About this role
Job summary
As the first point of contact for Aneurin Bevan University Health Board, operators are responsible for providing a fast, friendly and efficient service to all Health Board employees, the general public and other health organisations.
Switchboard Services run on a 24 hour basis and there are various shift patterns. In addition, you may be required to work at any location within the Health Board to ensure continuity. Your hours of duty will be on a rota basis.
We are looking for individuals who have:
Excellent telephone manner, communication and customer service skills The ability to judge the urgency of situations and respond accordingly Empathy, tact and diplomacy when dealing with difficult situations Excellent organisational skills and methodical in their approach in all aspects of work Excellent attention to detail Flexibility in working practices and to the needs of the service The ability to demonstrate commitment to achieving high quality standards of work The ability to work as part of a team and on own initiative The ability to work and problem solve under pressure The ability to work at other locations The ability to attend work on a rotational basis
Operators are required to use their own initiative when dealing with situations outside the parameters of procedures.
Main duties of the job
Provide a responsive switchboard/information service for 17 locations across the ABUHB geographical area Facilitate the Transport Service through arranging requests made via telephone and email
Facilitate the Interpreting and Translation Service through arranging requests made via telephone and email Effectively record and relay calls for child protection in a timely manner Support calls for Works and Estates, District Nursing and IT during Out of Hours Maintain and compile rota information provided by email for clinical and non-clinical staff necessary for the Out of Hours Service Disseminate information of emergency clinical and non-clinical events, including Major Incident, through to appropriate individuals and teams Provide assistance in the maintenance of the Internal Directory Complete testing of the bleep communication system and programme bleeps appropriately Undertake any necessary administrative duties
Candidates are advised to ensure they refer to the attached Person Specification and use the 'Supporting Information' section of the application form to detail how they meet the various requirements.
The ability to speak Welsh is Essential for this role, or willingness to undertake training as required by the post; Welsh and/or English speakers are equally welcome to apply.
This post is fixed term for 9months due to - meet the needs of the service
About us
Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Job description Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Person Specification
Experience Essential
Previous experience in a customer focused environment
Desirable
Previous experience in call centre environment
Qualfications Essential
GCSE or equivalent qualifications or work based experience
Desirable
NVQ Level 2 or Work Based Experience
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 Aneurin Bevan University Health Board
Address Grange University Hospital
Caerleon Road
Cwmbran
NP44 8YN
United Kingdom
Employer's website https://abuhb.nhs.wales/ (Opens in a new tab)