About this role
Job summary
20 hours per week.
We have an opportunity arisen to appoint a Switchboard Operator on a one year fixed term contract with responsibility for providing a professional, courteous service for all enquiries.
Applications are welcomed from enthusiastic people with a flexible approach as this position will involve covering various shifts for A/L and sickness at short notice.
You will be the first point of contact for service users, consultants and professionals therefore an exemplary telephone manner is essential.
Working hours will be Monday Sunday between 0800 and 2200 hours on various shifts.
Qualifications and experience required:
A good level of general education and excellent communication skills is essential. Good people skills and the ability to work as a member of a team or on your own.
Main duties of the job
The Post holder will be based at the Mount Gould Local Care Centre providing professional switchboard cover. Although working to a monthly rolling rota all switchboard staff are responsible for covering switchboard colleagues A/L and sickness as well as their own contracted hours.
Key Working Relationships:
Estates and Facilities Management
This role is not eligible for sponsorship under the Skilled Worker route.
Please note that Livewell may close the job advertisement earlier than the specified deadline if a high number of applications are submitted. Therefore, we recommend you submit your application at the earliest opportunity.
All Livewell staff are expected to be able and willing to work across a 7 day service.
About us
Livewell Southwest is an independent, award-winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs.
As an organisation with a strong social conscience we are guided by our values, kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability, while empowering staff and those we serve.
We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives.
We prioritise employees' development, offering protected CPD time, training pathways, leadership programs, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programs ensure a smooth transition into our organisation.
Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro-diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert.
Job description Job responsibilities
Communication:
1. Operate the switchboard console maintaining high standards of customer care at all times ensuring that appropriate action is taken in accordance with the messages received.
2. Communicate with all personnel in a calm, tactful and sympathetic manner at all times.
3. Act as the contact point for the out of hours medical, psychiatric, social workers, directors, estate engineers, contractors and porters.
4. Any information received will be treated with the upmost confidence in line with Livewell Southwest policies.
5. Maintain and record a daily log of events when on duty.
Service Delivery:
6. Handle and process communications for emergencies ensuring that the procedures laid down are correctly carried out in the event of any emergency or alarm call being made i.e. cardiac arrest, urgent medical or security assistance.
7. Maintain the Livewell Southwest duty Rota ensuring all contact details are updated and accurate for on call senior management, consultants etc.
8. Email on call details to UHP switchboard daily.
9. Update UHP switchboard weekly with any telephone numbers which have changed or are not on the database.
10. Responsible for the security of all keys, including maintenance of the issue/receipt log.
11. Report any faults in the switchboard extensions and alarm systems and keep the fault record book updated.
12. Responsible for recording and maintaining accurate clerical records of hospital admissions/discharges in accordance with the DPA.
13. Responsible for maintaining other such clerical records as may be required to facilitate an adequate level of service delivery (location of on-call staff etc...).
14. Responsible for ensuring the correct procedures are carried out in the event of a major incident and communicate with all relevant personnel.
15. Be responsible for the booking of pool cars and issuing keys.
16. Be responsible for arranging short notice cover for sickness or other unplanned absences of telephony staff.
17. Delegated responsibility for conducting the induction training, mentoring and performance coaching of new telephonists.
18. Maintain a high standard of professional behaviour and continually work towards the improved and effective operation of the telephone service.
Person Specification
Qualifications Essential
NVQ II, or equivalent, or able to demonstrate the skills, knowledge & ability to work to this level Maths & English GCSE Grades 4 and above or equivalent Ability to use a computer and standard computer skills Good communication skills with ability to demonstrate fluency, clarity and effectiveness at all levels Able to interpret verbal and written instructions
Desirable
Evidence of recent work related training
Knowledge Essential
Up-to-date knowledge of Health & Safety regulations
Desirable
Knowledge of telephone procedures and telephone equipment Knowledge of NHS medical terms and abbreviations
Personal skills, abilities & attributes Essential
Able to help and effectively deal with people, even under stress, in a calm, tactful, diplomatic manner Able to accept responsibility especially out of hours and be capable of acting on own initiative Willingness to learn and develop new skills Willing to cover shifts at short notice
Experience Essential
Ability to adapt to service needs and assist to initiate change Ability to communicate with different disciplines at all levels within the organisation
Desirable
Experience of working within a hospital environment Relevant switchboard experience Knowledge of emergency plans and the role of telephonist.
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 Livewell Southwest
Address 200 Mount Gould Road
Mount Gould
Plymouth
Devon
PL4 7PY
United Kingdom
Employer's website https://www.livewellsouthwest.co.uk/ (Opens in a new tab)