Switchboard Operator

Cardiff and Vale University Health Board; City of Westminster; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Career development

Flexible working

Wellbeing

Staff recognition scheme

Cycle to Work

Car lease

Season ticket loan

Leisure facilities access

Job summary

Imperial College Healthcare NHS Trust is seeking a Switchboard Operator for the central London base of the Switchboard Service at Charing Cross Hospital. The role is to handle high call volumes, provide courteous non-clinical guidance and maintain efficient communications.

Ideal candidates will have NHS Switchboard experience, good GCSEs, and the ability to work under pressure while using Liberty Agent Work Station and paging systems to ensure a fast, accurate, and cost-effective service.

Qualifications

• Minimum GCSEs in English or Maths or equivalent.
• At least 1 year NHS Call Centre/Switchboard experience preferred.
• Ability to handle high call volumes with courtesy and efficiency.

Responsibilities

• Provide efficient and friendly operator service within the department.
• Answer telephone calls promptly in line with the Trust's standards.
• Give non-clinical information to patients to improve their experience.
• Communicate clearly with the public where there are barriers to understanding.
• Operate Liberty Agent Work Station and paging systems to ensure a robust service.

Skills

NHS Call Centre/ Switchboard

Excellent communication

Administrative skills

Multitasking under pressure

Education

GCSE English or Maths

Tools

Liberty Agent Work Station

Directory Manager

Job description

The Switchboard Service based at Charing Cross Hospital is one of the nerve centres of healthcare provision in West London. It serves Imperial College Healthcare NHS Trust and Chelsea and Westminster NHS Foundation Trust. It handles on average 4000 calls per day and is a busy and exciting environment in this central location.,

• Provide of an efficient and friendly operator service within the department, ensuring that all patients are dealt with in a timely, respectful and efficient manner.
• Answer telephone calls promptly in line with the Trust's telephone standards.
• Provide non-clinical advice and information to patients to enhance their experience within the service.
• Communicate clearly, over the telephone, with members of the public where there may be barriers to understanding.
• Competently operate the pc based Liberty Agent Operator Work Station and any other supplied telecommunications equipment making full use of all its facilities to provide a standard and consistent level of service in an efficient and cost-effective manner.
• Competently operate current paging systems (Multitone Access 3000) (both normal & emergency). Make any necessary adjustments as required by the system or its users using the pc based system or the operator interface to ensure a fast, effective and robust service is maintained at all times., The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
  An opportunity has arisen to join the Switchboard Team at Imperial College Healthcare NHS Trust which is part of the Patient Service Centre. Ideal candidates should be well-organised and hardworking, with excellent communication and administrative skills.
• Ideally they should have at least 1 year NHS Call Centre/ Switchboard experience., The successful candidate will be able to demonstrate excellent communication, prioritisation and initiative skills, along with attention to detail. The ability to work under pressure is a must.
• Good educational standard of at least GCSE in English or Maths, or equivalent, Providing customer service to the general public.
• 12 months experience in a busy major acute NHS Trust switchboard setting., Working knowledge of Microsoft office, including word, excel and outlook.
• Ability to work under pressure and multitask.
• Able to operate Liberty Agent WorkStation and Directory Manager.
  At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

• Benefits include career development, flexible working and wellbeing, staff recognition scheme.
• Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share.

Environmental sustainability

Climate change and poor air quality is a health emergency that harms people's health and wellbeing and widens health inequalities. The Trust is also committed to reducing its impact on the environment by reducing our greenhouse gas emissions to Net Zero by 2045. All our employees have a role to play, and we have an active green network that supports staff to act in ways that ensures that our services are efficient, sustainable and reduce our impact on the environment www.imperial.nhs.uk/about-us/our-strategy/green-plan.