About this role
Job summary
The Switchboard Operator will provide professional service and operate within the values and standards of the trust.
Respond to calls that can be distressing from patients, visitors, staff and other callers in a professional and prompt manner, ensuring that the trust values are maintained.
Applicants should be Enthusiastic, Smart, Flexible, Reliable, decisive, show initiative in all situations and have excellent Customer Service skills and Communication skills.
Main duties of the job
The Christie is an international leader in cancer research and development and the largest cancer treatment centre of its kind in Europe.
The Facilities division has a vacancy for a band 2 Switch Board Operator role within the Switchboard department. All work will be supported by risk assessments.
The Switch Board Operator will provide professional service and operate within the values and standards of the trust.
About us
The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.
Job description Job responsibilities
1. Use of IT equipment and switchboard systems.
2. Use of IT systems and intranet to find relevant information relating to patient, staff, and visitor requests.
3. Use of IT programmes to enter on-call details and to maintain contact lists up to date.
4. Answer all calls internal and external in a polite, calm, professional manner being able to deal with emotionally distressed patients and visitors in a sensitive and non-confrontational manner, prioritising calls as per operating procedure.
5. Respond to emergency calls in a calm professional manner, following all procedures and training.
6. Carry out daily emergency call test daily and record as procedure and training.
7. Generate electronic emergency notifications (often called crash calls) in a clear and confident manner, ensuring accuracy at all times.
8. Operate internal messaging system (currently Allocate Alertive) In accordance with procedures and training.
9. Maintain out of hours on-call lists liaison with clinical colleagues to ensure details held are correct.
10. Prepare night out of hours on-call lists and ensure correct information is handed over to evening staff.
a. Escalate all switchboard issues immediately to various colleagues, including Digital Services, Duty Manager, Operational Services Manager, Deputy Operational Services Manager.
11. Ensure patient confidentiality to be maintained at all times as per Trust policy.
12. Take part in trust Performance Development Review process.
13. Ensure individual training is kept up to date.
14. Demonstrates knowledge and application of the Trusts value and behaviours.
Undertake any other duties or responsibilities as required and deemed reasonable by the Operational Services Manager.
This job description is not a complete list of duties but is intended to give a general indication of the range of work undertaken. It will vary over time as demands and priorities within the NHS change. Significant changes in the range of work undertaken will be made only after discussion with the post holder.
Person Specification
Qualifications Essential
No formal qualifications required Must have good comprehension of English language
Desirable
Customer care experience NVQ Level 3 English and Maths certification
Experience Essential
Switchboard knowledge Ability to work as part of a team
Desirable
NHS switchboard experience Knowledge of healthcare systems
Skills Essential
Excellent verbal communication skills Good Written Skills Good Organisational Skills Good level of keyboard Skills (MS Office, Teams, etc.) Excellent customer service skills
Desirable
Previous experience working with the public, preferably in an NHS setting Ability to display empathy towards patients, visitors, callers Ability to remain calm when dealing with potentially challenging situations
Knowledge Essential
Must be willing to learn how to operate switchboard equipment and software
Desirable
Must attend all necessary training courses
Values Essential
Ability to demonstrate Trust organisational values and behaviours
Desirable
Demonstrate care and passion for patients
Other Essential
Must be willing to be flexible regarding work hours as and when required
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 The Christie NHS FT
Address Switchboard - E00239
Manchester
M20 4BX
United Kingdom
Employer's website https://www.christie.nhs.uk/ (Opens in a new tab)