Switchboard Operative

• To support the delivery of a professional, responsive and customer focussed 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.

Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.

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 focussed, 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.
• 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.

About us

We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure.

PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

Job responsibilities

• To be part of a 24/7 rota covering switchboard/Hotel Services Helpdesk/Site Services Helpdesk, and main reception duties on a rotational basis.
• Ensure incoming calls are answered and processed in a polite & timely manner be friendly and welcoming.
• Be patient and understanding, deal with people who may be angry or upset.
• Work with all types of people.
• Ensure emergency response calls to switchboard are processed and managed correctly in line with emergency procedures.
• Be aware of the Major incident plan ensure that correct procedures are carried out in the event of a Major Incident and communicate with designated/relevant personnel.
• Ensure alarms connected with or communicated to Switchboard are processed to relevant on-call personnel and relevant 999 emergency services in the event of an alarm sounding.
• To assist in general switchboard duties including programming the bleep console, issuing batteries for bleeps/radiopagers, organising repairs for faulty bleeps, utilising the switchboard inbox to ensure on call rotas are received and communicated, informing Team Leader of any changes required to Trust directories.
• Ensure Planet Enterprise is kept up to date and calls are raised, prioritised, and processed in accordance with guidelines.
• Welcome visitors in a professional and courteous manner at main reception, ensuring queries are dealt with efficiently, including using PIMS to locate patient whereabouts as required.
• Access PIMS to locate patient whereabouts as required.
• Take the lead in fire alarm procedures to prevent public access through the main entrance when fire alarm in process.
• Ensure full range of reception duties carried out, including assisting patients to locate wheelchairs, liaising with various departments, e.g. porters, bereavement services, PALS, replenishment of information leaflet stands in main concourse etc.
• Support new team members with training.
• Be flexible in approach and support other Site Services help desk functions as required.
• Provide wider departmental admin support to the Directorate as directed by the Site Services Management Team.

Person Specification

Knowledge & Experience

• Demonstrable experience in an administration environment.
• Demonstrable experience of providing professional support to the public.
• 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.
• 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.

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.