Switchboard Operator / Call Handler

Confidential; Great Yarmouth; On-site; GBP 17,000 - 22,000; Full time

Job summary

Confidential is seeking a dedicated Switchboard Operator / Call Handler to join their Great Yarmouth site on an ASAP start. This temporary full-time role involves handling incoming calls, directing to the right teams, and maintaining high standards of customer service in a fast-paced healthcare environment.

You'll work in shifts (days and nights), support emergency communications, issue pagers, and assist with staff accommodation when needed.

Qualifications

• NHS switchboard experience required or highly desirable.
• Ability to route calls to appropriate departments in a healthcare setting.
• Calm under pressure and decisive in emergencies.
• Commitment to health and safety, confidentiality and safeguarding.

Responsibilities

• Handle incoming calls and direct to the right personnel with high service standards.
• Adapt communication style to diverse callers and assist distressed individuals.
• Follow quality assurance for call handling and safety protocols.
• Respond to alarms and coordinate emergency responses, including Major Incident procedures.
• Assist helicopter arrivals by notifying departments within set timescales.
• Issue staff pagers and maintain contact databases and on-call rotas.
• Provide training and mentoring for new staff and support other teams as needed.

Skills

NHS Switchboard

Call routing

Emergency response

Confidentiality

Health & safety

Tools

Pager system

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:

• Efficiently handling incoming calls and directing them to the appropriate personnel while maintaining high standards of customer service.
• 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.
• Adhering to quality assurance procedures for call handling.
• Responding promptly to various departmental alarms and coordinating emergency responses, including the Major Incident procedure.
• Assisting with the arrival of helicopter landings by informing relevant departments within designated timescales.
• Issuing pagers to staff and maintaining accurate databases of contact information and on-call rotas.
• Providing comprehensive training and mentoring for new staff members.
• Supporting other teams as required, including operating barriers for car parks and assisting with staff accommodation needs outside of core hours.

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.