Switchboard Operator / Call Handler

Adecco; Great Yarmouth; On-site; GBP 17,000 - 21,000; Full time

Job summary

Adecco is recruiting for a Switchboard Operator / Call Handler in Great Yarmouth. This temporary role offers an ASAP start, full-time shifts (days and nights) with an hourly rate band 3 inside IR35.

The successful candidate will manage high-volume calls, route to appropriate departments, and support emergency communications and incident responses. NHS switchboard experience and flexibility for short-notice shifts are essential to this position.

Qualifications

• NHS Switchboard experience or similar is essential.
• Sound understanding of healthcare departments to route calls correctly.
• Experience in a call handling or switchboard role is advantageous.
• Ability to stay calm and make quick decisions during emergencies.
• Commitment to health, safety, confidentiality and safeguarding policies.
• Flexible to cover shifts, including short-notice requests.

Responsibilities

• Handle incoming calls and route to the right teams with high service standards.
• Adapt communication style to diverse callers, including distressed individuals.
• Follow quality assurance procedures for call handling.
• Respond to departmental alarms and coordinate emergency responses (Major Incident procedures).
• Assist with helicopter arrival communications and designated timescales.
• Issue staff pagers and maintain accurate contact/on-call rotas.

Skills

NHS Switchboard experience

Healthcare knowledge

Call handling experience

Work under pressure

Health and safety adherence

Shift flexibility

Job description

Switchboard Operator / Call Handler - ASAP start

Location: Great Yarmouth
Contract Length: 2 months initially
Working Pattern: Full Time, shift patterns (days and nights available)
Hourly rate: Band 3, inside IR35

Our client is seeking a dedicated and professional Switchboard Operator / Call Handler to join their Great Yarmouth site. This temporary position offers an excellent opportunity for individuals who thrive in a dynamic environment and are committed to delivering outstanding customer service.

Key Responsibilities:

1. Efficiently handling incoming calls and directing them to the appropriate personnel while maintaining high standards of customer service.
2. Displaying excellent interpersonal skills, with the ability to adjust communication styles to meet diverse caller needs, including managing calls from distressed individuals with professionalism and compassion.
3. Adhering to quality assurance procedures for call handling.
4. Responding promptly to various departmental alarms and coordinating emergency responses, including the Major Incident procedure.
5. Assisting with the arrival of helicopter landings by informing relevant departments within designated timescales.
6. Issuing pagers to staff and maintaining accurate databases of contact information and on-call rotas.
7. Providing comprehensive training and mentoring for new staff members.
8. Supporting other teams as required, including operating barriers for car parks and assisting with staff accommodation needs outside of core hours.

The successful candidate will be responsible for providing a comprehensive telephone operator service for both external and internal incoming calls via an IT-based system. Key duties include:

Essential Qualifications and Skills:

• NHS Switchboard experience
• Strong understanding of healthcare departments, their functions, and services for effective call routing and communication.
• Experience in a call handling or switchboard environment is advantageous.
• Ability to operate under pressure and make quick decisions during emergency situations.
• A commitment to health and safety, confidentiality, and safeguarding protocols.
• Flexibility to cover shifts as needed, including potential short-notice requests.

Behavioural Skills:

• Courtesy and respect towards all individuals.
• Attentive kindness and helpfulness, ensuring the dignity and privacy of others.
• Responsive communication that keeps all parties informed.
• Professionalism and effectiveness in delivering services.

This position offers a unique chance to contribute to a vital service within the healthcare sector, ensuring effective communication and support during critical situations.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.