About this role
Job summary We are looking for an enthusiastic Operator to come and join our Patient Centred team in the Switchboard Department based at The Leeds General Infirmary
The successful candidate will contribute to the provision of a comprehensive patient administration functionalities within the Outpatient Clinic Service Unit.
These vacancies are will be predominantly telephone based and will be primarily your key role. The post holder will be the first point of contact for the Leeds Teaching Hospital Trust receiving telephones calls from patients and NHS employees. Switchboard is a crucial part of the service is supporting the emergency procedures for the Leeds Teaching Hospitals which include:
Crash Calls - delivering the appropriate message to the crash team to help save patients life. Fire Calls - fire alarms activated within the hospital are monitored by Switchboard are the post holder will be responsible for calling the fire brigade and liaising with appropriate emergency teams to make sure the fire is dealt with in a timely and efficient manner. Medical Gas Alarms Liaising with the appropriate teams when alarms are activated in a timely and efficient manner. Major Incidents, if a major incident is declared within Leeds and surrounding areas and Leeds Teaching Hospital is needed the Switchboard implement the Major Incident procedure pulling a specialist team to support the incident.
Main duties of the job The post holder will provide a high standard of customer service. They will possess excellent communication skills, IT skills and will have a flexible approach to work. They will have the ability to prioritise their own workload as well as working as part of a team. Standardised scripts are followed and calls are monitored and recorded.
The post holder will be required to maintain and provide a patient focused confidential, efficient and accurate service in line with the procedures set out in the Trusts Patient Access policies. You will need to be able to liaise with staff throughout the Trust and patients dealing effectively and efficiently with their enquiries.
The post holder must have a good standard of basic education, including written and spoken
About us The Leeds Teaching Hospitals NHS Trust is committed to delivering the highest quality and safest treatment and care to every patient, every time.
Our vision is to provide the highest quality specialist and integrated care.
We will do this through delivery of our multi-year goals and strategic priorities, which you can read about on this page.
Central to it all is The Leeds Way our values and behaviours that are at the heart of everything we do.
Job description Job responsibilities For questions about this job, contact:
Jennifer Robinson Switchboard Manager [email protected] 01133925051
Job Summary We are looking for an enthusiastic Operator to come and join our Patient Centred team in the Switchboard Department based at The Leeds General Infirmary
The successful candidate will contribute to the provision of a comprehensive patient administration functionalities within the Outpatient Clinic Service Unit.
These vacancies are will be predominantly telephone based and will be primarily your key role. The post holder will be the first point of contact for the Leeds Teaching Hospital Trust receiving telephones calls from patients and NHS employees. Switchboard is a crucial part of the service is supporting the emergency procedures for the Leeds Teaching Hospitals which include:
Crash Calls - delivering the appropriate message to the crash team to help save patients life. Fire Calls - fire alarms activated within the hospital are monitored by Switchboard are the post holder will be responsible for calling the fire brigade and liaising with appropriate emergency teams to make sure the fire is dealt with in a timely and efficient manner. Medical Gas Alarms – Liaising with the appropriate teams when alarms are activated in a timely and efficient manner. Major Incidents, if a major incident is declared within Leeds and surrounding areas and Leeds Teaching Hospital is needed the Switchboard implement the Major Incident procedure pulling a specialist team to support the incident. Why you should join our Team The post holder will provide a high standard of customer service. They will possess excellent communication skills, IT skills and will have a flexible approach to work. They will have the ability to prioritise their own workload as well as working as part of a team. Standardised scripts are followed and calls are monitored and recorded.
The post holder will be required to maintain and provide a patient focused confidential, efficient and accurate service in line with the procedures set out in the Trust’s Patient Access policies. You will need to be able to liaise with staff throughout the Trust and patients dealing effectively and efficiently with their enquiries.
The post holder must have a good standard of basic education, including written and spoken
English. Good Customer Service telephone manner.
Good computer literacy and a willingness to further their PC skills.
Experience of working in a customer service role and experience of working in a
predominately operational telephone environment e.g., switchboard/call centre.
This post is based at Leeds General Infirmary and receives calls for all the Leeds Teaching Hospital Trust sites, these are Leeds General Infirmary, St James University Hospital, Seacroft Hospital and Chapel Allerton Hospital.
The Switchboard Service is a 24/7 service and is this role is a 12 hour shift role This based on a shift pattern including weekends and all bank holidays. The post holder will be flexible and available to work days, evening and night shifts.
What you will bring to the role Able to follow verbal and written instructions.
GCSE (or equivalent experience) English Language and Mathematics grade C and above Good Basic Standard Education demonstrating excellent communication skills and numeracy A Willingness to undergo training to carry out the job Experience in operating a switchboard Experience coordinating/Supervising a team of staff Experience of dealing with sickness, recruitment, and disciplinary issues. Experience at supervisory/senior level in a healthcare environment A well developed understand and knowledge of office based procedures/systems gained over a significant period of time to enable implementation and appropriate training of the communications team. Interpretation and analysis of reports, databases and spreadsheet information Working in a customer focussed environment Well developed knowledge and experience of using a variety of IT applications and a Windows based environment
Please see the attached job description for further information about this vacancy.
About Leeds Teaching Hospital NHS Trust Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:
Patient-centred Collaborative Fair Accountable Empowered
All our actions and endeavours will be guided and evaluated through these values
We’re committed to recruiting exceptional people to deliver outstanding services across Leeds Teaching Hospitals NHS Trust and helping every colleague reach their full potential. We’re looking for a compassionate, inclusive, and collaborative leader who shares our values and can build strong partnerships. We warmly invite applications from people from a variety of backgrounds and sectors, and are especially keen to hear from individuals from a minority ethnic background. We’re dedicated to creating a diverse and inclusive environment where everyone feels valued, supported, and has a true sense of belonging, as we work together to deliver the best in healthcare to the people of Leeds and beyond.
Sponsorship Eligibility To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.
Person Specification
Qualifications Essential
For further information, please click 'Apply' where you can download the full job description and person specification from our careers site.
Experience Essential
For further information, please click 'Apply' where you can download the full job description and person specification from our careers site.
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.
Employer details Employer name Leeds Teaching Hospitals
Address Leeds General Infirmary
Leeds
West Yorkshire
LS1 3EX
United Kingdom
Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)