Switchboard Operator in Walsall

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Main area Switchboard Operator Grade NHS AfC: Band 2 Contract Permanent: Part time / Unsocial hours (rota) Hours

• Part time
• Flexible working

22.5 hours per week (22.5 hours per week on a 2 week rota. Week 1 working Thursday 6 am - 2 pm , Friday and Saturday 2 pm - 10 pm and week 2 working Wednesday, Thursday and Saturday 2 pm - 10 pm) Job ref 407-CORP-8319726

Site Manor Hospital Town Walsall Salary £25,272 per annum, pro rata Salary period Yearly Closing 29/10/2026 23:59

Walsall Manor Hospital is a busy district general hospital offering compete range of acute services. The Trust primarily serves the immediate population of Walsall with some patients requiring more specialised treatment at other, neighbouring Trusts. The Trust continues to invest in its facilities and services, supporting high-quality care for the communities it serves.

This role offers the opportunity to work within our integrated care model, contributing to high-quality services that help people remain independent in their own homes and communities.

We are committed to investing in our workforce and creating an environment where colleagues can learn, contribute and develop. Our new Urgent Emergency Care Centre, opened in March 2023, demonstrates our ongoing investment in facilities and services.

As an employee, you’ll benefit from an attractive salary and comprehensive benefits package (detailed in Employer Description above), plus access to NHS pension arrangements and staff accommodation where available.

Walsall Healthcare NHS Trust is proud to be part of the Armed Forces Covenant, currently holding the Bronze Award, underlining our commitment to supporting the Armed Forces Community.

RESPECT – COMPASSION – TEAMWORK – PROFESSIONALISM

Job overview

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.

It is essential that candidates are flexible and able to cover additional shifts when staffing levels are low. It is expected that the successful candidate will work additional shifts on a regular basis.

What we are currently looking for are 1 part-time position:

1 x 22.5 hour shift working on a 2 week rota
Week 1 - Thursday 6 am - 2 pm, Friday 2 pm - 10 pm, Saturday 2 pm - 10 pm

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.

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 theTrust'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.

Working for our organisation

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.

Detailed job description and main 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
• Knowledge of one or more telephone systems.
• High degree of accuracy and attention to detail when recording information

Skills and Aptitudes

• Computer literacy and ability to use multiple systems simultaneously.

Please note your application will be transferred from the NHS Jobs system to the internal Walsall Healthcare Trac System. All correspondence will be sent via Trac.

Recruitment and Selection Approach

In line with best practice and regulatory guidance, our selection process is fair, consistent and based on your ability to perform the role, contribute to the organisation and your potential for development.

What to expect:

• Application screening: Your application will be reviewed against the person specification
• Interview: Typically, a panel interview with competency-based and values-based questions
• Assessment: Role-dependent assessments may include practical tasks or presentations
• Timeline: We aim to complete the process within 47 days of the closing date. Recruitment Journey is attached to all live vacancies.

We are committed to making reasonable adjustments for disabled candidates at any stage. Please contact us to discuss your needs.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Application numbers

Please note this vacancy may close early due to high volume of applications

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