About this role
Job summary
As the first point of contact for the telecommunication service of the Bristol Hospitals of the Trust, operators are responsible for providing an efficient switchboard/information service 24/7 to all staff and customers of the Trust.
Carry out all aspects of the responsibilities of an operator in a pleasant, courteous and professional manner at all times. Operators will be required to use their own initiative when dealing with situations outside the parameters of procedures
Main duties of the job
Responsible for being the first point of contact for 9 of the trusts Hospitals, for receiving and distributing calls from the public, GP's, internal callers, other Hospitals and agencies etc. Calls can be connected to either extension, exchange lines or to mobile staff via bleeps, mobile phones & Radio pagers.
To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious patients, patients with mental health problems, language and /or disability barriers, the media, complaints etc. Ensuring an appropriate and empathetic response to all.
To operate the switchboard consoles and Bleep System to provide an efficient telephone service across the Trust.
To respond in accordance with the designated written procedures when dealing with emergency and non- emergency requests
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Job description Job responsibilities
The main role is to answer calls internal and external from patients, careers and professionals in a calm, friendly and professional manner.
You will come into contact with everyone from patients, relatives, Doctors, other colleagues, Stake Holders, Chief Executives of this and other Trusts, Callers from NHS England and Clinical Commissioning Groups, Contractors and other services.
You will also deal with many emergencies from Cardiac Arrests to Fires and Intruder alarms. We Just co-ordinate these emergences making sure the right people are informed and attend such situations.
Person Specification
Knowledge and Experience Essential
previous switchboard experience or customer focused role working well within a team Experience of work well under pressure and managing a demanding workload
Desirable
Customer care NHS experience Nights or shift work
Aptitudes Essential
Able to retain information and pass on accurately Ability to deal with Emergency Life or Death Situations Prioritising responses accordingly Work Autonomously Good time keeping and reliability Ability to use initiative and resolve issues
Qualifications and Training Essential
Educated to GCSE Standard or Equivalent in Maths and English Qualification in IT or proven use of IT packages
Desirable
Customer Service NVQ or equivalent Knowledge of Data Protection and Patient Confidentiality issues. Typing/Word Processing Qualification
Skills and Abilities Essential
Excellent communications skills including confident and pleasant telephone manner to have used a digital switchboard and Multitone bleeps system prepared to train/mentor others Good Spelling Skills
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 University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
Address Bristol Royal Infirmary
Upper Maudlin Street
Bristol
BS2 8HW
United Kingdom
Employer's website https://www.uhbw.nhs.uk/ (Opens in a new tab)