Overview
Receptionist/Switchboard – Great Western Hospital – Part time - 12 hours per week – 9 Month Fixed Term Contract – Salary £24,465.00 per annum, pro rata, plus Serco benefits
Main purpose
To provide a timely and effective 24 hr switchboard/Helpdesk & emergency service to the client ensuring that the service meets and exceeds the requirements of the service level specification.
Main Accountabilities
* Connect and transfer internal and external calls in accordance with the criteria in the service specification.
* To operate the Bleep system and emergency phone system to ensure that all emergency teams and Major Incidents are actioned according to current Trust and operational policies and procedures.
* Follow the Trust's procedures for replacing faulty and lost bleeps both in and out of hours.
* Ensure complete understanding of the Major Incident Plan to be able to respond in line with current processes and procedures.
* Manage the emergency systems and alarms (Fire and BMS) to ensure that in the event of an alarm the appropriate teams are notified to take corrective action
* Maintain the On-call listing for doctors and key staff as notified by the Trust
* Ensure that the information gained through the performance of the role is treated in strictest confidence in line with current company, Trust and legal requirements.
* Assist in the development, implementation and maintenance of admin systems issued by Trust I.T that positively contribute to the effective and efficient management of information and records.
* To be responsible for your Workstation and the general housekeeping of your working environment.
* To train new staff in all the above as and when required
* Cover Helpdesk duties as follows
* Receive and process face to face requests to ensure the timely and effective completion of work in accordance with the service level specification.
* Ensure that the relevant information is logged into the CARPS database to enable the accurate transfer of information to the appropriate department. Provide the department with a task number.
* Follow Helpdesk procedures and ensure they are regularly maintained for any new procedures or amendments to existing procedures.
* Responsible for the production, issue and receipt of Keri Security access badges within a 24-hour timeframe.
* To process all car parking intercom queries and log any faults with the barriers/machines.
* Ensure all know locum doctors are given the relevant information required to them as requested by the Trust before they start their duties.
* Ensuring Contractors/visitors sign in correctly with relevant paperwork.
What you will need for the role
* GCSE standard or equivalent standard of general education, Maths and English to GCSE level
* Desirable use of a switchboard system or call centre
* Good verbal and written communication skills
* Computer literate (Microsoft office)
* Customer focussed
* High degree of attention to detail
* Ability to function in a pressurised environment
* Able to manage competing priorities
* Ability to work effectively as part of a team
* A motivated self-starter with commitment and enthusiasm
What we offer
* Salary: Competitive salaries with annual reviews.
* Pension: Up to 6% contributory pension scheme.
* Holidays: 25 days' annual leave plus bank holidays.
* Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
* Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
* Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
* ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
* Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
* Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.
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