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Job summary

Main area
Administrative
Grade
Band 3
Contract
Permanent
Hours
Part time - 23.3 hours per week
Job ref
435-1SC-UHMBT-037-25
Employer
East Lancashire Hospitals NHS Trust
Employer type
NHS
Site
Westmorland General Hospital
Town
Kendal
Salary
£24,937 - £26,598 per annum, pro rata
Salary period
Yearly
Closing
30/06/2025 23:59

Employer heading

East Lancashire Hospitals NHS Trust logo

Part time Switchboard Operator

Band 3

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care.  We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.

Job overview

We are looking to recruit a part-time member of staff to join a small and friendly team providing switchboard services for Westmorland General Hospital, Furness General Hospital and the Royal Lancaster Infirmary. The switchboard, based at Westmorland General Hospital is a 24hour service provided over 7 days a week. 

Average weekly hours are 23.3hrs. Shift hours do vary either 8am to 3.30pm, 3.30pm to 9.30pm or some weekends 8.45am to 6pm, but will be known in advance. You will also be required to assist with cover for absences which in general will be planned. 

Main duties of the job

 

  • First point of contact for all enquiries including internal and external callers, making decisions about the most appropriate referral point.  

  • Support responses to emergencies, contacting and liaising with Medical Staff and  Senior Managers on call. This includes responding to emergency crash calls (i..e. adult & paediatric cardiac crash calls, fire, major incidents) covering all hospital sites. 

  • Follow procedures for on-call arrangements for UHMBT and other NHS organisations. 

  • Demonstrate sensitivity, calmness, compassion and empathy with callers who may be patients, visitors or staff who may be anxious or angry. 

  • Report to and liaise with Estates and I3 staff when faults occur with key equipment. 

  • Arrange for or provide cover for sickness out of hours or, in the absence of the Assistant Facilities (Switchboard) Manager. This entails contacting colleagues from the staff list for availability at short notice. 

  • Make bookings for the most costs effective ad hoc transport (taxis, Blood Bikers, ad hoc transport services) 

  • Provide an access/ egress service for the WGH main hospital site overnight. 

  • Monitor the security cameras in Switchboard and if felt necessary (i.e. Urgent Treatment Centre), contacting the Police.  

  • The post holder will be required to undertake all relevant training with current or new systems during their Probationary training period (6 months). 

Working for our organisation

You can expect to be busy but will be joining a small, friendly and helpful team contributing to providing a valuable service to the local community and to the wider Healthcare system. 

 

Detailed job description and main responsibilities

General 

  • Act as the first point of contact for all enquiries including internal and external callers whilst making decisions about the most appropriate referral point.  

  • Communicate with internal and external contacts to support effective responses to emergencies, contacting Medical Consultants directly or escalating issues and providing information to Senior Managers on call. 

  • Follow procedures for on-call arrangements for UHMBT and other Morecambe Bay NHS organisations including, One LSC, Community, Psychiatry and Commissioning Groups. 

  • Demonstrate sensitivity, calmness, compassion and empathy whilst being polite and efficient with callers who may be patients, visitors or staff who may be anxious or angry, and may involve information, which is confidential, personal and sensitive. 

  • Assist in coordinating responses to emergency crash calls (adult cardiac, adult trauma, paediatric arrest, paediatric trauma, obstetrics and neo-natal) fire, major incidents, security or bomb alerts, covering all hospital sites.  

  • Liaise with and support all levels of Estates and I3 staff when faults occur with key equipment. 

  • Arrange for and provide cover for sickness out of hours or in the absence of the Assistant Facilities (Switchboard) Manager. This entails contacting colleagues from a central staff list for availability at short notice. 

  • Receive and make bookings for ad hoc transport (taxis, Blood Bikers, ad hoc transport services) selecting the most cost-effective service to use to ensure transportis available in a timely fashion.  

Outside office hours 

  • Provide an access/ egress service, carrying out identity checks, for the WGH main hospital site overnight through either the main front hospital door or via the rear staff entrance, supporting the safety and security of the hospital and all persons present. 

  • Monitor the security cameras in Switchboard and if felt necessary or requested by others (i.e. Urgent Treatment Centre), contacting the Police.  

  • Take calls from the RLI patient / visitor car park system on Ashton Road to let vehicles out by raising the exit barrier. 

  • Due to the complexity of the Organisation and the large amount of information and detail required for an effective service the post holder will be required to undertake all relevant training with current or new systems during their Probationary training period (6 months

Person specification

Essential and desirable

Essential criteria
  • 5 GCSEs or equivalent including C in English
  • Computer keyboard skills
  • Excellent communication skills
  • Calm and professional
  • Experience of working with the general public
Desirable criteria
  • Customer Care training or experience
  • Prioritisation skills

Employer certification / accreditation badges

NHS Pastoral Care Quality AwardPositive about disabled peopleInvestors in PeopleCare quality commission - GoodDisability confident committedStep into healthHappy to Talk Flexible Working

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.

Documents to download

Apply online now

Further details / informal visits contact

Name
Sue Ferguson
Job title
Assistant Facilities Manager
Email address
[email protected]
Telephone number
01539 715087
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