Switchboard Operator

Imperial College Healthcare NHS Trust; Greater London; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Career development

Flexible working

Wellbeing

Cycle to Work

Car lease schemes

Season ticket loan

Onsite leisure facilities

Job summary

Imperial College Healthcare NHS Trust is seeking a focused Switchboard Operator for the Switchboard Team within the Patient Service Centre at Charing Cross Hospital in London. The role requires excellent communication, prioritisation and attention to detail, with NHS Call Centre experience preferred.

The successful candidate will handle high volumes of calls, provide information to patients and colleagues, and operate Liberty Agent systems and paging equipment in a fast-paced environment.

Qualifications

• Good educational standard of at least GCSE in English or Maths, or equivalent.
• Experience providing customer service in a busy environment.
• 12 months experience in a busy major acute NHS Trust switchboard setting.
• Experience of an NHS Call Centre setting.

Responsibilities

• Provide an efficient and friendly operator service within the department.
• Answer telephone calls promptly in line with the Trust’s standards.
• Provide non-clinical information to patients to enhance their experience.
• Communicate clearly with the public where there may be barriers to understanding.
• Operate Liberty Agent WorkStation and other telecommunications equipment efficiently.
• Operate paging systems (Multitone Access 3000) and adjust as required to ensure robust service.

Skills

Microsoft Office (Word, Excel, Outlook

Work under pressure

Liberty Agent WorkStation & Directory

Education

GCSE English or Maths

Tools

Liberty Agent WorkStation

Directory Manager

Multitone Access 3000

Job description

Fulfil your potential in hospitals that make history:

Charing Cross, Hammersmith, St Mary’s, Queen Charlotte’s & Chelsea and Western Eye.

With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.

We are an NHS Trust of approximately 16,000 people, providing care for over a million and a half patients from north west London and beyond every year.

We have a rich heritage and an ambitious vision for the future of our patients and local communities.

With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.

We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.

Job overview

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 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.

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.

Please note that if sufficient applications are received, this advert will be closed earlier than the stated date.

Main duties of the job

• 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.

Working for our organisation

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. Please talk to us at interview.

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 .

Detailed job description and main responsibilities

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.

For both overviews please view the Job Description attachment with the job advert.

Person specification

Education

• Good educational standard of at least GCSE in English or Maths, or equivalent

Experience

• Providing customer service to the general public.
• 12 months experience in a busy major acute NHS Trust switchboard setting.
• Experience of an NHS Call Centre Setting.

Skills

• 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.

Right to work

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on UK Visas and Immigration - GOV.UK

We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with general data protection regulation (GDPR).

Vacancy Closing Date

This vacancy may close before the current listed closing date.

Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.