Receptionist/Switchboard Operator

NHS; Gateshead; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare organization in Gateshead seeks a Facilities Helpdesk/Reception professional to manage ID badges, provide responsive switchboard services, and assist patients and staff. Candidates should have experience in fast-paced, customer-oriented environments, particularly within an NHS switchboard context. The role demands excellent communication skills, independence, and teamwork. Flexibility and the ability to manage one's workload with minimal supervision are essential for success in this position.

Qualifications

• Experience working in a fast paced, customer orientated, reception environment.
• Experience within an NHS switchboard environment.

Responsibilities

• Timely issue and replacement of staff ID badges.
• Maintain access control register.
• Process staff bus pass applications.
• Raise stock requisitions to order office supplies.
• Deal with internal and external calls courteously.

Skills

Excellent telephone manner

Ability to work independently

Use of databases

Job description

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.

Main duties of the job

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).

About us

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.

Previous applicants need not apply.

Job responsibilities

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.

Person Specification

Knowledge

• Excellent telephone manner
• Ability to work independently and use initiative, while being part of a team.
• Use of databases
• Knowledge of paging systems
• Knowledge of hospital switchboards

Experience

• Experience working in a fast paced, customer orientated, reception environment
• Experience within an NHS switchboard environment

Qualifications

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.