Job summary Join our friendly front-line team at the NNUHFT Main Switchboard We are seeking enthusiastic and reliable Telephonists to operate our busy acute hospital switchboard. Available Positions: Position 1: 10.5 hours per week Shifts: Monday 17:00-21:30, Saturday 16:00-21:30, Sunday 08:00-16:00 (Rostered over a 3-week rota) Position 2: 7.5 hours per week Shifts: Wednesday 08:30- 17:00 (Rostered over a 3-week rota) Position 3: 9 hours per week Shifts: Saturday 21:30-08:00, Sunday 21:30-08:00, Sunday 08:00-16:00 (Rostered over a 3-week rota) Position 4: 9 hours per week Shifts: Tuesday 10:00-14:00, Wednesday 10:00-14:00, Friday 09:30-16:00, Sunday 08:00-16:00 (Rostered over a 3-week rota) About the Role:As a Telephonist, you will be the first point of contact for the hospital, requiring excellent communication and interpersonal skills. You will need to remain calm and efficient in emergency situations. Full training on our IT-based system will be provided. Ideal Candidate: Excellent communication skills Strong interpersonal skills Ability to remain calm under pressure Comfortable with IT systems (training provided) Main duties of the job To answer and deal with incoming calls to the agreed specified service To deal with internal calls from staff, visitors and patients which includes internal and external directory enquiries, directional and advisory matters and provide non- clinical advice to patient's staff and relatives. To receive emergency calls and take appropriate action in relation to cardiac arrests, fire alarms, helicopter landings, major incident etc. To report Switchboard related problems to the Switchboard Manager or Senior Telephonist on duty. To provide holiday cover and sickness relief for other operators To provide the IT helpdesk with an out of hours fault reporting service and pass on the appropriate personnel To be able to work on own initiative and be confident in working as an individual at night evenings and weekends. To undertake other clerical duties and accurately write and change rotas when required. To be calm under pressure when exposed to emotional and distressing circumstances and placate and guide confused and angry callers. Have the ability to sit in a restricted position for long periods of time and use capital VDU equipment Standard keyboard skills. About us Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world. We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity We can offer you the full range of NHS benefits/discounts and in addition: Flexible working hours Fast Track Staff Physiotherapy Service Multi Faith prayer room Discounted gym memberships Excellent pension scheme and annual leave entitlement Wagestream - access up to 40% of your pay as you earn it Free Park & Ride service direct to NNUH site Free 24-hours confidential counselling support On-site Nursery On-site cafes offering staff discounts Support in career development Flexible staff bank Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics Date posted 19 February 2025 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum, pro rata Contract Permanent Working pattern Part-time, Flexible working Reference number 234-24-C2605 Job locations Norfolk and Norwich University Hospital Norwich NR4 7UY Job description Job responsibilities To answer and deal with incoming calls to the agreed specified service To deal with internal calls from staff, visitors and patients which includes internal and external directory enquires, directional and advisory matters and provide non-clinical advice to patients, staff and relatives. To receive emergency calls and take appropriate action in relation to cardiac arrests, fire alarms, helicopter landings, major incident etc. To report Switchboard related problems to the Switchboard Manager or Senior Telephonist on duty. Be available for Bank Holiday cover including Christmas. Provide holiday cover and sickness relief for other operators. To provide the IT Helpdesk with an out of hours fault reporting service and pass on the appropriate personnel To be able to work on own initiative and be confident in working as an individual at night, evenings and weekends. To undertake other clerical duties and accurately write and change rotas when required. To be calm under pressure when exposed to emotional and distressing circumstances and placate and guide confused and angry callers. Please refer to the Job Description for the full specification of responsibilities and requirements for this post. Please note that this advertised position, which is part of occupation code 7212 does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role. Job description Job responsibilities To answer and deal with incoming calls to the agreed specified service To deal with internal calls from staff, visitors and patients which includes internal and external directory enquires, directional and advisory matters and provide non-clinical advice to patients, staff and relatives. To receive emergency calls and take appropriate action in relation to cardiac arrests, fire alarms, helicopter landings, major incident etc. To report Switchboard related problems to the Switchboard Manager or Senior Telephonist on duty. Be available for Bank Holiday cover including Christmas. Provide holiday cover and sickness relief for other operators. To provide the IT Helpdesk with an out of hours fault reporting service and pass on the appropriate personnel To be able to work on own initiative and be confident in working as an individual at night, evenings and weekends. To undertake other clerical duties and accurately write and change rotas when required. To be calm under pressure when exposed to emotional and distressing circumstances and placate and guide confused and angry callers. Please refer to the Job Description for the full specification of responsibilities and requirements for this post. Please note that this advertised position, which is part of occupation code 7212 does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role. Person Specification Qualifications Essential To demonstrate an ability to communicate clearly both verbally and in writing and have a basic understanding of numeracy Experience Essential Have significant experience in a Call Centre Environment Skills Essential Excellent verbal communication. Good customer care skills Be calm under pressure. To be able to work co-operatively with colleagues Attitude, aptitude Essential Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence Demonstrates understanding and commitment to Equality, Diversity and Inclusion Person Specification Qualifications Essential To demonstrate an ability to communicate clearly both verbally and in writing and have a basic understanding of numeracy Experience Essential Have significant experience in a Call Centre Environment Skills Essential Excellent verbal communication. Good customer care skills Be calm under pressure. To be able to work co-operatively with colleagues Attitude, aptitude Essential Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence Demonstrates understanding and commitment to Equality, Diversity and Inclusion 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. Certificate of Sponsorship 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. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship 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. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Norfolk and Norwich University Hospital Address Norfolk and Norwich University Hospital Norwich NR4 7UY Employer's website https://teamnnuh.co.uk/ (Opens in a new tab)