At a Glance
- Tasks: Operate the switchboard, manage calls, and provide essential support to patients and staff.
- Company: Join the University Hospitals of Northamptonshire NHS Group, dedicated to excellence in healthcare.
- Benefits: Flexible hours, inclusive environment, and opportunities for professional growth.
- Other info: Work in a dynamic team with a commitment to diversity and inclusion.
- Why this job: Be the first point of contact in a vital healthcare setting and make a difference every day.
- Qualifications: Good communication skills and experience with telephony systems preferred.
The predicted salary is between 22703 - 27749 £ per year.
In July 2021 we formed the University Hospitals of Northamptonshire NHS Group, bringing together the constituent organisations of Kettering General Hospital NHS Foundation Trust and Northampton General Hospital NHS Trust. We have agreed an ambitious Group Strategy 'Dedicated to Excellence' which sets out our strategic ambitions and priorities for the coming years.
Working on the Trusts Avaya Telephone System the candidate will be required to operate the Central Communication service and its associated systems. The ideal candidate must have excellent communication skills and be courteous and friendly and be responsive to the needs of the Trust and their users. Working the hours of Monday, Thursday and Friday 12.00 - 18.00.
Main duties of the job
- The post holder will be a member of the Unified Communications team responsible for working in the Switchboard using the correct processes and procedures for when staff are handling the Trust alarm systems, such as Fire Alarms, Theatre Medical Gas Alarms, Pharmacy Fridge Alarms, Intruder Alarms, Trust Bleeps and Emergency phone, and arranging the correct crash teams are guided to the correct location.
- Act as a first point of contact to the Group, providing general non-clinical advice, information guidance or ancillary services directly to patients, clients, relatives or carers.
- To meet the needs of a 24/7 public facing service the post holder may be required to work shifts, including working a combination of daytime, evening and night-time hours on weekdays, weekends, to include Bank Holidays.
About us: Northampton General Hospital NHS Trust is on an exciting journey with all of our divisions committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire (UHN). As part of this collaborative approach, there may be a requirement for you to work across both the Kettering and Northampton hospital sites, depending on the needs of the service.
Our Excellence Values
- Compassion
- Accountability
- Respect
- Integrity
- Courage
We want to recruit the best people to deliver our services across UHN and help to unleash everyone's full potential. UHN encourages applications from people who identify from all protected groups. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative. We recognise the valuable contribution that the Armed Forces community make to our organisation. We have signed the Armed Forces Covenant and achieved Silver Award under the Armed Forces Employer Recognition Scheme. We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for UHN.
Job responsibilities
- To operate the Groups switchboard consoles in an efficient, courteous and friendly manner, answering calls within agreed timescales.
- To answer incoming telephone calls and enquiries.
- To connect outgoing telephone calls made by users.
- To monitor and log, if necessary, information concerning all personal calls made by staff for re-charge purposes.
- Ability to adapt communication style to understand the needs of others and ensure effective and compassionate communication.
- Ability to communicate in instances where communication is difficult due to language barriers, distress, emotion, hearing difficulties etc.
- The efficient operation of the Groups paging systems for both emergency and non-emergency calls.
- To be fully aware of the Groups Emergency process and the Switchboards responsibilities upon activation.
- Responsible for ensuring that all alarm and notification panels/screens are monitored, alerting the appropriate teams as quickly as possible.
- Responsible for prioritising emergency calls and take the appropriate actions as quickly as possible.
- To provide Out of Hours reception cover as required dealing with general enquiries.
- Receive and document key transactions including accommodation for new and on-call staff.
- To monitor CCTV cameras within the switchboard areas when requested.
- To receive deposits for accommodation using debit/credit card transactions ensuring relevant paperwork (receipts) are completed in line with the departmental procedures.
- Booking taxis for staff, patients and equipment.
- Responsible for ensuring that all staffing and on-call rota changes reported to Switchboard are made available to all staff.
- Contribute to the training of new team members.
- Flexibility in the hours worked will include cover at weekends and nights to ensure 24-hour cover is maintained within Switchboard.
Management and Leadership
- Contribute under direction to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives.
Technical Service Delivery
- Under direction ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Educations, Training and Qualifications
- Educated to Vocational level 2 education or equivalent level of education, training or experience.
- Knowledge of the provision of health services.
Knowledge and Experience
- Evidence of continuing professional development.
- Knowledge of Switchboard directories/telephony systems.
- Experience of delivering a switchboard function preferably in the public sector.
- Knowledge of Avaya telephony.
- Knowledge of pager solutions and the management of pager devices.
Skills
- Good verbal and written communication and presentation skills, suitable for a range of audiences.
- Ability to adapt communication style to understand the needs of others, ensure effective and compassionate communication.
- Ability to communicate in instances, where communication is difficult due to language barriers, distress, emotion and hearing difficulties.
- Advanced telephone and keyboard skills.
- Able to clearly manage priorities for self, staff and teams in order to meet targets.
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.
Telephonist in Nottingham employer: Northampton General Hospital
University Hospitals of Northamptonshire (UHN) is an exceptional employer, offering a supportive and inclusive work environment for Paediatric Oncology Consultants. With a commitment to professional development, the hospital provides generous study budgets, mentorship opportunities, and a collaborative culture that encourages innovation in child health services. Located in Northampton, you will be part of an award-winning team dedicated to delivering high-quality care to children and young people, making a meaningful impact in the community.
Contact Details:
Northampton General Hospital Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Telephonist in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northampton General Hospital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Northampton General Hospital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Telephonist in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Northampton General Hospital:Your cover letter is your chance to shine! Tell us why you want to work at Northampton General Hospital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Northampton General Hospital!
How to prepare for a job interview at Northampton General Hospital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
