Job summary
- Main area
- Estates and Facilties
- Grade
- NHS AfC: Band 2
- Contract
- Permanent: This vacancy is open to all internal and external candidates.
- Hours
- Part time
- Flexible working
- Job ref
- 302-25-7175422E
- Employer
- Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Royal Albert Edward Infirmary
- Town
- Wigan
- Salary
- £24,169 per annum, pro rata
- Salary period
- Yearly
- Closing
- 02/06/2025 08:00
Employer heading
Switchboard Operator
NHS AfC: Band 2
Choose Well - Choose WWL
Job overview
We are looking for a part time telephonist (25-hour post) in busy Switchboard Dept. With flexibility to cover shifts over a 24-hour period working rostered shifts.
The postholder will be expected to work with a very flexible approach to aid as required in the busy Switchboard Dept to ensure a continuous service for our patients & staff.
Working days will be discussed at interview, rotas over a 4-week pattern.
Will be Required to be part of On Call Rota.
Only applicants who can work with flexibility to apply please.
If you would like to arrange a visit to see what is involved in the wonderful Switchboard Team, please contact the recruiting manager who will arrange a mutually convenient time for your visit.
This vacancy is open to all internal and external candidates.
*Applicants who have already received feedback that they are unsuitable for the position need not apply - unless they have taken steps to strengthen their application to demonstrate and evidence how you meet the essential criteria since that decision. *
Main duties of the job
To provide a comprehensive & confidential telephone service to support the daily activity of the Hospital Trust. Experience of handling telephone queries & ensuring a high-quality response to incoming calls from external & external sources is essential. Experience of monitoring & addressing alarm signals, using bleep systems & liaison with various depts. is also valuable but not essential.
Ensuring provision of an efficient & responsive communications service to staff, patients & customers
Expected to have a flexible attitude towards working hours & covering other members of the Switchboard team at short notice.
Previous switchboard experience desirable, preferably in an acute hospital, & an excellent telephone manner is required.
Knowledge of IT and Windows desirable.
Monitoring of alarms & dealing with emergencies.
We operate 24 hours over 7 days a week. Flexibility is essential ensuring the provision of service in emergency situations.
Required to be part of the on call rota 1 in 4
Working for our organisation
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement and living our values.
· People at the Heart
· Listen and Involve
· Kind and Respectful
· ONE Team
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.
At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.
Detailed job description and main responsibilities
Key results from the job holder
- Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
- Receive and direct as appropriate all incoming and outgoing calls.
- Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
- Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
- Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
- Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
- Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
- Operation, including test protocols, of internal and external Paging Systems.
Person specification
Additional
Essential criteria
- A flexible approach to working pattern
- Adapt well under pressure
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
- Pleasant Telephone Manner
- Able to work as a lone worker.
Knowledge
Essential criteria
- Understand how to access information
Desirable criteria
- Knowledge of Trust and its departments and functions
Skills
Essential criteria
- Good interpersonal skills
- Ability to work alone on their own initiative
- Keyboard Skills
Experience
Essential criteria
- Experience of Handling telephone queries in an office environment
- Able to work within a team
Desirable criteria
- Customer care awareness
- Dealing with people/enquiries by telephone
- Previous hospital experience would be useful
Qualifications
Essential criteria
- Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Ashleigh Miller
- Job title
- Senior Switchboard Supervisor
- Email address
- [email protected]
- Telephone number
- 01942 822040
- Additional information
Ashleigh Miller, Senior Switchboard Supervisor,
01942 822040
Cerys Simm Switchboard Team Leader
Switchboard Dept
01942 244000
If you have problems applying, contact
- Address
-
Buckingham Row
Brick Kiln Lane
Wigan
WN1 1XX
- Telephone
- 07786529393
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