Job Summary
Supporting communication services for all Trust sites. Switchboard provides telephony and paging and is also the central point for receiving and processing Emergency and Alarm calls/procedures.
The post holder will be responsible for the consistent delivery of a high standard telephony service, operating as the focal point for the Trust promoting a positive and courteous manner at all times and providing support to staff with service and technical enquiries.
The post holder will ensure confidentiality is maintained, speak clearly and professionally when answering calls, and use the phonetic alphabet when spelling out words.
This post is for 17 hours per week.
Main Duties, Tasks & Skills Required
* Answer inbound calls responsibly and courteously, monitor progress, and re‑route as necessary, offering assistance or advice in accordance with departmental call answering standards.
* Handle internal incoming calls from health care professionals, ensure they are re‑routed appropriately and provide required information.
* Minimise and actively reduce recall for customers, offering direct dial telephone numbers or other relevant information.
* Undertake outbound calling for Trust staff when required, carrying out departmental audit and recording processes.
* Deal with stressful, emotional situations and remain calm, empathetic and confident with callers.
* Recognise when alternative communication methods are needed; arrange or provide information, support and services to aid effective communication when barriers to understanding exist.
* Activate and operate the bleep system promptly and efficiently, including programming bleeps and providing replacement batteries as required.
* Operate the 2222 emergency system and complete the appropriate records.
* Monitor alarm systems for all sites covered and take appropriate action, such as notifying relevant departmental staff, making verbal and written reports.
Qualifications
* Good general education (e.g., GCSE English and Maths A‑C, GCSE Level 9–4).
* NVQ Level 3 in an administrative environment, or knowledge of administrative procedures and systems acquired through experience and training.
Desirable:
* NVQ Level 3 in administration/customer service or equivalent.
Experience
* Experience dealing with the public/customer service experience.
* Significant telephony experience, including working with telephony equipment and pagers.
* Experience working with a range of Microsoft Office packages (Word, Excel, Outlook).
* Knowledge of telephony terminology, e.g., phonetic alphabet.
* Understanding of confidentiality and application of principles.
* Demonstrated understanding of equality and diversity.
Desirable:
* Experience working in a busy environment.
* Experience working in healthcare.
* Knowledge of basic medical terminology.
* Experience using Trust IT systems.
* Knowledge of supporting emergency procedures.
Additional Criteria
* Good communication/customer care skills both written and verbal, demonstrating sympathy and compassion.
* Ability to communicate with staff at all levels in clear and concise language, face‑to‑face or over the telephone where barriers may exist.
* Good keyboard/IT skills.
* Good organisational skills and multitasking ability.
* Good time‑management skills.
* Professional handling of enquiries from staff.
* Problem‑solving in a timely manner.
* Attention to detail amid predictable interruptions.
* Capacity to handle stressful situations and work under pressure.
* Teamwork, flexible, effective participation to meet service needs.
* Confidence dealing with people at all levels.
* Ability to remain in a restricted position for extended periods.
* Flexible approach to cover shift patterns including nights, weekends and bank holidays.
* Ability to travel to other Trust sites if required.
Pay and Contract
Band: 3
Salary: £25,760.00 to £27,476.00 yearly
Contract: Permanent
Working pattern: Part‑time, flexible working
Location
Heartlands Hospital, Bordesley Green E, Birmingham, West Midlands, B9 5SS
Reference number
304-1095044-1
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