Band 3 Switchboard Operative

Birmingham Community Healthcare NHS Foundation Trust; Birmingham; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Full NHS terms and conditions

Comprehensive training package

Supportive team environment

Job summary

Birmingham Community Healthcare NHS Foundation Trust is seeking a Switchboard Operative to join the Facilities team at Moseley Hall Hospital. You will handle inbound calls, route queries, and support staff with accurate information and access to key numbers.

Role includes outbound calls when needed, understanding healthcare terminology, and following Trust procedures for emergencies. Comprehensive training and supportive supervision accompany the role.

Qualifications

• GCSE or equivalent qualification.
• NVQ Level 2 in Customer Service or equivalent experience.
• Experience with Microsoft Office.
• Experience of working within a team.
• Experience of logging calls.
• Experience of working in Switchboard.

Responsibilities

• Answer inbound calls in a courteous manner and re-route as needed.
• Undertake outbound calling for Trust staff when required.
• Understand the organisation’s functionality to ensure accurate connections.
• Minimise recall and provide relevant direct dial numbers.
• Maintain and communicate site telephone lists and on-call numbers.
• Respond to emergencies following Trust policies and recording processes.

Skills

Communication at all levels

Teamwork

Call logging

Switchboard experience

Problem solving

Education

GCSE

NVQ Level 2 in Customer Service or equivalent

Tools

Microsoft Office

Job description

Find out more about applying to join Team BCHC.

Join our team

Community services are a key part of the NHS of the future. Be part ofthat future now.Join us and help achieve better care andhealthier communities.

We are looking to appoint one Switchboard Operative within our Facilities team at BCHC Foundation Trust. The vacancy will be based at Moseley Hall Hospital.

You will receive a comprehensive training package and support, working with the team, the team leader and your line manager.

We are looking for forward thinking and innovative individuals with a passion for helping others in an organisation dedicated to making people well.

Main duties of the job

Main Duties

1. Answering inbound calls in a responsible and courteous manner, monitoring progress, and re-routing appropriately if extension is engaged or not available, offering assistance or advice in accordance with Departmental call answering standards.

2.Undertaking outbound calling for Trust staff when required, applying departmental and audit recording process.

3. To develop and have an understanding of the organisation’s functionality including Departments’ working practices and medical terminology to ensure accurate connection and assistance to callers is given.

4. Minimise and actively reduce recall for customers, offering Direct Dial telephone numbers or any other relevant information.

5. Responsible for site telephone lists / on call numbers / bleep numbers are kept up to date and communicated across the Trust.

6. Responding to all Emergencies including Cardiac Arrest and Fire Initiating Emergency procedures in accordance with Trust Policies and Procedures, applying Departmental recording and reporting processes.

Working for our organisation

IMPORTANT

• Please ensure you check your TRAC account regularly as this is how we will communicate with you during the shortlisting and selection process.
• Please ensure all sections of the application form are completed fully. Please particularly ensure that you provide full details of all referees including BUSINESS EMAIL ADDRESS, telephone contact details and postal address.

Be Part of Our Team...

Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognized West Midlands Rehabilitation Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

If you want to ‘Be Part of Our Team’ and work with a Foundation Trust which is continuously striving for better care and healthier communities, we want to hear from you.

Detailed job description and main responsibilities

For further details on the main responsibilities, please see the attached job description and person specification.

Qualifications/Training

• GSCE
• NVQ Level 2 Customer Service or equivalent Experience
• Experience of Microsoft Office
• Experience of working within a team
• Experience of logging calls
• Experience of working in Switchboard

Skills/Knowledge

• Be able to communicate at all levels
• Ability to mentor and develop me staff
• Ability to co-ordinate and conclude emergency sitauations
• Ability to be proactive and think creativity
• Self motivating with a flexible approach to work and ability to work independently
• Ability to manage difficult/conflicting situations where negotiation is required

In accordance with UK Home Office requirements, Band 2 clinical and non-clinical roles and Band 3 Non-Clinical roles are not eligible for sponsorship.

