Switchboard Operator

Job Summary

This is an exciting opportunity to join the Estates and Facilities team as a Switchboard Operator.

This will be mainly based at the Queens Medical Centre; however, you will be required to work from the City hospital from time to time.

The role itself is an Annualised hours contract of 1134 hours.

We are looking for someone who has a flexible approach to work and is motivated to help the public and staff with their day-to-day enquiries. Ideally, you will have previous Switchboard/call centre experience; however, all training will be provided.

Post holder must have proficiency in IT skills.

If you have applied for a position in the last 6 months, then you need not apply.

Main duties of the job

In addition to the below summary, you need to familiarize yourself with full Job Description and Person Specification documents attached to this advert.

To be responsible for being the first point of contact for hospital enquiries from the general public and Trust staff.

To be professional and sympathetic to callers in need of support.

To be responsible for putting out emergency crash calls to the 22 22 emergency teams within the Trust, via the Blick bleep system and the Everbridge messaging system.

To be able to respond efficiently and action all on-call rotas sent into the department.

To adhere to all Trust and in-house policies and procedures.

You will need to be able to demonstrate excellent organisational skills as well as being a hard-working team player who works well under pressure and has an approachable manner.

About Us

With over 17,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education, and innovation.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world-class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian, and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Our organisation is driven by our strategic objectives and organisational values and behaviours - We Build Trust, We Empower, We are Ambitious, We are Mindful, We are Nurturing, We are United, We are Honest.

Working in the NHS and at NUH is challenging yet rewarding. That is why we do all we can to support staff with rewards and benefits wherever we can.

Date posted

21 March 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year Annualised hours contract of 950 hours per annum pro rata

Contract

Permanent

Working pattern

Annualised hours

Reference number

164-7065979

Job locations

Queens Medical Centre

Derby Road

Nottingham

NG7 2UH

Job Description

Job responsibilities

1. To answer up to 85-100 calls per hour.
2. Engage with all callers to help resolve their query in one call if possible.
3. Answer all email enquiries in the department inbox.
4. Answer ALL 2222 calls within a timely manner.
5. Daily lift testing.
6. Weekly fire alarm testing calls.
7. Blick bleep pager daily testing.
8. Help with Doctor change over twice yearly.
9. Handle on-call rotas sent into the department and deal with accordingly.
10. Most importantly, work as part of the team.

Person Specification

Qualifications

Essential

• NVQ Level 2 Customer Service
• NVQ Level 2 Call Handling

Desirable

• Computer Literate

Experience

Essential

• Minimum of 12 months experience working in a call centre or customer-focused setting.

Desirable

• Experience of working within a healthcare environment.

Communication and Relationships

Essential

• Demonstrate effective communication skills with callers/patients/relatives who may be very ill and/or distressed using a sympathetic and understanding approach.
• Able to calm angry callers, be empathetic and guide confused callers.
• Resolve caller problems using tact and diplomacy.

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.

Employer details

Employer name

Nottingham University Hospitals NHS Trust

Address

Queens Medical Centre

Derby Road

Nottingham

NG7 2UH

Employer's website

https://www.nuh.nhs.uk/