Job overview
Job overview
A part time opportunity has arisen to become a member of the Switchboard Team. Communication skills are essential as the team are usually the first point of most callers to the Hospital.
The main point of contact to disperse a varied types of Emergencies following procedures and Protocols in line with Trust policies.
Switchboard is a very busy environment dealing with all types of calls to the Trust from patients, relatives and staff.
Main duties of the job
The candidate must have good communication & IT skills. Local knowledge of the L&D layout and the IT systems used, (Pimsi, Excel, Nervecentre, Micad) would be an advantage. The applicant will need a flexible approach and be able to work both, in a team and on their own initiative on an evening shift. The Switchboard operating hours are 24/7 and 365 days of the year and will involve working bank Holidays and Christmas.
The applicant will need to be enthusiastic and adaptable within the Switchboard and its varied roles. The applicant would be dealing with all types of Estates and on call requests from across the Trust, outside contractors and dealing with the general public as well. They will be working in a busy environment and must be able to prioritise telephone calls and workloads.
Hours of Work are 10 hours per week 4 days a week Every Monday 16:45 to 21:45 and every other weekend Saturday & Sunday 17:00 to 22:00 on both days
Please note this shift will fall sometimes on Christmas day Boxing day etc and the candidate would have to work that shift.
Working for our organisation
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Our values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job
Detailed job description and main responsibilities
To provide a prompt and professional Switchboard/call-centre service to all callers in line with office procedures, contributing to the overall efficient and effective running of the Switchboard function.
To transfer calls esfficently to correct departments and staff and supply general information on the Trust.
To manage all calls presented to Emergency Phones and call appropriate teams to respond via a bleep system.
For further details / informal visits contact:
Person specification
Experience
Essential criteria
1. Worked In a Switchboard / Call centre environment
2. Customer serviced based dealing with Public
Desirable criteria
3. Experience of NHS communication systems
Communication Skills
Essential criteria
4. Quick and accurate PC/keyboard and switchboard skills
5. Able and willing to deal effectively with a diverse range of customer enquiries.
Knowledge
Essential criteria
6. GCSE English and Maths at grade C or above, or equivalent
7. Excellent verbal and written skills with the ability to communicate effectively by phone, in writing and in person.
Desirable criteria
8. Knowledge of procedures to NVQ 3 or equivalent in customer services
Personal Characteristics
Essential criteria
9. Effective team player
10. Ability to cope with a high volume pressured environment.