About this role
Job summary
As a Switchboard Operator, you will work as part of a dedicated team delivering a 24/7 switchboard service for the Royal United Hospitals Bath NHS Foundation Trust and the wider community.
Key Responsibilities
Provide accurate information and guidance to both internal and external customers, in line with established procedures and Trust policies. Handle a wide range of enquiries with professionalism, discretion, and efficiency. Respond appropriately to complex and sensitive situations, demonstrating sound judgement and initiative. Communicate effectively with a diverse range of individuals, including anxious patients, those with mental health needs, and individuals facing language or accessibility barriers. Manage enquiries from media representatives and respond to complaints with empathy, ensuring a calm, supportive, and customer-focused approach at all times.
Main duties of the job
1. To ensure that members of the public and other members contacting the Trust via the Switchboard are treated with courtesy, dignity and respect.2. To ensure accurate routing of incoming and outgoing telephone traffic.3. To ensure those clients making general enquiries regarding services provided on the Trust'ssite are given appropriate, timely and accurate information in accordance with operatingprocedures.4. To ensure the accurate transfer of messages over the site Bleep/paging system or othercommunication systems as required.5. To ensure prescribed emergency procedures are followed in the event of:-a) fire,b) cardiac arrestc) Paed Arrestd) Neonatal Emergencye) Major incidentf) Traumag) Helicopterh) Paed Traumai) Bomb Threatj) Cat 1 C-sectionk) Securityl) Chemical incidentm) Lift rescuen) Pharmacyo) Obstetricp) Anaestheticq) Major Haemorrhager) Fast positive stroke alert
About us
We are proud to be part of BSW Hospitals Group - a formal partnership between the Royal United Hospitals Bath NHS Foundation Trust, Great Western Hospitals NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people.
We are creating a health and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.
By working together, we make a real difference for our patients, each other, and our community. Every role matters in delivering the exceptional, person-centred care we're proud of.
We're committed to a compassionate, inclusive culture where kindness is championed, differences are valued, and diversity makes us stronger.
We want to support you to thrive, taking your career to its full potential. We prioritise staff wellbeing - and yes, we even have a pool!
Discover what it's like to live and work in Bath, explore our RUH staff benefits, and learn how we're building healthcare for the future through the Dyson Cancer Centre and our commitment to research.
Job description Job responsibilities
1. To ensure prescribed procedures and contingencies are followed in response to theactivation of alarms or other events reported via telephone or in person.a) Boiler Alarmsb) Medical Gas Alarmsc) Fired) Panic Alarmse) Pharmacy Fridge Alarmsf) Intruder Alarms
2. To ensure that events logs are maintained in accordance with operating procedures.3. To ensure daily testing and recording of team-call procedures and alarms to confirmoperational viability.4. To ensure that on-call and contact details are maintained accurately using the informationsupplied.5. To ensure that the operator directory is up-dated as new information is provided.6. To ensure that on-call contact details and up-dated operator directory information isdisseminated for the use of other Switchboard Operators.7. To ensure that only bona fide persons are admitted to the Trust's buildings through themonitoring and remote operation of entrance doors (access control) out of hours.8. To ensure that only bona fide persons are issued with keys or other items deposited with theSwitchboard for collection.9. To ensure that only bona fide persons are permitted access to international telephoneconnections and other controlled services.10. To ensure the controlled issue and exchange of site pagers and other communicationequipment.11. To ensure that malfunctioning site Bleeps are documented and dispatched for repair and anyother equipment is escalated in accordance with operational procedures. To replaceBleep/pagers, batteries, re-programme any faulty Bleep ensuring grouping details such ascrash details are still suitable for response to emergency situations. Provide appropriateinstruction and demonstration to users.12. Documentation of events and incidents as needed.13. Completion of communication and control/allocation based tasks as required.14. Operation of emergency communications centre during Critical or Emergency Incidentsituations15. Any other reasonable requests made by line management in accordance with needs of theorganisation.16. To participate in the Doctors changeover on a continuous basis involving issuing of bleeps,ensuring adequate bleeps available, collecting telephone numbers etc. for on call doctorsand recording all data on switchboard databases and the Multitone Computer.17. To monitor and give out emergency swipe access following security protocol out of hours.18. Operate 2-way radio communication systems in use within the Trust for Security.19. To assume the appropriate level of responsibility in the absence of a manager or supervisor,to deal professionally with consultants, Managers and trust colleagues who visit theswitchboard for a variety of reasons. physically20. Provide an out of hours, weekend and bank holiday response service as required by usersincluding Estates, Patient Locate, and Pharmacy etc.21. Be responsible for implementation of switchboard/telecommunication agreed operationalprocedure for continuity of service when a telecommunication line/network failure has beenidentified using initiative for various faults and organising contingency plans.22. To undertake training/coaching of new staff providing appropriate guidance, support andmentoring to colleagues until signed off as competent.23. Provide cover for Telephonists annual leave and sickness absence as and when required.24. To be responsible for the maintenance and housekeeping of all switchboard related areasreporting any faults and ensuring areas are clean, tidy and unobstructed.
Person Specification
Switchboard Essential
Good Interpersonal Skills Ability to liaise and communicate with staff at all levels
Desirable
Previous switchboard experience NHS experience
Communication Essential
Excellent oral and written communication
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 Royal United Hospitals Bath NHS Foundation Trust
Address Royal United Hospital
Royal United Hospital
Bath
BA1 3NG
United Kingdom
Employer's website https://www.ruh.nhs.uk/ (Opens in a new tab)