Telecoms Service Advisor

NHS; Portsmouth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare organization in Portsmouth is seeking a Telecoms Service Advisor to manage emergency communications. The ideal candidate will need strong telephony experience, excellent communication skills, and the ability to work under pressure in a team. This full-time role requires a good level of education and experience in an office environment. Competitive benefits include generous annual leave and participation in the NHS pension scheme.

Benefits

Generous annual leave

Opportunity to join NHS pension scheme

Qualifications

• Experience working in an office environment.
• Ability to train new operators.
• Capability to juggle many priorities while remaining calm.

Responsibilities

• Operate a customer-focused, efficient telecommunications service.
• Respond to emergency calls and alarms swiftly and correctly.
• Maintain accurate information and records as required.

Skills

Telephony experience

Excellent verbal and written communication skills

Customer care skills

Ability to work under pressure

Ability to work as part of a team

Education

Good Education

Tools

Microsoft Office

Job description

Telecoms Service Advisor

The closing date is 30 November 2025

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

• ISDX3000 Switchboard
• VIP Answering and Voicemail Systems
• TigerCall Logging System
• PageOne Paging System
• Multi-tone Internal Bleep System
• Radio System
• Alarm panels

Please see full Job Description Attached

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.

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.

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, e.g.: major incident, fire and cardiac arrest, flat baby, etc. reacting swiftly and correctly and in the correct sequence to ensure all relevant persons are contacted according to the hospital/Trust procedures.

To ensure accurate information is always available and recorded as required, reporting and liaise 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 the recording and to complete the costing of private calls connected through the system, including invoicing and monitoring of private accounts and scheduled submission of required reports for the Trust.

To participate, assist and reprogram any equipment associated with the telephone service, including bleeps, faxes, mobiles, long‑range pagers. The keeping of accurate records and amending 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

• Telephony experience required
• 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
• Excellent customer care skills
• Ability to work as part of a team
• 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

• 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 name

Equans Working with Portsmouth Hospitals University NHS Trust