Switchboard Operators

Greater Manchester Mental Health NHS Foundation Trust; Manchester; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

27 days leave + BH

Excellent pension

Cycle to work

Car salary sacrifice

Wellbeing programme

Blue Light Card

FuelGenie

Job summary

Greater Manchester Mental Health NHS Foundation Trust is seeking a Switchboard Operator Lead to join the GMMH Switchboard team in Manchester. You will manage call console attendants on an integrated MS Teams system and support communications across the Trust’s 9 hospitals and 160 locations.

You will engage with internal and external customers, respond to incident plans, and provide flexible cover for evenings, nights and weekends to maintain service continuity.

Qualifications

• Recognized competency-based level 2 qualification or equivalent demonstrable experience.
• Demonstrable experience in customer service or Switchboard roles.
• Evidence of continuous professional development.
• Experience in delivering excellent customer support; proficient with Microsoft Office including Teams, Excel, Word.
• Knowledge of IM&T procedures or related equipment/software e.g. ECDL.
• Ability to deal with non-routine issues and problem solving.
• Experience in NHS/public sector environment is desirable.

Responsibilities

• Operate the new system (call console attendants) within MS Teams and maintain the call handling console.
• Monitor emergency response systems and support communications across the Trust.
• Maintain effective relationships with internal and external customers.
• Respond to the Trust's incident response plans and implement contingency plans.
• Provide flexible cover for shifts including evenings, nights and weekends to ensure service continuity.

Skills

Customer service

Switchboard experience

Microsoft Office

Telephone skills

Prioritization

Service improvement

Flexibility

Level 2 qualification

Education

Level 2 qualification

Tools

MS Teams

Excel

Word

Job description

The GMMH Switchboard division of the directorate provides services 24 hours a day, 365 days a year, for the Trust's 9 hospitals, including 160 locations. Teams who are embracing a new and exciting future by leveraging technological breakthroughs and reimagining processes to provide an exceptional customer experience. The task will be varied, engaging, and difficult, necessitating creativity, good communication skills, and attentiveness. The postholder will be part of a dynamic and multifunctional team that is responsible for providing great customer service to all stakeholders of the Trust. Operator Leads will be responsible for working on the new system, i.e., call console attendants, which is an integrated application within MS Teams, as well as a call handling console, monitoring emergency response systems, and other activities to support communications throughout the Trust. Maintain effective working relationships with various customers, both internal and external to the Trust. Team members are also expected to respond by the Trust's EPRR, as well as to implement the business contingency plan and coordinate with all sites. Operators are also known for lone working due to shift patterns being out of normal working hours and weekends. This includes ensuring adequate levels of cover for annual leave and sickness, having a degree of flexibility, and being willing to cover shifts including evenings, nights, and weekends to maintain service continuity. Main duties of the job The postholder will be part of a dynamic and multifunctional team that is responsible for providing great customer service to all stakeholders of the Trust. Operator Leads will be responsible for working on the new system i.e., call console attendants, which is an integrated application within MS Teams, as well as a call handling console, monitoring emergency response systems, and other activities to support communications throughout the Trust. Maintain effective working relationships with a variety of customers, both internal and external to the Trust. Team members are also expected to respond in accordance with the Trust's EPO2 Incident Response Plan, as well as to implement the business contingency plan and coordinate with all sites. Switchboard Operators are also known for lone working due to shift patterns being out of normal working hours and weekends. This includes ensuring adequate levels of cover for annual leave and sickness, as well as having a degree of flexibility and being willing to cover shifts including evenings, nights, and weekends to maintain service continuity (appropriate enhancements will be applied in accordance with NHS Agenda for Change guidelines). Great Manchester Mental Health (GMMH) Foundation Trust employs over 7000 members of staff, who deliver services from more than 160 locations. We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond. Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options. Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity. Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.

• oRecognized competency- based level 2 qualification in a relevant subject (e.g., NVQ, B-TEC QCF, Apprenticeship), or equivalent demonstrable experience.
• oDemonstrable experience in customer service or Switchboard roles
• Desirable
• Evidence of continuous professional development
• Experience Essential
• Experience of delivering excellent customer support
• Proficient in the use of Microsoft Office applications including Teams, Excel, Word.
• Desirable
• Knowledge of IM&T procedures or knowledge of telephone equipment or computer and software tools e.g. ECDL
• Knowledge Essential
• Dealing with non-routine issues such as problem solving.
• Desirable
• Previous working experience within an NHS or public sector environment.
• Skills and Abilities Essential
• An excellent telephone manner and communication skills
• Ability to prioritize workload.
• Desirable
• Experience in contributing to service improvement and development plans.
• Flexibility Essential
• Flexible approach to working hours and shift patterns including working unsociable hours, bank holidays and weekends.
• Desirable
• An existing understanding of the organization
• Person Specification Education / Qualifications - to be able to complete the duties as laid out on the Job Description Essential
• oRecognized competency- based level 2 qualification in a relevant subject (e.g., NVQ, B-TEC QCF, Apprenticeship), or equivalent demonstrable experience.
• oDemonstrable experience in customer service or Switchboard roles
• Desirable
• Evidence of continuous professional development
• Experience Essential
• Experience of delivering excellent customer support
• Proficient in the use of Microsoft Office applications including Teams, Excel, Word.
• Desirable
• Knowledge of IM&T procedures or knowledge of telephone equipment or computer and software tools e.g. ECDL
• Knowledge Essential
• Dealing with non-routine issues such as problem solving.
• Desirable
• Previous working experience within an NHS or public sector environment.
• Skills and Abilities Essential
• An excellent telephone manner and communication skills
• Ability to prioritize workload.
• Desirable
• Experience in contributing to service improvement and development plans.
• Flexibility Essential
• Flexible approach to working hours and shift patterns including working unsociable hours, bank holidays and weekends.
• Desirable
• An existing understanding of the organization
• Pay Enhancements
• 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
• Excellent pension
• Cycle to work scheme
• Salary sacrifice car scheme
• Wellbeing programme
• Blue Light Card Discounts
• fuelGenie Fuel Cards (for applicable roles)