About this role
Job summary
****** THIS IS A FIXED TERM POSITION FOR 12 MONTHS*****
Advert - Communications Operative / Switchboard Operator Princess Royal Hospital
Shift pattern:
Monday -11am - 7pm Tuesday - 11am - 7pm Wednesday - 11am - 7pm Thursday - Nonworking day Friday - Nonworking day Saturday - 7am - 3pm Sunday - 7am - 3pm Band 3 - plus extra unsocial hour's enhancements pay for working night shifts.
The telephony staff are normally the initial contact between members of the public, patients, and hospital personnel. The post holder will be required to actively promote a positive and professional image and attitude to both internal and external callers at all times. They will be required to promote a professional manner and communicate effectively with patients, members of the public, GP's, trust staff, departments, visitors, and suppliers.
Telephony staff are required to operate various computerized systems where IT skills are required, to operate all departmental communication systems and undertake all Switchboard and Telecoms clerical duties.
For further details: Karl Scrase [email protected]
Main duties of the job
Switchboard Operators are an integral part of a professional team delivering a vital 24-hour communications and support service. Working within a dynamic and fast-paced environment, Operators use a computerised communications system to respond to calls, monitor medical and service alarms, provide helpdesk support, and activate emergency procedures when required. The role requires excellent communication skills, attention to detail, and the ability to prioritise effectively while managing multiple tasks. Operators play a key role in ensuring that emergency response, alarm monitoring, and support services are delivered efficiently and to a high standard at all times. Working both independently and as part of a team, Operators are trusted to use their initiative and judgement when responding to incidents, resolving issues, and supporting service users. The ability to remain calm, focused and professional in changing situations is essential. While the team strives to meet agreed response times, Operators are adaptable and resilient, responding effectively to fluctuations in demand and unexpected situations to maintain continuity of service across the 24-hour operation.
About us
At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer abuddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.Candidate Pack
Job description Job responsibilities
Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.
If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.
Operators are often the first point of contact for patients, members of the public and hospital staff, playing a vital role in delivering an excellent customer experience. The post holder will actively promote a positive and professional image of the Trust, providing a courteous, responsive and high-quality service to all callers and service users. The successful candidate will communicate confidently and effectively with patients, members of the public, GPs, Trust staff, departments, visitors and suppliers, ensuring enquiries are handled efficiently and professionally at all times. Working as part of a dedicated team, Operators support the delivery of a 24-hour communication service. Responsibilities include operating computerised communication systems, responding to calls, monitoring medical and service alarms, providing helpdesk support and activating emergency procedures when required. The role is varied and fast-paced, requiring the ability to manage competing priorities while maintaining accuracy and professionalism. Operators are trusted to work independently and use their initiative when responding to incidents, resolving issues and making timely decisions. The ability to remain calm, adaptable and focused in a busy environment is essential to ensuring service standards and response times are maintained. The role requires confidence in using a range of computerised systems and communication technologies. Operators are responsible for the effective operation of departmental communication systems and will undertake a variety of Switchboard and Telecoms administrative duties.
FTC/Secondment - Before applying, employees must discuss the opportunity with their current line manager to confirm whether they may be released from their substantive role if successful. Release to undertake a secondment is not an automatic entitlement and must be agreed by all relevant parties: the employee, their current line manager, and the recruiting line manager.
Candidate Information Pack:
https://www.uhsussex.nhs.uk/resources/candidate-information-pack/
Person Specification
Switchboard / Telephone experience Essential
oSwitchboard / Telephone experience oCustomer service experience oFlexible and commitment to work 24/7/365 shifts oAgree/Confirm requirements of the JD oNVQ level 3 Customer care or equivalent plus previous experience GCSE grade C or above - English
Desirable
oSuccessfully completed a course of secondary education (GCSE) English and Maths oKnowledge of Outlook/email/ IT skills Knowledge of medical terminology
oFlexible and commitment to work 24/7/365 shifts Essential
oSwitchboard / Telephone experience
oFlexible and commitment to work 24/7/365 shifts Essential
Agree work flexible shifts
Equality, Diversity, and Inclusion Essential
Evidence of having championed diversity in previous roles (as appropriate to role). Evidence of having undertaken own development to improve understanding of equalities issues
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 University Hospitals Sussex NHS Foundation Trust (279)
Address Princess Royal Hospital
Haywards Heath
RH16 4EX
United Kingdom
Employer's website https://www.uhsussex.nhs.uk/ (Opens in a new tab)