Switchboard Operator(Copy)

NHS; Taunton; On-site; GBP 20,000 - 28,000; Full time

Job summary

A regional health service provider is seeking a Switchboard Operator in Taunton. The role involves being the first point of contact, managing emergency responses, and providing excellent customer service. Candidates should possess strong communication skills and experience in IT systems, preferably within a healthcare setting. Training and support are provided, and the position includes a flexible shift pattern.

Benefits

Flexible working options

NHS pension scheme

Generous annual leave

Career development opportunities

Blue Light Card benefits

Qualifications

• Demonstrable comfort with IT systems and willingness to learn new skills.
• Previous experience in a healthcare or large organization is preferred.
• NHS Switchboard or Call Centre experience is essential.

Responsibilities

• Provide 1st point of contact for trust, ensuring courteous communication.
• Handle emergency responses and complex procedures effectively.
• Maintain accurate records and manage complex rotas during shifts.

Skills

Advanced keyboard skills

Good communication skills

Ability to prioritize tasks

Problem-solving skills

Education

Good general education (GCSE's) including English and Mathematics

Vocational qualification in IT or related field

Tools

Microsoft Office Suite

Windows operating systems

Job description

The Switchboard operator role is a very challenging and dynamic role for someone who enjoys using their own initiative to provide excellent customer service through a wide variety of tasks.

The post holder will provide the 1st point of contact for the Trust, using an efficient and reliable service to communicate with the general public, staff, health professionals and emergency services in a courteous and friendly manner and is responsive to the needs of the trust and its users.

Handling in excess of 60,000 calls per month and initiating emergency responses such as Cardiac Arrest Calls, Fire, Major Incidents, Helicopter Landings they are responsible for effectively understanding and working to a wide range of very highly complex work procedures and processes.

Comprehensive and well-structured training and support is provided; they will be expected to take every opportunity to work from established guidelines enabling them to give a professional and courteous service to all.

This post will include effective administrative duties by supporting data entry and maintenance of spreadsheets and databases, other basic information systems, internal forms for use across the service /directorates.

Once completed the in-house training the post holder works unsupervised when undertaking Switchboard, administrative tasks during the shift the post holder will be required to respond to constant interruptions colleagues, telephone and emails. Many of which will require immediate attention.

Main duties of the job

The post holder will: Demonstrate good written and verbal communication skills with both service users and staff. Always act in a professional and responsible manner with customers, service users and colleagues, using appropriate language and communication skills, which acknowledge barriers to understanding, cultural differences and diversity.

The post holder will work with all levels of staff, including clinicians and senior managers, contractors, stakeholders associated with the Trust including clinicians and system users. To provide general non-clinical advice, information, guidance directly to staff, patients, clients, relatives and carers.

Communicates effectively with external stakeholders (GP's, other hospitals, Ambulance services, local authorities, police and council), dealing with service or general queries, together with taking appropriate action.

Communicates clearly and effectively with Trust Staff at all levels across the organisation through a range of electronic, written and oral media, whilst understanding the need for discretion and confidentiality.

Responsible for receiving and providing information which can be of a sensitive nature and is often complex and detailed on a regular basis.

Maintaining effective working relationships and communications with the Estates Helpdesk, wider maintenance team, accommodation team, cleaning services.

Develop and maintain communication with people.

About us

At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:

Flexible working options to help you balance work and life

NHS pension scheme for long-term financial security

Generous annual leave allowance to recharge and relax

A strong focus on career development to help you grow and achieve your potential

Additionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.

We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.

Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London.

The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.

Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.

Job responsibilities

This post holder will require advanced keyboard skills for regular use of computer, electronic systems. This role requires advanced and fast keyboard skills to quickly and accurately record the information required to transfer, log calls.

Ensure the Emergency bleep test is carried out on a daily basis 11am, 14:30 &21:30, ensuring that the responses are logged on the shared drive with accurate information. Faulty bleeps or non-responders to be contacted and passed across to the Team Leader. Approx. 50 individual on call responses are received on extension 2185. Checking bleeps which are faulty and replacing them.

Ability to prioritise own workload efficiently and effectively with limited supervision and working on own initiative, ensuring high quality work and agreed deadlines are met.

Provide efficient and friendly operator service, ensuring that all callers are dealt with in a timely, respectful and efficient manner.

Ability to exercise judgement in task related problem solving. Ability to quickly switch between multiple computer applications (IT electronic system).

Organises own work, flexibility required switching from admin tasks, reporting or analysis to answering phone throughout the shift in order to provide an accurate and timely service.

Ensuring that the correct emergency procedures are carried out in the event of any emergency call or alarm call in a timely manner. Record all emergency calls and Alarms on the shared drive, ensuring this information is accurate and has all the data required. This may include:

Bomb Threat

Helicopter

Fire

Obstetric Emergency

Paediatric Emergency

Priority 1 &2

Respond effectively to all urgent IT/Telephony system failures ensuring the relevant teams and services are notified.

Ensuring all alarms and faults are reported, communicated clearly and actioned 24/7 in a timely manner and ensuring the correct staff are contacted for the alarm and time of day. Record all call outs and alarms on the shared drives which covers:

Boiler Alarms

Lift Alarms

Ensure all calls are responded to in a prompt manner and that ALL emergency calls are given priority.

Panic Alarm

Medical Gas

PRTG Alarms

Deals with routine enquiries, takes the appropriate course of action as necessary.

Switchboard is a 24/7 department this includes working Weekends, Bank Holidays, Christmas, New Year, we work on 12-hour shifts pattern this includes 8am -- 8pm Day's 8pm -- 8am Nights follow the Erostering rotas as requested by Team Leader / Manager;

To respond to emails in a timely manner. Switchboard & ID badges;

Requirement to utilise a wide range of complex bespoke electronic systems to review and analyse data for the effective delivery of the switchboard service.

Complete on call room accommodation bookings onto the on-call room spreadsheet.

Complete tasks and duties listed on the switchboard checklist.

Completing the complex 24-day rotas at night by transferring individual rota information for each speciality onto a 24 hour day sheet for switchboard. To ensure the correct on call people are contacted. Managing updates and changes to these complex rotas as and when they happen.

Manages conflicting demands within the job role daily.

Person Specification

Qualifications

• QUALIFICATIONS & TRAINING
• Good general education (GCSE's) -- including English and mathematics or equivalent
• Relevant vocational qualification(equivalent to Microsoft Office MOST, ECDL or related qualification)
• Vocational level 3 /BTEC) in IM&T or information systems related subject (or relevant experience in IM&T environment)

Experience

• Knowledge of windows systems, requirement to manipulate data within excel, word, PowerPoint and other bespoke system
• NHS Switchboard/Call Centre experience.
• Knowledge and experience on customer services
• Experience of variable shift working

Additional Criteria

• Good working knowledge and understanding of PC hardware, operating systems and Microsoft IT packages.
• Demonstrable comfort with IT systems and a willingness to learn new IT skills
• Previous experience of healthcare or large complex organisation

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.