Job overview
HHFT Switchboard are looking for people with good communications skills with an empathetic to work shifts providing operators to Hampshire Hospitals NHS Foundation Trust covering two sites in both Winchester and Basingstoke. The successful applicant will support services including call handling, alarm management and providing the first response to ‘crash calls’ by initiating the request for responders to the incident.
The Switchboard is a pivotal service providing the resources to communicate effectively and are the first point of contact for both internal and external calls. You would be working with a team supporting a 24/7 rota which incorporate early, late and night shifts.
We are looking for someone with excellent interpersonal skills and a calm, positive attitude. Switchboard experience would be an advantage but
not necessary. It is important that the candidate can demonstrate they are to multi-task and work under pressure.
Main duties of the job
1. Answering all calls, operating the switchboard, dealing with crash calls and other emergency situations.
2. To provide high standards of customer service to internal and external agencies.
3. 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.
4. To work a rotating shift pattern to maintain coverage 24 hours a day, 365 days a year.
5. Respond and participate to “Crash” calls, Fires, Bomb Threats, Major Incidents, Business Continuity Plans, and any other notified emergencies.
6. Collating and updating the clinical and departmental on-call rotas.
7. Monitor and action site alarm systems on a 24/7 basis.
8. 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.
9. Fault reporting – reporting all faults to relevant supplier following internal investigation and triaging.
10. Able to implement Switchboard backup system if required.
11. Support in the continuation of the Switchboard operation if co-workers are absent.
12. Provide general administration duties.
13. Have a good working knowledge of Microsoft Office Suite 365.
14. Prioritise workload, use time efficiently and ensure timescales are met, often adjusting rapidly to changing priorities.
Working for our organisation
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.
Detailed job description and main 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
Essential criteria
15. Restriction of activity due to Switchboard demands
16. Telephone headset to be worn whilst on telephone duties
17. Flexibility with working hours to cover extra hours by agreement
18. Be contactable to cover shifts at short notice or in a major incident
19. Must be willing to undertake shift work on a 24 hour basis including weekends, bank holidays and across both sites
Training & Qualifications
Essential criteria
20. Good level of Education or equivalent work experience
21. Good keyboard and Computer skills
Desirable criteria
22. Certificate in Effective Customer Care
23. Knowledge of Data Protection Act
Experience & Knowledge
Essential criteria
24. Good customer care awareness
25. Dealing with members of the public
26. Experience of working in a customer service based environment
27. Telephone Skills
28. Prioritisation of workload
29. Working to and meeting deadlines
30. Individual decision making
Desirable criteria
31. Knowledge of Trust and its policies and procedures
32. Time management skills
33. Call Centre/Helpdesk/
34. Switchboard Environment
Skills & Ability
Essential criteria
35. Ability to learn in-house switchboard related systems
36. Excellent communication skills both written and verbal
37. Good retention of knowledge and information
38. Ability to pick up processes quickly
39. Adheres to policies and procedures
40. Can remain calm under pressure
41. Good organisational skills
42. Ability to multi-task and stay focused
43. Must be accurate
44. Ability to work well unsupervised, independently and within a team
45. Adaptable and able to adjust to unpredictable working patterns
46. Shows initiative within given boundaries
47. Self-motivating
Desirable criteria
48. Negotiating skills
49. Ability to act positively in all situations