Job overview
The post holder’s responsibilities will include the provision of a robust Trust wide switchboard, meeting the needs of customers in line with the provisions of the IT Service Level Agreements (SLA) with the Trust.
The IT Switchboard services fall within the IT Service Management Department of IT which follows the ITIL standard of Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both externally and internally for the Trust.
The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships.
To work, as required, to the Trust shift pattern. To work providing a non-judgemental courteous and efficient service to clients, their families, outside agencies and other callers to the Trust. To receive and direct telephone calls both internally and externally and to assist managers and supervisors in the training of new staff.
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.
Main duties of the job
To provide robust IT Switchboard and Estates & Facilities support, meeting the needs of customers. Ensuring that data recorded on the IT Service Desk and Estates & Facilities systems are complete, accurate, valid and timely.
Updating the comments of actions to resolve logged calls as required to logs assigned.
Ensuring that all data items are recorded in the Service Desk and Estates & Facilities application and in any supporting documentation, record keeping.
Adherence to all Trust Policies and Procedures, National Procedures and National Legislation including the Data protection Act and Misuse of Computers Act.
Liaison with outside contractors and other staff. Liaison with Estates & Facilities staff and their contractors.
Working for our organisation
1. Flexible working
2. As one of the few Trusts in London we are proud to offer flexible working as part of our
3. new ways of working, and we are happy to talk flexible working at the interview stage.
4. In this role you will be able to work Monday to Friday in the time frames from 8amto
5. 6pm,giving you the very best of good work life balance.
Detailed job description and main responsibilities
Key Responsibilities:
To receive internal and external calls in a clear, calm and pleasant telephone manner providing a courteous and efficient service for the Trust. Responding to telephone enquiries from clients, relatives, the public and staff Trust wide and despatch them sensitively and non-judgementally to the correct destination.
To act as call centre for all emergency, including 999 calls, bleeps, District Nurses, on call senior staff for SLaM, Lambeth and Lewisham PCT, Rapid Response Team and Community Mental Health ON Call Nurses To maintain accurate records of courier’s taxis, post, international and emergency calls when booked.
To work as part of a team, providing cover during sickness and annual leave absence to ensure the efficient and seamless provision of IT Switchboard Services.
To assist with the training of all new staff
Report faults with external and internal lines and in the event of system failure ensure emergency standby procedure is put in place.
Provide directory enquiries for Trust by use of BT Disc, internet Google or paper directories
Update ‘On Call’ data and call sheets for all ‘On Call’ data personnel
Liaise with Medical Personnel and Postgraduate Department on staff appointments
Assist with updating database information as required by the trust.
Undertake training and development programmes as required
Always provide a high-quality service.
To be aware of all relevant new guidance, policies and procedures and communicate any feedback via the IT Switchboard Supervisor as appropriate
Maintain the highest standards of confidentiality for IT Switchboard customers and staff information.
Any other tasks as defined by the IT Switchboard Supervisor
Always Work within the requirements of the Trust policies especially:
Health & Safety, Fire Regulations and Procedures, Security and Care of Property, Respect and Confidentiality
Equal Opportunities Policy, Data Protection Act, Roles and Responsibilities
Communications and Working Relationships:
Internal
All levels within the Trust from Board Level down
External
Service Users, External Suppliers and contractors, Colleagues in local Trusts, HA’s, Social Services departments, institute of Psychiatry, etc. Emergency Services
Assist in the establishment of effective communication on all aspects of user support between other IT
Switchboard function and the wider business
Negotiate with users, including clinicians and managers
Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.
Human Resources
Regular supervision 1-2-1/team meetings
Knowledge Transfer and participation in workshops/training
Planning
Assist in predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service
Assist in developing and maintaining standards of ITIL compliance
Delivery of Service
To deliver IT Switchboard Services to the Trust taking ownership and resolving requests in line with policy, procedures, SLA and OLA requirements
Assist in knowledge transfer, Training materials, documentation and processes
Collaborative Working
Liaise with managers and peers on IT Services
IT Security
Report and record breaches of security to the Trust’s Data Protection and IT Security Lead
Other
Provide support to staff within different functions of the IT Department
Assisting in the maintenance of documentation
The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder.
Person specification
Qualifications
Essential criteria
6. Educated to GCSE standard or equivalent including English and Maths (A)
7. Intermediate Word, Excel, Outlook (A)
8. Professional Qualification to NVQ Level 2 or equivalent (A)
Experience, Knowledge and Skills
Essential criteria
9. Relevant experience of working in a Switchboard environment (A/I)
10. Experience of working as part of a team in a user focussed service environment (A/I)
11. Experience of working in a logical and organised manner as part of a team (A/I)
12. Experience of working unsupervised (A/I
13. Customer service awareness / experience (A/I)
14. Knowledge of experience of working in a high pressured front line environment (A/I)
15. Experience of working on a busy Switchboard (A/I)
16. Experience of working in a large complex organisation (A/I)
17. Experience of working within the NHS (A/I)
18. Experience of using Switchboard Software (A/I)
19. knowledge of Racial Awareness/Diversity Training (A/I)
20. Awareness of Mental Health Issues (A)
21. Knowledge of working procedures and practices for the provision of telephone services and technical systems.
22. Demonstrate an excellent command of the English Language (I)
23. Good Telephone manner – courteous and understandable (I)
24. Good Literacy/numeracy skills (A/I)
25. Excellent verbal and written communication skills to be able to deal effectively with clinical staff, managers, clients, members of the public and other customers of the IT and Estates % Facilities functions (A/I)
26. Ability to produce clear and concise written records (A/I)
27. Good level of computer/keyboard skills and the ability to learn new computer skills
28. Ability to communicate routine information
29. Ability to placate difficult callers ability to overcome language difference (A/I)
30. Ability to prioritise a varied workload (A/I)
31. Proven administrative skills (A/I)
32. Understanding of Data Quality Issues (A/I)
33. A clear understanding of policies and procedures and national legislation relating to the maintenance of IT Service User/patient confidentiality
34. Ability to demonstrate a strong communication to Equal Opportunities and Sex Discrimination Acts
35. Ability to store data using computer based data entry systems: update directory and compile bleep contact address book
36. Ability to keep accurate records both electronic and manual
37. Ability to collate figures
Desirable criteria
38. Ability to speak a second language
39. Telecommunications training