Switchboard Operator(Copy)

Overview

The Switchboard operator role is a challenging and dynamic role for someone who enjoys using their own initiative to provide excellent customer service through a wide variety of tasks.

The post holder will provide the 1st point of contact for the Trust, using an efficient and reliable service to communicate with the general public, staff, health professionals and emergency services in a courteous and friendly manner and is responsive to the needs of the trust and its users.

Handling in excess of 60,000 calls per month and initiating emergency responses such as Cardiac Arrest Calls, Fire, Major Incidents, Helicopter Landings they are responsible for effectively understanding and working to a wide range of very highly complex work procedures and processes.

Comprehensive and well-structured training and support is provided; they will be expected to take every opportunity to work from established guidelines enabling them to give a professional and courteous service to all.

This post will include effective administrative duties by supporting data entry and maintenance of spreadsheets and databases, other basic information systems, internal forms for use across the service /directorates.

Once completed the in-house training the post holder works unsupervised when undertaking Switchboard, administrative tasks during the shift the post holder will be required to respond to constant interruptions colleagues, telephone and emails. Many of which will require immediate attention.

Main duties

The post holder will:

• Demonstrate good written and verbal communication skills with both service users and staff. Always act in a professional and responsible manner with customers, service users and colleagues, using appropriate language and communication skills, which acknowledge barriers to understanding, cultural differences and diversity.
• The post holder will work with all levels of staff, including clinicians and senior managers, contractors, stakeholders associated with the Trust including clinicians and system users. To provide general non-clinical advice, information, guidance directly to staff, patients, clients, relatives and carers.
• Communicates effectively with external stakeholders (GP\’s, other hospitals, Ambulance services, local authorities, police and council), dealing with service or general queries, together with taking appropriate action.
• Communicates clearly and effectively with Trust Staff at all levels across the organisation through a range of electronic, written and oral media, whilst understanding the need for discretion and confidentiality.
• Responsible for receiving and providing information which can be of a sensitive nature and is often complex and detailed on a regular basis.
• Maintaining effective working relationships and communications with the Estates Helpdesk, wider maintenance team, accommodation team, cleaning services.
• Develop and maintain communication with people.

Benefits

At Somerset NHS Foundation Trust, we\\\’re committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer

• Flexible working options to help you balance work and life
• NHS pension scheme for long-term financial security
• Generous annual leave allowance to recharge and relax
• A strong focus on career development to help you grow and achieve your potential
• Additionally, you\\\’ll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.

We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.

Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away – and only two hours to London.

The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it\\\’s a great place to build both your career and your future.

Somerset truly has it all – the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.