Telephonist/Receptionist

The Methodist Church in Britain; West Midlands; On-site; GBP 12,000 - 17,000; Full time

Benefits offered by this job

Enhanced rates of pay for unsocial or夜

Career development for clinical andNon

Ongoing training and support

Job summary

Midlands Partnership NHS Foundation Trust is seeking a Telephonist/Receptionist to manage reception and call handling for a Secure Forensic Unit and corporate HQ. The role includes triaging urgent out-of-hours nursing calls, raising emergency bleeps, and coordinating responses, with coverage for nights and short-notice absences.

The post requires confidentiality, strong communication, and the ability to handle distressing calls while maintaining accurate records and supporting administrative

Qualifications

• Recognised typing qualification such as OCR or equivalent.
• NVQ Level 2 in office procedures, or working towards it, or equivalent experience.

Responsibilities

• Route urgent Out of Hours District Nursing calls, referrals and queries to the triage nursing team, RAG rating calls and assigning them to wait lists.
• Act as first point of contact for medical, psychiatric and fire emergencies, sending Multitone bleeps and co-ordinating responses and follow-up actions.
• Handle general reception enquiries and direct staff, service users, visitors and contractors to the right service.
• Provide a positive customer service experience as the Trust's first point of contact, including distressing calls.
• Manage staff safety and lone working processes, including District Nursing personal alarms and OOH Doctors On Call.
• Run the centralised taxi booking service, working with taxi and courier companies.
• Process returned mail, including sensitive and confidential items.
• Manage the Contact Portal mailbox and update the contact directory on the Corporate Information Manager system.
• Cover other receptionists' full duties at short notice, including night duty, during leave or sickness.
• Provide administrative support

Skills

Good communication

Work procedures understanding

Confidentiality

Diverse duties in reception

Record keeping

Office procedures

Education

OCR typing qualification

NVQ Level 2 in office procedures

Tools

RiO

In-house information systems

Job description

Telephonist/Receptionist post covering reception and call handling for a Secure Forensic Unit and the corporate HQ of Midlands Partnership NHS Foundation Trust, with administrative support. The work includes triaging urgent Out of Hours District Nursing calls, raising emergency bleeps and managing a contact mailbox. Routine shifts apply, but the post holder must cover colleagues' absences at short notice, including nights, and some calls can be highly distressing. Visa sponsorship is not available for this role.

What the job involves

• Route urgent Out of Hours District Nursing calls, referrals and queries to the triage nursing team, RAG rating calls and assigning them to wait lists
• Act as first point of contact for medical, psychiatric and fire emergencies, sending Multitone bleeps and co-ordinating responses and follow-up actions
• Handle general reception enquiries and direct staff, service users, visitors and contractors to the right service
• Provide a positive customer service experience as the Trust's first point of contact, including distressing calls
• Manage staff safety and lone working processes, including District Nursing personal alarms and OOH Doctors On Call
• Run the centralised taxi booking service, working with taxi and courier companies
• Process returned mail, including sensitive and confidential items
• Manage the Contact Portal mailbox and update the contact directory on the Corporate Information Manager system
• Cover other receptionists' full duties at short notice, including night duty, during leave or sickness
• Provide administrative support

Qualifications

• Recognised typing qualification such as OCR or equivalent
• NVQ Level 2 in office procedures, or working towards it, or equivalent experience

Experience

• Experience in a similar role or discipline
• Experience using in-house information systems
• Customer service or call handling experience

Skills & knowledge

• Understanding of a range of work procedures
• Good communication skills
• Ability to work across a diverse range of duties in a busy, challenging reception area
• Ability to maintain accurate, accessible records, both paper and computer-based
• Knowledge of office procedures
• Ability to keep information confidential and secure

Checks & eligibility

• Right to work in the UK without visa sponsorship

Other

• Ability to present concise and relevant information

Nice to have

• Experience of working in the NHS
• Experience using switchboard systems
• Experience using clinical systems such as RiO
• Ability to progress a wide range of duties and demands

What’s offered

• Enhanced rates of pay for unsocial hours, pro rata in line with AFC terms and conditions
• Career development for clinical and non-clinical roles
• Ongoing training and support