Receptionist/Switchboard

Serco Limited; Cheltenham; On-site; GBP 20,000 - 25,000; Part time

Job summary

A leading service provider in Cheltenham seeks a part-time Receptionist/Switchboard operator to deliver a reliable switchboard and helpdesk service at Great Western Hospital. Key responsibilities include managing internal and external calls, operating the emergency phone system, and maintaining important records. Candidates should have GCSE-level education in Maths and English and strong communication skills. This role offers competitive pay and numerous benefits including a pension scheme, training opportunities, and employee discounts.

Benefits

Competitive salary

Pension scheme

25 days annual leave plus bank holidays

Employee Assistance Programme

Discounts at retailers

Paid volunteering day

Qualifications

• GCSE standard or equivalent in general education.
• Desirable use of a switchboard system or call centre.
• Ability to function in a pressurised environment.

Responsibilities

• Provide timely and effective switchboard/Helpdesk service.
• Connect and transfer internal and external calls.
• Operate the emergency phone system.

Skills

Verbal communication

Written communication

Customer focus

Attention to detail

Teamwork

Education

GCSE standard or equivalent in Maths and English

Tools

Microsoft Office

Job description

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.