Job overview
The post holder will
Provide a friendly sympathetic and efficient operator service to the Trust, its
Staff, Patients, visitors and members of the public.
Action the emergency bleep protocol as required
Escalate Estate alarm systems
The Switchboard provides a 24/7, 365-day service across the trust. To ensure a
professional first line operator service to members of staff and to the public.
Main duties of the job
Provide a comprehensive telephony service, implementing the agreed telephone
greeting for all incoming and outgoing calls.
Transferring all incoming and outgoing calls to the relevant departments, wards,
etc. across the boroughs.
To manage the internal Emergency telephones and be fully conversant with allTrust Emergency procedures, alerting the appropriate team and accurately documenting all emergency calls / incidents. Ensuring that the correct procedures are carried out in the event of all Emergency (2222) calls. Lift entrapments, Major Incident notifications.
To receive Major Incident calls and activate plan. Liaise with Emergency Planning Liaison Officer, senior manager on call and Site Practitioner and to take directions where necessary
Prepare Dr’s and managers on call daily rotas and change where applicable.
Assist the Night Co-Ordinator’s and On Call Managers across the trust, directing calls and information where necessary.
Respond to security alerts from all the ESTH site premises in accordance with procedures, liaising with our security provider and with the police and on call managers. Contact security provider and site information to assist in a speedy response.
Please review job description for further information about the main duties for this job.
Working for our organisation
St George’s, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey. Our sites include St George’s Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Detailed job description and main responsibilities
The post holder will
Provide a friendly sympathetic and efficient operator service to the Trust, itsStaff, Patients, visitors and members of the public.
Action the emergency bleep protocol as required
Escalate Estate alarm systems
The Switchboard provides a 24/7, 365-day service across the trust. To ensure a professional first line operator service to members of staff and to the public.
Person specification
Qualifications
Essential criteria
1. Minimum of 5 GCSE’s, including English or demonstrable experience.
2. Basic qualification on introduction to computing and keyboard skills
Desirable criteria
3. Qualifications in Call Handling or Call Centre working or similar.
4. NVQ 2 Administration. ECDL. BT Telephony training
Experience
Essential criteria
5. Experience working within a team professionally or recreationally
Desirable criteria
6. Experience in customer facing roles
7. Experience in previous telephone based roles Experience in a healthcare setting
Knowledge
Essential criteria
8. Previous experience of working in a customer focused service.
9. Knowledge of office procedures
10. Previous experience of working on a switchboard/call centre or reception environment
11. Microsoft Office applications
12. Keyboard Skills
13. Understanding of confidentiality issues/ data protection
14. Ability to adapt to changing demands
15. Flexibility of working times and hours in line with service requirements
Desirable criteria
16. Experience of working within the NHS or related healthcare
17. Experience of working with mental health clients
18. Knowledge of Mental Health issues
Skills
Essential criteria
19. High level of verbal communication skills
20. Knowledge & awareness of diversity and human rights
21. Ability to communicate effectively to ensure high standards of care, treatment, service or support
22. Able to provide a customer focused service
Desirable criteria
23. Negotiating skills Ability to act positively in all situations
Your recruitment team
The NHS South West London Recruitment Hub is your dedicated recruitment team, here to support you at every stage of the process. If you have a query, please contact us:
E:
Your application
Please ensure your supporting statement clearly reflects the job description and person specification, as shortlisting will be based on these criteria.
Please refer to the latest UKVI guidance and ensure you have the appropriate right to work before applying for this role.
Use of Artificial Intelligence
We kindly ask that you avoid using AI tools to draft your application. We value authentic, individual responses that reflect your own experience and communication style.
References
Please provide a minimum of 3 years’ employment and/or education history, including professional email addresses (not personal accounts such as Hotmail or Gmail). If you cannot provide these, please inform the interview panel to avoid delays in pre-employment checks.
Closing date
To help us manage recruitment efficiently, some vacancies may close early once we have received a sufficient number of applications.
Shortlisting
If you are successfully shortlisted, you will be contacted by email or SMS from the South West London Recruitment Hub. Please check your registered TRAC email regularly.
Application feedback
If you do not hear from us within four weeks of the closing date, please assume your application has not been successful on this occasion.
Safeguarding and DBS Checks
We are committed to safeguarding children and vulnerable adults. For roles with direct access to these groups, an Enhanced Disclosure and Barring Service (DBS) check will be required. All staff are expected to understand and uphold their safeguarding responsibilities as part of their role.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
This vacancy may have an application cap, so please apply promptly to avoid disappointment. Ensure your supporting statement clearly shows how you meet the job specifications.
Documents to download
Further details / informal visits contact
NameJose VarelaJob titleSwitchboard Team LeaderEmail addressTelephone number02082964314Additional information
For further information regarding the specific part time vacancies available and the required shift patterns and / or days of work and hours of work please contact the Switchboard Team Leader Jose Varela on the above contact details to discuss this further if required.