Switchboard Operator

Liverpool University Hospitals Nhs Foundation Trust; Liverpool; On-site; GBP 12,000 - 18,000; Full time

Job summary

Liverpool University Hospitals NHS Foundation Trust is seeking a Telephonist to join the switchboard team. The post involves handling emergency and routine calls, operating paging and IT systems, and supporting the 24/7 service across our hospitals.

The ideal candidate will be able to work under pressure, with NHS terminology experience and a collaborative approach. The role requires flexibility, good communication, and reliability to ensure patient and staff welfare across Aintree University

Qualifications

• Educated to GCSE or equivalent.
• Demonstrable experience as a Telephonist/call centre staff /helpdesk staff
• Excellent IT skills with knowledge and experience of Microsoft products
• Be able to work under pressure in a sensitive environment
• Be able to make decisions

Responsibilities

• Answering calls daily handling queries quickly and efficiently using bespoke software packages to do so.
• Manning hospital emergency call line and liaising with correct emergency teams.
• Upkeep and maintenance of hospital paging system. Monitor and report critical gas alarms for repair.
• Report lift entrapments and liaise with those entrapped.
• NWAS Northwest Ambulance booking service

Skills

Telephone handling

IT literacy

Microsoft Office

Teamwork

Education

GCSE or equivalent

Tools

NHS software

Job description

Job summary

We are looking for an enthusiastic individual to join the team.

We are offering one 15 hour post

you will be working according to the needs of the service. Previous roles in a similar environment preferential as we are looking for someone who has an understanding of NHS terminology and structure. You will need to have experience working under pressure and work part of a team.

The department operates on a 24/7 service including all bank holidays and weekends, so flexible approach to work is required.

Main duties of the job

Answering calls daily handling queries quickly and efficiently using bespoke software packages to do so.

Manning hospital emergency call line and liaising with correct emergency teams.

Upkeep and maintenance of hospital paging system. Monitor and report critical gas alarms for repair.

Report lift entrapments and liaise with those entrapped.

NWAS Northwest Ambulance booking service

About us

Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.

We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond.

For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

Job responsibilities

• Responsible for emergency calls and keeping associated records, Cardiac Arrest, Fire, Bomb, Major Incident
• Operating internal and external paging systems for on-call staff and keeping associated records.
• Operating alarm systems and keeping associated records.
• Reception and general clerical duties
• Updating patient information
• Re-booking patient appointments
• Patient search/enquiries
• Booking transportation
• Reporting telephone faults to the Communications Supervisor
• Operating the taxi system and keeping associated records.
• Responsible for maintaining a clean and tidy work station.
• Other appropriate duties as allocated by the supervisor/manager.
• Where staff absences or lateness for work would cause the switchboard to be unmanned it is the requirement that the Telephonist on duty remains to cover the switchboard until relief is available.
• In the event of an emergency it may be necessary to require staff to remain on duty to provide sufficient cover on the switchboard to handle the emergency.
• Staff may be requested from time to time to work over and above those hours within their contract to help cover absences of other members of staff.

Person Specification

Qualifications (Essential)

• Educated to GCSE or equivalent

Qualifications (Desirable)

• NVQ level 2 in customer service or equivalent

Experience (Essential)

• Demonstrable experience as a Telephonist/call centre staff /helpdesk staff
• Excellent IT skills with knowledge and experience of Microsoft products
• Able to work under pressure in a sensitive environment
• Be able to make decisions

Experience (Desirable)

• NHS experience

Knowledge (Essential)

• Self-motivated and able to work with limited supervision
• Manage/prioritise own work load

Knowledge (Desirable)

• Knowledge of medical terminology
• Hospital knowledge and experience

Skills (Essential)

• Computer and keyboard skills
• Clear verbal communication skills
• Excellent listening skills/ability to interpret requirements
• Microsoft Word, Outlook, Excel
• To have an organised and systematic approach to tasks
• Able to work under pressure
• Ability to use phone/headphones and keyboard simultaneously

Other (Essential)

• Work well using own initiative and within a team
• Able to cover any duty including early & late shifts/weekends/bank holidays/nights and also emergency cover

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. Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).