Receptionist/Switchboard Operator

QE Facilities; Gateshead; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare facilities provider based in Gateshead is looking for a Facilities Helpdesk/Reception role. The successful candidate will manage reception duties, coordinate ID badge issuance, and ensure smooth switchboard operations. Responsibilities include addressing parking queries and operating emergency protocols. This position requires proactive judgment and strong communication skills to assist both staff and visitors effectively. Previous experience in a similar role is preferred.

Responsibilities

• Assist with reception duties including ID badges and access control.
• Provide switchboard operator service dealing with all calls.
• Help resolve parking issues for staff and visitors.

Skills

Decision-making on job-related issues

Judgment in dealing with inquiries

Ability to follow instructions

Use of initiative

Demonstrated flexibility

Incident reporting

Office software proficiency

Workload management

Job description

Responsibilities

Undertake Facilities Helpdesk/Reception duties, including but not limited to arranging ID badges and access control for staff and external contractors, assisting with travel requests, maintain parking permit database and deal with staff and patient/visitor car parking queries. Provide an efficient and responsive switchboard operator service, dealing with internal/external routine and emergency calls in a prompt and courteous manner, operating the hospital paging system, monitoring and responding to alarms within the switchboard area.

• Timely issue and replacement of staff ID badges.
• Maintain access control register, arranging required access in line with approvals.
• Process staff bus pass applications and renewals, ensure invoices and credits are correct and payments are made in a timely manner.
• Raise stock and non-stock requisitions via relevant system to order office equipment and materials.
• Extract information from BT portal for recharging.
• Maintain parking permit database, assist with queries from staff, patients and visitors and help rectify issues.
• Assist patients and visitors with directions and help resolve any issues raised.
• Deal with internal and external phone calls in a prompt and courteous manner, use Careflow and other systems to direct callers to correct location.
• Deal with emergency calls, contacting hospital staff on and off site as and when required.
• Operate the hospital paging system (cardiac arrests, major incidents, trauma, fire calls, etc).

References

All references from current and previous employers will be sought and MUST cover a minimum of 3 years employment or education references covering 3 years. If you have gaps you will be required to provide character references. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment or education references covering 3 years. Where possible this should be from two separate employers. Failure to complete this section may result in your application not being processed.

Skills & Competencies

• Ability to make straightforward decisions on job-related issues as an individual and as part of the wider team.
• Exercises judgement when dealing with enquiries, analyses information to resolve problems.
• Follow site assignment instructions and carry out scheduled tasks as detailed (daily/weekly and periodic).
• Ability to use own initiative in response to variations in work routine seeking support as necessary.
• Demonstrate flexibility in terms of work area, and shift pattern to meet the needs of the service.
• Ability to record and elevate serious incidents to appropriate managers.
• Office based, using PC / VDU / software packages, keyboard work.
• Manages own workload with minimal supervision.

About the Organisation

QE Facilities (QEF) is a wholly owned subsidiary company of Gateshead Health NHS Foundation Trust (GHNT), based in the North East of England. We provide a range of non-clinical services to GHNT and other NHS organisations. Our services include: estates, facilities services, procurement, medical engineering and devices, endoscopy decontamination and sterile services, transport, out-patient pharmacy, and prevention & management of violence & aggression training (PMVA). In addition we provide consultancy services, advising clients on all aspects of establishing a subsidiary company within an NHS body to the provision of VAT compliance advice. QE Facilities work to their own Terms and Conditions and these are not the same as Gateshead Health NHS Foundation Trust Terms and Conditions. This is not an Agenda for Change Pay Rate. We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement. Gateshead Health NHS Foundation Trust is a smoke free organisation in line with Smoke Free Gateshead.