Switchboard Administrator

East Suffolk and North Essex NHS Foundation Trust; Ipswich; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Generous pension scheme

Unsocial hours payments

27 days annual leave (pro rata)

NHS discounts

Staff Health and Wellbeing programme

Job summary

East Suffolk and North Essex NHS Foundation Trust is recruiting for a dedicated switchboard operator in Ipswich. You will join a 24/7 team, providing first line support to patients, public and staff and handling a fast-paced rota with night shifts and holidays.

You will answer and direct internal and external calls, act as a point of contact for emergencies, monitor alarm systems, and support Trust IT systems with incident escalation according to SLAs.

Qualifications

• Experience working in a healthcare switchboard or call centre preferred.
• Excellent communication skills and ability to work as part of a team.
• Willingness to work flexible shifts including nights and weekends.

Responsibilities

• Provide efficient first line switchboard support to patients, public and staff as part of a 24/7 rota.
• Receive and direct telephone calls both internally and externally.
• Act as the first point of contact for emergency calls and monitor emergency systems.
• Provide a 24 hr service for Fire/Intruder/Plant/Gas/Alarm systems and respond accordingly.
• Support Trust IT systems and escalate IT incidents per SLAs.

Skills

First line support

Telephone handling

Emergency call handling

Alarm monitoring

IT systems support

Tools

Switchboard software

ITIL basics

Job description

Working within a 24hr, 7 day a week department, you will be required to work both flexible and varied shifts over the 7 day period. This will involve both out of hours working, night duties and Bank Holidays so flexibility is paramount. There is no set shift pattern. To fulfil this post you will undertake 5 weeks 'on the job' training during which time you will be working a full 37.5 hour week until your training is complete. Your normal contracted hours will commence after this.

• To provide an efficient and courteous first line support service to patients, public and staff as a member of the Trust's Switchboard, which operates 24 hours every day by participating in the shift rota.
• To receive and direct telephone calls both internally and externally.
• To act as the first point of contact for emergency calls of all types (cardiac arrest, fire and emergency lines) and monitor and respond appropriately to all the Trust's emergency systems.
• To provide a 24 hr service to the Trust for the following services: Fire Alarms, Intruder Alarms, Plant/Gas Alarms, Bone Bank Alarms, Cook Chill Alarm & Lift Alarms. Administrators will action appropriate procedures when these alarms are activated.
• To provide support for Trust IT systems and applications, managing and escalating incidents in accordance with Service Level Agreements in conjunction with Trust support staff and third party support organisations.

We are looking for an enthusiastic and well motivated person to join our switchboard team at Ipswich Hospital.

You must demonstrate the ability to work as part of a close-knit team, show a commitment to providing the highest standard of service and possess excellent communication skills.

We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes. We are one of the largest NHS organisations in England, employing more than 12,000 staff. We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services. Our philosophy is thatTime Mattersto everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients. We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bringwhat'swidely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients. Find out about living and working here -www.youtube.com/watch?v=GkPu7HphU8A

• We offer a generous pension scheme
• unsocial hours payments (where applicable)
• 27 days annual leave on commencement (pro rata)
• access to a range of NHS discounts
• Our Staff Health and Wellbeing programme offer a variety of services