About this role
Job summary
We are recruiting to our Switchboard team at Callington Road Hospital, which provides a switchboard function and some administrative services to Avon and Wiltshire Partnership (AWP) staff, service users, interdependent organisations and the general public.
This is a Bank post so would best suit somebody looking to work part time on a flexible basis or to supplement their existing income.
The ideal candidate would be looking for 2-3 shifts per week, although all availability will be considered. Please indicate preferred shifts and likely availability in the body of your personal statement.
Main duties of the job
The post holder will provide advice and information as appropriate over the telephone to the Trust's internal and external customers, in accordance with operating procedures. The role will include collation and escalation of essential information as necessary, administrative services to internal customers, and general switchboard enquiries as appropriate and in accordance with operating procedures.
About us
We are the lead provider of healthcare for people with serious mental illness, learning disabilities and autism across Bath and North East Somerset (BaNES), Swindon and Wiltshire, and Bristol, North Somerset and South Gloucestershire.
We aim to provideHigh Quality, Compassionate Careeverywhere, every day. This means our services will be safe, clinically effective and provide a positive all-round experience for our patients, families and carers. And we believe passionately in treating everyone with kindness, respect and empathy.
Key to this is providing a supportive and safe environment for our 4,000 staff where we all feel welcome and able to do the best we can for those we support. Our staff and teams work incredibly hard delivering services across more than 90 locations, covering 2,200miles, to more than 1.8million people.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job description Job responsibilities
Operate the computer-based switchboard. Answer calls from the general public efficiently and politely, using initiative to direct the caller to the correct destination and transfer them to the appropriate numbers. Act as a non-clinical answering service for the Trusts Intensive Support Teams out of hours.
Take calls from service users, healthcare professionals and emergency services amongst others and take caller details, making accurate logs of each call received. Pass messages to the appropriate Intensive Support Teams so that clinical intervention can be arranged as necessary.
Book detained ambulances and non-detained transport for departments throughout the Trust, liaising with and acting as an information flow between transport providers and clinical staff. Keep accurate records of all journeys using the booking system.
Maintain a central up-to-date rota for on-call personnel, including doctors, consultants, pharmacists and managers. Follow the Trusts on-call procedures, signpost staff to relevant on-call personnel for their query and transfer to privately held numbers.
Answer emergency and major incident calls from local and national agencies and escalate to appropriate officers using the Trusts cascade procedure. Use initiative and goodwill to support staff following the declaration of a major incident.
Maintain a live Bed State information sheet out of hours. Support On-Call Managers and Intensive Support Teams by providing up-to-date availability of beds throughout the Trust. Keep track of changes to bed availability throughout nights and weekends and return updated sheet to the Bed Management team in office hours. Log details of all staff members making international calls via the switchboard.
Ensure that all exceptions and faults relating to telephones, the switchboard and its services are escalated to relevant personnel. Follow local guidance and use initiative during business continuity events to ensure continued running of the service.
Person Specification
Experience Essential
Previous customer service experience
Desirable
Relevant previous switchboard/call centre experience
Skills Essential
Evidences telephony/verbal communication skills Demonstrates IT literacy inc. confidence with Microsoft packages and bespoke systems Demonstrates good standard of literacy in application Displays ability to follow policies and procedures
Team working Essential
Has experience or understanding of shift work Has experience of working both in a team and autonomously
Knowledge Essential
Has knowledge and understanding of, or interest in, NHS Mental Health Services
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 Avon & Wiltshire Mental Health Partnership NHS Trust
Address Callington Road Hospital
Marmalade Lane, Brislington
Bristol
BS4 5BJ
United Kingdom
Employer's website http://www.awp.nhs.uk/about-us/working-for-us/ (Opens in a new tab)