Detailed job description
and main responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert
Person specification
Qualifications
Essential criteria
1. Educated to NVQ Level 3, or equivalent experience.
2. Call Center/ Switchboard/ customer service experience
Desirable criteria
3. Advanced Telephony experience
Experience
Essential criteria
4. Experience of all aspects of procedures and practices in a busy Hospital environment
5. Experience of Windows based Console switchboards
6. Experience of Multitione and Swissphone paging systems
Technical Skills Competencies
Essential criteria
7. Effective communication skills
8. Ability to deal with customers in a courteous manner
9. Must be able to work within a team
10. Ability to impart knowledge to others
11. Ability to deal with emotionally stressful situations
12. Must be totally discreet
13. Capacity to work under pressure
14. Ability to develop effective working relationships
15. Computer literate with advanced keyboard/mouse skills – essential for speed and accuracy
16. Ability to provide & receive complex or sensitive information where there are barriers to communication
Knowledge
Essential criteria
17. Previously NHS experience, familiar with implementing emergency procedures
Desirable criteria
18. Comprehensive understanding of Switchboard procedures
19. Knowledge of Medical terminology
20. Good understanding of the working of NHS Hospital
Interpersonal skills
Essential criteria
21. Attention to detail
22. Ability to deal calmly with difficult callers and associated problems
Desirable criteria
23. Awareness of managing workplace stress and pressures
Other requirements specific to the role
Essential criteria
24. Ability to travel to work to undertake un-social hours Flexible approach to shift working
Personal Attributes
Essential criteria
25. Friendly and patient personality
26. Ability to adapt to shift work
27. Ability to work under pressure
Language Requirement
Essential criteria
28. Be able to speak English as necessary to undertake the role.