Telecoms Service Advisor

NHS; Portsmouth; On-site; GBP 25,000; Full time

Job summary

A public health service in Portsmouth is seeking a Telecoms Service Advisor to manage emergency calls and maintain telecommunications for Queen Alexandra Hospital. The ideal candidate will have telephony experience and excellent communication skills. This full-time role offers a salary of £24,465 a year and the chance to join the NHS pension scheme. Monthly pay includes unsocial hours payments, and there is a generous annual leave entitlement.

Benefits

Generous annual leave entitlement

NHS pension scheme

Qualifications

• Experience working in an office environment.
• Ability to work using own initiative and without supervision.
• Ability to juggle many priorities at one time while remaining calm.

Responsibilities

• Provide an efficient service by telephone and in person.
• Respond to emergency calls and alarms swiftly and correctly.
• Maintain accurate records and liaise with companies for faults.
• Assist with booking official taxis and maintaining accounts.
• Participate in training newly appointed staff.

Skills

Telephony experience

Excellent verbal and written communication skills

Typing and Word Processing skills

Excellent customer care skills

Ability to work under pressure

Administration skills

Ability to train new operators

Ability to work as part of a team

Education

Good Education

Tools

Microsoft Office

Job description

Job summary

Rotating Shift (covering 24 hours/7 days a week)

A vacancy has arisen for a Telecoms Service Advisor to join the busy Switchboard Department at Queen Alexandra.

Duties involve responding to emergency calls and alarms such as major incident, fire and cardiac arrest.

Good communication skills are necessary for this post as well as the ability to work as part of a team. A smart appearance is essential, at all times.

This post is monthly paid which will include unsocial payments when worked between 8.00pm and 6.00am including weekends.

A generous annual leave entitlement is given and there is an opportunity to join the NHS pension scheme.

In line with Trust guidelines this post requires candidates to provide 3 years of employment and/or professional references.

Main duties of the job

To operate and maintain a customer focused efficient, fast and accurate telecommunications service, which incorporates Switchboard, administration duties and the co-ordination of all emergency procedures connected with Queen Alexandra Hospital.

Equipment Used

• ISDX 3000 Switchboard
• VIP Answering and Voicemail Systems
• Tiger Call Logging System
• Page One Paging System
• Multi-tone Internal Bleep System
• Radio System
• Alarm panels

About us

Equans working in partnership with Portsmouth Hospitals University NHS Trust.

PHU NHS Trust was rated good by the CQC in its recent inspection. In July 2020 it became a university hospital, we will work to drive benefits for patients, colleagues by embedding research, education and training across the Trust.

The Trust’s main hub is the QA Hospital, which started as a military hospital over a century ago. It is one of the largest, modern hospitals on the south coast, with 1,200 beds. It provides comprehensive secondary care and specialist services to a local population of 675,000 people across SE Hampshire. With over 7,300 staff it is the largest employer in Portsmouth.

Being You @ PHU

Our patients are from all walks of life and so are we. If you share our values and enthusiasm for getting it right for patients, colleagues and our community you will find a home at Portsmouth Hospitals University NHS Trust (PHU).

In recruiting we welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veterans status, colour, religion, disability, sexual orientation and beliefs.

Details

Date posted: 18 November 2025

Pay scheme: Agenda for change

Band: Band 2

Salary: £24,465 a year

Contract: Permanent

Working pattern: Full-time

Reference number: C9192-25-0030

Job location: Queen Alexandra Hospital, Southwick Hill Road, Portsmouth, Hampshire, PO6 3LY

Job responsibilities

To provide PHU Trust with a highly efficient, effective and polite service by telephone and face to face as directed by the Manager.

To respond to all emergency calls and alarms (ie: major incident, fire, cardiac arrest, flat baby) reacting swiftly and correctly in the correct sequence to ensure all relevant persons are contacted according to hospital/Trust procedures.

To ensure accurate information is always available and recorded as required, reporting and liaising with the appropriate companies for any telephone or alarm faults.

Co‑ordinate the booking of official taxis as required, including maintaining an economic use of the service. Examine and prepare accounts before authorisation of each journey.

Assist with recording and costing of private calls connected through the system, including invoicing and monitoring of private accounts and scheduled submission of required reports for the Trust.

Participate, assist and reprogram any equipment associated with the telephone service, including bleeps, faxes, mobiles, long‑range pagers. Keep accurate records and amend information on the directory, call logger, ISDX system and provide regular printouts and associated administration duties as required.

Daily compilation of the doctors and managers on‑call duty boards, leave lists, residents list and information book to ensure accurate information is continuously communicated at all levels for the QAH site.

Participate in the training of newly appointed staff by mentoring and shadowing, as directed by telecommunications management to ensure the high profile of the department is maintained.

Person Specification

Experience Essential

• Telephony experience required
• Sound Education
• Typing and Word Processing skills or qualifications
• Demonstrable evidence of experience working in an office environment
• Proven skills in use of word processing packages (Microsoft Office)
• The ability to work using own initiative and without supervision
• Excellent verbal and written communication skills
• Ability to work under pressure to deal with cardiac arrests, flat baby alerts, fire alarms, lift breakdowns and major incidents
• Ability to train new operators
• Administration skills
• Excellent customer care skills
• Ability to work as part of a team

Desirable

• An understanding of the political sensitivities of the Trust
• Ability to demonstrate confidentiality and trustworthiness
• A willingness to be flexible and part of a team
• Ability to juggle many priorities at one time, whilst remaining calm

Qualifications Essential

• Good Education
• Use of Word Processing Packages (Microsoft Office)

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.

Employer details

Equans working with Portsmouth Hospitals University NHS Trust

Address: Queen Alexandra Hospital, Southwick Hill Road, Portsmouth, Hampshire, PO6 3LY

Employer's website: https://www.porthosp.nhs.uk/