Switchboard Operator

We seek a professional with switchboard experience, proficiency in written English and interpersonal skills. Candidates should be adept at digital switchboard operation and possess strong communication and computer abilities.

What we are currently looking for are 3 part-time positions to be filled :

x3 (15 hours)

Our switchboard operates 24/7, requiring flexibility to cover shifts, including nights and weekends, with a 24-hour notice period. You\’ll collaborate with a team and occasionally work solo.

Walsall Healthcare NHS Trust, a major local employer with 3,000+ staff, supports Flexible Working Arrangements and Race Equality, prioritising education, training, and development including a multi-professional education centre.

Our work is rewarding, offering competitive salaries and benefits like salary sacrifice and car leasing schemes, NHS pension retention or alternative schemes, and opportunities for professional growth in a supportive yet challenging environment.PLEASE NOTE, WE MAY CLOSE THIS VACANCY EARLY IF WE RECEIVE HIGH NUMBERS OF APPLICATIONS.

Main duties of the job

The Switchboard Operator role will include:

• Operate and provide a complete telecommunications service using the computerised switchboard consoles
• Dealing with clients queries in a polite and professional manner, maintaining exceptional standards for customer service and upholding the Trust\’s professional image at all times.
• Managing telephone and email enquiries and maintaining accurate client records against the computer database.
• Efficiently manage queries from customers in accordance with processes and guidelines.
• Assist and support other team members.
• Announce callers when transferring.
• Take accurate messages and forward accordingly.
• Dealing with emergency calls and recording the results accurately.
• Monitor all the alarm systems connected to the Switchboard and take appropriate action as determined by the Policies and Procedures
• Carry out activities set out in procedures for emergencies (Cardiac Arrest, Fire, Major Incident, Bomb Threat etc,)
• Update and maintain information.

About us

Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space.

Job responsibilities

The post holder acts as the first point of contact and will be responsible for the operation of the Hospital Switchboard, the internal calls systems,the call and fault logging systems and for the keeping of associated clerical records. The post holder will also be required to deal with all calls,including emergency calls, in a polite, sensitive and efficient manner, having regard to the good image of the Trust. The switchboard operates 24hours a day every day of the year.

Person Specification

Qualifications

• Good standard of general education e.g. GCSE
• Continued personal and professional training or new Telecommunications technologies.

Experience

• Demonstrate Customer care experience
• Experience with working with a telephone system
• Knowledge and understanding of Windows software packages e.g. Microsoft Word, Microsoft Teams etc.
• Familiar with bleep systems
• Switchboard Experience
• NHS Experience

Personal Qualities

• Team Player
• Ability to quickly assess and forward enquiries.
• Flexible to shift work patterns

Knowledge

• Knowledge of one or more telephone systems.
• Ability to work using own initiative without supervision.
• Ability to work under pressure
• Ability to co-ordinate and conclude emergency situations.
• High degree of accuracy and attention to detail when recording information
• Ability to communicate with staff & members of the public at all levels
• Knowledge of Bleep Systems
• Knowledge of Switchboard Systems

Disclosure and Barring Service Check

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.