Overview
Switchboard Operator at Hampshire Hospitals NHS Foundation Trust. The closing date is 06 October 2025.
Main duties of the job
* Answering all calls, operating the switchboard, dealing with crash calls and other emergency situations.
* To provide high standards of customer service to internal and external agencies.
* Handle incoming calls effectively and efficiently in accordance with Trust procedures to provide a speedy, efficient, and courteous operation of the Hospital Switchboard, Bleep, Radio, Paging and Alarm systems.
* To work a rotating shift pattern to maintain coverage 24 hours a day, 365 days a year.
* Respond and participate to "Crash" calls, Fires, Bomb Threats, Major Incidents, Business Continuity Plans, and any other notified emergencies.
* Collating and updating the clinical and departmental on-call rotas.
* Monitor and action site alarm systems on a 24/7 basis.
* Security Systems - base radio with contact to onsite security, panic alarms that terminate in the Switch Room, responsibility of door access to hospital during out of hours.
* Fault reporting - reporting all faults to relevant supplier following internal investigation and triaging.
* Able to implement Switchboard backup system if required.
* Support in the continuation of the Switchboard operation if co-workers are absent.
* Have a good working knowledge of Microsoft Office Suite 365.
* Prioritise workload, use time efficiently and ensure timescales are met, often adjusting rapidly to changing priorities.
About us
Hampshire Hospitals NHS Foundation Trust (HHFT) provides hospital services to around 570,000 people living in Hampshire and parts of West Berkshire, and specialist services to patients from all over the country. We deliver a full range of district hospital services in a variety of locations.
Job responsibilities
Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.
Person Specification
Other Specific Requirements
* Restriction of activity due to Switchboard demands
* Telephone headset to be worn whilst on telephone duties
* Flexibility with working hours to cover extra hours by agreement
* Be contactable to cover shifts at short notice or in a major incident
* Must be willing to undertake shift work on a 24 hour basis including weekends, bank holidays and across both sites
Training & Qualifications
* Good level of Education or equivalent work experience
* Good keyboard and Computer skills
* Certificate in Effective Customer Care
* Knowledge of Data Protection Act
Experience & Knowledge
* Good customer care awareness
* Dealing with members of the public
* Experience of working in a customer service based environment
* Telephone Skills
* Prioritisation of workload
* Working to and meeting deadlines
* Knowledge of Trust and its policies and procedures
* Call Centre/Helpdesk/
* Switchboard Environment
Skills & Ability
* Ability to learn in-house switchboard related systems
* Excellent communication skills both written and verbal
* Good retention of knowledge and information
* Ability to pick up processes quickly
* Adheres to policies and procedures
* Can remain calm under pressure
* Good organisational skills
* Ability to multi-task and stay focused
* Must be accurate
* Ability to work well unsupervised, independently and within a team
* Adaptable and able to adjust to unpredictable working patterns
* Shows initiative within given boundaries
* Self-motivating
* Ability to act positively in all situations
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.
Employer name
Hampshire Hospitals NHS Foundation Trust
Address
£24,937 to £26,598 a year (Enhancements paid for weekend and night shifts)
Contract
Permanent
Working pattern
Full-time
Reference number
251-CORP9524-SWO-A
Job locations
Winchester and Basingstoke (two sites)
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