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Job Summary
* To support the delivery of a professional, responsive and customer-focused call centre and reception function including all aspects of general administration, specialist system operation, and customer service across the wider Site Services department.
* The post holder will be required to receive, direct, and inform callers projecting a professional, polite image at all times allocating tasks to the portering team using a Task Management system to record, update, track and close-down requests.
* The post holder will deliver excellent customer care and undertake the role in line with the vision and values of the organisation to maintain a safe and helpful hospital environment, and display integrity, fairness, exemplary personal behaviour and be a role model for other staff members.
* This role operates 24 hours / 7 days per week and is worked on a shift basis.
* The post holder will work and communicate with all internal and external stakeholders including patients, clinical and non-clinical hospital staff.
* This role has no budgetary control.
Main Duties of the Job
* A switchboard/helpdesk operator will be required to respond to an influx of telephone calls both internal and external. The operator assists callers by answering the line and connecting the caller to the correct person or department.
* Assist porters in ensuring their tasks are carried out.
* Be an active member of the switchboard/helpdesk/reception team and support the delivery of a highly effective, quality, and responsive service.
* Be a positive role model and actively promote the Trust's values.
* Support the Customer Support Manager to ensure that all services are available 24/7, patient focused, and effective.
* Provide cover as appropriate during periods of absence of any member of the customer services team.
* Work accurately and methodically.
* Work in a team but use own initiative.
* Use IT/communications equipment.
* Be confident using the phone.
* Take day to day responsibility for the switchboard alarm systems.
* Follow agreed policies with regards to major incidents, fire alarms and others.
* Use a Task Management System for recording, initiating action and responding to the customer.
* Undertake ad-hoc duties as requested by the Manager within scope of skills and capacity.
Person Specification
Knowledge & Experience
* Demonstrable experience in an administration environment.
* Demonstrable experience of providing professional support to the public.
* Desirable: Previous healthcare / large clinical setting demonstrable experience.
Qualifications
* GCSE's 9-4 (A-C) in Maths & English and NVQ level 2 in either business administration or related subject or equivalent demonstrable experience.
Aptitude & Abilities
* Ability to work on own initiative in a busy environment.
* Ability to develop and maintain good working relationships with colleagues at all levels of the organisation.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.
Employer Details
Employer Name: University Hospitals Plymouth NHS Trust
Address: Derriford Hospital, Derriford Road, Plymouth, PL6 8DH
Employer's Website: University Hospitals Plymouth NHS Trust
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