.
Must be able to communicate effectively and sensitively with a wide range of people including patients, relatives, clinicians, and other Trust staff.
Principal Duties & Areas of Responsibility
1. Answer calls from both external and internal callers with a prompt and polite response and connect them to the appropriate department.
2. Be fully conversant with and adhere to standard operating procedures, policies, and agreed departmental procedures.
3. Greet callers, providing an efficient and courteous service connecting them to their required department and offering further assistance and guidance when required.
4. Accurately log all information as required for audit/information purposes.
5. Using judgement, activate the necessary procedures calmly and quickly according to written procedures to alert the correct service.
6. Monitor and respond to a variety of alarms and initiate emergency call outs as required.
7. Mentor and provide support and guidance to newly appointed staff.
8. Ensure the effective operation of the Trust paging system and long-range pagers.
9. Provide first point of contact for the internal enquiry service.
10. Be responsible for creating the daily rota sheet.
11. Follow defined procedures and guidelines while using initiative to resolve new circumstances.
12. Provide on-call information to Trust staff regarding on-call personnel.
13. Issue temporary mobile phones and pagers as necessary.
14. Participate in a regular rolling programme to review, audit, and update information held on the switchboard console.
15. Work flexibly to maintain adequate staffing levels to ensure a 24/7 service is maintained.
Person Specification
Qualifications Essential
* Able to interpret information with precision.
* Computer literate, able to work in a Windows environment.
* Clear speaking voice/telephone manner.
* Experience of working in a predominately operational telephone environment (e.g., switchboard/call centre).
* Proven experience of working in a customer service environment.
Experience Essential
* B.T operator trained.
* Able to follow verbal and written instructions.
* Educated to GCSE Standard.
* Experience of using Microsoft packages.
* Good general education and literacy NVQ 2 or equivalent in call handling.
Skills and Behaviours Essential
* Able to display a calm and rational approach to difficult situations.
* Demonstrating empathy and assertiveness where appropriate.
* Possesses a friendly helpful personality.
* Able to demonstrate resourcefulness and initiative.
* Promotes good working relationships within the team.
* The candidate needs to be able to work unsupervised.
* Recognise their own limitations and identify when there is a need for escalation.
* Commit to ongoing personal development through the Trust's Performance Review procedures.
* Ability to work in a team but also independently when dealing with all calls.
* Well-developed communication skills; written accuracy is a key factor.
Employer Details
Employer Name
Leeds Teaching Hospitals
Address
Leeds General Infirmary
Great George Street
Leeds
LS1 3EX
Employer's Website
https://www.leedsth.nhs.uk/ #J-18808-Ljbffr