About this role
Job summary
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 2 x part-time positions:
1 x 22 hour shift working on a 2 week rota
Week 1 - Monday 6 am - 2 pm, Tuesday 6 am, - 2 pm, Thursday 6 am - 2 pm
Week 2 - Monday 2 pm - 10 pm, Friday 6 am - 2 pm Saturday 2 pm - 10 pm
1 x 15 hour shift working on a 2 week rota
Week 1 Friday 2 pm - 10 pm Saturday 2 pm - 10 pm
Week 2 Thursday 2 pm - 10 pm Friday 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.
- Operate a digital paging system.
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 description 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 Essential
Good standard of general education e.g. GCSE Continued personal and professional training or new Telecommunications technologies.
Experience Essential
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.
Desirable
Familiar with bleep systems Switchboard Experience NHS Experience
Key Competencies Essential
Knowledge of one or more telephone systems. High degree of accuracy and attention to detail when recording information
Skills and Aptitudes Essential
Computer literacy and ability to use multiple systems simultaneously. Numeracy skills for accurate record keeping.
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Walsall Healthcare NHS Trust
Address Manor Hospital
Moat Road
Walsall
WS29PS
United Kingdom
Employer's website https://walsallhealthcare.nhs.uk (Opens in a new tab)