Please note that the majority of non-clinical roles (Agenda for Change Band 3 - 6) with the exception of those which appear on this list - link , will not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates to work in the UK.

All non-clinical roles (Agenda for Change Bands 7 - 9) that meet the prescribed skill level (RQF 6) and salary threshold will be eligible for sponsorship.

The Trust will accept applications from candidates who can evidence their right to work in the UK or via alternative visa routes.

Disability Confident Employer and Guaranteed Interview Scheme

BCHC offers a guaranteed interview to any candidate who is Disabled, Neurodiverse, has a hidden or long term health condition as recognised under the Equality Act 2010, providing they meet the essential criteria of the job role, as set out in the person specification. We encourage applicants to submit their applications and to request any reasonable adjustments where required.

Equality, Diversity and Inclusion

As part of our ongoing commitment to being a Great Place to Work, we actively foster and support a workplace culture that is inclusive and equitable for all staff, patients and service users.

We are dedicated to creating an inclusive environment where everyone feels welcomed and valued. We encourage applications from individuals of all backgrounds, including those with diverse abilities, experiences, and perspectives.

We are also dedicated to supporting the career progression of colleagues from underrepresented backgrounds into this role and more senior roles within the Division and the wider organisation.

Promoting Workforce Equality

In response to data held by BCHC which demonstrates that individuals from particular protected characteristics are under‑represented, BCHC are striving to redress these imbalances. In order to do this, the Trust is committed to the employment and career development of individuals with these protected characteristics. As part of this commitment and given this under‑representation, the Trust guarantees an interview to any applicants from under‑represented groups for positions at Band 8a and above whose application meets the essential criteria for the post as detailed on the Person Specification.

The Trust is currently under‑represented in terms of people who identify as Black, Minority Ethnic (BME) and welcomes applicants from these communities. Selection will be on the basis of merit. In order to ensure the diversity of our workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

DBS Costs

Please be aware that all new employees starting work with the Trust will be charged for the cost of their DBS check if it is required for the role. The cost will be deducted from your salary in 3 payments over a 3-month period once you start employment. By applying for this role, you are agreeing to these deductions being made. The charges for the DBS include the administration fee. The total costs are £26.40 for a standard check and £54.40 for an enhanced check. The level of check will be determined by the post you are applying for. For bank Workers the full cost of the DBS check (as detailed above) will be deducted from your pay following completion of your online mandatory training. No payment will be made for your online training until it is all complete and verified by the Temporary Staffing Team. Please note: You will not be able to work any bank shifts until you have completed your mandatory training, and your DBS is in place.

Flexible Working

Birmingham Community Healthcare NHS Foundation Trust (BCHC) supports a variety of flexible working practices and, where possible (given our range of services and community settings) dependent upon the requirements associated with the role, will actively consider requests made and support these where practically possible. This may include hybrid patterns of working to enable colleagues to request the flexibility of a mixture of home/base working.

In accordance with the NHS People Promise, the Trust is committed to facilitating a healthy work/life balance that is essential to health and wellbeing and to making BCHC a ‘Great Place to Work’. We will be happy to discuss and consider all requests relating to working patterns and hours at your interview so please do ask!

Birmingham Community Healthcare NHS Foundation Trust acknowledges Artificial Intelligence (AI) or Generative AI (GenAI) tools such as ChatGPT, Claude, Copilot, Gemini etc; are powerful tools that can help you in various stages of your job application and how they can be used in certain circumstances during your application process with BCHC. You can read more about acceptable use on our internet pages here

Benefits of working for us:

• Full NHS terms and conditions including extensive holidays, Agenda for Change pay with enhancements
• Attractive relocation payment if you relocate to the local area.
• Discounts for local and national retailers
• Dedicated well-being services for all employees
• Flexible working where possible

Employer certification / accreditation badges

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.

Our patients and their carers and families are the reason we're here, so we want to hear your views about the Trust and our services.