Switchboard Operator

Wwl; Wigan; On-site; GBP 25,000; Part time

Job summary

A leading NHS Trust is seeking a part-time telephonist to join their busy Switchboard Department. The role involves providing a comprehensive telephone service, ensuring efficient communication for patients and staff. Flexibility in working hours is essential, with responsibilities including handling emergency calls and monitoring alarms. This position offers a supportive environment with opportunities for professional development.

Qualifications

• Experience of handling telephone queries in an office environment.
• Previous switchboard experience desirable, preferably in an acute hospital.
• Knowledge of IT and Windows desirable.

Responsibilities

• Provide a comprehensive telephone service to support daily hospital activity.
• Monitor alarm systems and respond to emergency situations.
• Receive and direct all incoming and outgoing calls.

Skills

Good interpersonal skills

Ability to work alone on their own initiative

Pleasant Telephone Manner

Education

GCSE qualification in English and Maths

Job description

Main area Estates and Facilties Grade NHS AfC: Band 2 Contract Permanent: This vacancy is open to all internal and external candidates. Hours

• Part time
• Flexible working

25 hours per week (OVER 7 DAYS MAYBE REQUIRED TO BE PART OF ON CALL ROTA 1 IN 4. Service is 24/7 / 365 days per year.) Job ref 302-25-7175422E

Site Royal Albert Edward Infirmary Town Wigan Salary £24,169 per annum, pro rata Salary period Yearly Closing 02/06/2025 08:00

Choose Well - Choose WWL

Job overview

We are looking for a part time telephonist (25-hour post) in busy Switchboard Dept. With flexibility to cover shifts over a 24-hour period working rostered shifts.

The postholder will be expected to work with a very flexible approach to aid as required in the busy Switchboard Dept to ensure a continuous service for our patients & staff.

Working days will be discussed at interview, rotas over a 4-week pattern.

Will be Required to be part of On Call Rota.

Only applicants who can work with flexibility to apply please.

If you would like to arrange a visit to see what is involved in the wonderful Switchboard Team, please contact the recruiting manager who will arrange a mutually convenient time for your visit.

This vacancy is open to all internal and external candidates.

*Applicants who have already received feedback that they are unsuitable for the position need not apply - unless they have taken steps to strengthen their application to demonstrate and evidence how you meet the essential criteria since that decision. *

Main duties of the job

To provide a comprehensive & confidential telephone service to support the daily activity of the Hospital Trust. Experience of handling telephone queries & ensuring a high-quality response to incoming calls from external & external sources is essential. Experience of monitoring & addressing alarm signals, using bleep systems & liaison with various depts. is also valuable but not essential.

Ensuring provision of an efficient & responsive communications service to staff, patients & customers

Expected to have a flexible attitude towards working hours & covering other members of the Switchboard team at short notice.

Previous switchboard experience desirable, preferably in an acute hospital, & an excellent telephone manner is required.

Knowledge of IT and Windows desirable.

Monitoring of alarms & dealing with emergencies.

We operate 24 hours over 7 days a week. Flexibility is essential ensuring the provision of service in emergency situations.

Required to be part of the on call rota 1 in 4

Working for our organisation

Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement and living our values.

· People at the Heart

· Listen and Involve

· Kind and Respectful

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.

At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

Detailed job description and main responsibilities

Key results from the job holder

• Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
• Receive and direct as appropriate all incoming and outgoing calls.
• Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
• Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
• Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
• Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
• Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
• Operation, including test protocols, of internal and external Paging Systems.

Person specification

Additional

• A flexible approach to working pattern
• Adapt well under pressure
• Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
• Pleasant Telephone Manner
• Able to work as a lone worker.

Knowledge

• Understand how to access information
• Knowledge of Trust and its departments and functions

Skills

• Good interpersonal skills
• Ability to work alone on their own initiative
• Keyboard Skills

Experience

• Experience of Handling telephone queries in an office environment
• Able to work within a team
• Customer care awareness
• Dealing with people/enquiries by telephone
• Previous hospital experience would be useful

Qualifications

• Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience

Our Trust prefers candidates to submit applications online. Please contact the Recruitment Team on 01942 244000 if you have difficulty applying online.

The Trust reserves the right to close adverts earlier than the stated closing date if there is a high volume of applications.

We endeavour to inform all applicants of the outcome of their application by email or SMS text message.

Guidance on Completing Your Application

Applications are scored against the person specification, therefore we recommend that you use the supporting information section of your application form to demonstrate how you meet the essential and desirable criteria for the role, providing illustrative examples where possible.

On-Call

Please note that some roles may require you to participate in an on-call rota, if the role is predominantly operational.

WWL has signed up to the Greater Manchester Continuous Service Commitment. and will recognise your continuous or ‘unbroken’ service in any Greater Manchester Local Authority or NHS organisation, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority; giving you access to our service-related benefits.

Employer certification / accreditation badges

Name Ashleigh Miller Job title Senior Switchboard Supervisor Email address [e-mail] Telephone number 01942 822040 Additional information

Ashleigh Miller, Senior Switchboard Supervisor,

01942 822040

[e-mail] or

Cerys Simm Switchboard Team Leader

Switchboard Dept

01942 244000

[e-mail]

If you have problems applying, contact

Address Buckingham Row
Brick Kiln Lane
Wigan
WN1 1XX
Telephone [phone]