Telephonist

Job summary

This is an exciting opportunity for a conscientious and motivated team player to join the Switchboard team on a 12 month fixed term contract. The successful candidate will be confident, articulate, and flexible, with strong organisational and IT skills. They will also be able to maintain the highest standards of professionalism, confidentiality, and customer service while working in a fast-paced environment.

The post will involve working on a 4 week rota and will include weekend and evening shifts. This is a part time position working 22.5 hours a week.

Week 01 (Fri 14.00-22.00, Sat 14.00-22.00, Sun 14.00-22.00)

Week 02 (Mon 14.00-22.00, Fri 14.00-22.00, Sat 14.00-22.00)

Week 03 (Mon 14.00-22.00, Wed 14.00-22.00, Fri 14.00-22.00)

Week 04 (Mon 14.00-22.00, Wed 12.00-20.00, Fri 14.00-22.00)

If you are a reliable team player who thrives in a busy environment and is committed to delivering an excellent service, we would welcome your application.

Main duties of the job

To undertake general telephonist and switchboard duties, acting as the first point of contact for patients, visitors, and staff. The post holder will provide a professional, courteous, and efficient service, communicating effectively with all levels of NHS staff, patients, visitors, and other service users to ensure enquiries are handled promptly and appropriately.

About us

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is more than 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us. Our values, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Being open and honest

Ensuring people feel cared for

Showing respect to everyone

We are committed to developing a culture of continuous improvement by embedding the principles of our Improvement System.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

DBS Checks and Costs

Any applicants who are offered posts requiring a DBS check as part of their employment check will have the cost of this check (at the current rate) deducted from their salary. Please see link in Supporting Information section for more details on DBS checks and costs.

Job description

Job responsibilities

  • Operate the Trust Switchboard in accordance with telecommunications operational policies and procedures, maintaining a professional, courteous, and efficient service at all times within a busy environment.
  • Collate and maintain accurate daily on-call rotas for doctors and other clinical staff during normal working hours (09:0017:00) and out of hours across the Alexandra Hospital, Kidderminster Hospital, and Princess of Wales Community Hospital.
  • Maintain daily on-call rotas for non-clinical services, including Facilities, Pharmacy, Physiotherapy, Endoscopy, Estates, and Trades personnel across Trust sites and Mental Health Partnership locations, ensuring all amendments are accurately recorded.
  • Respond to a wide range of enquiries from patients, visitors, members of the public, and staff, providing accurate information and making every effort to locate patients and staff promptly and courteously.
  • Operate the bleep system at the Alexandra Hospital, including carrying out daily test calls for emergency bleeps such as cardiac arrest, major haemorrhage, and medical emergencies. Ensure all emergency bleeps are functioning correctly and that clear, accurate messages are communicated to the appropriate clinical teams.
  • Coordinate urgent bleep calls for medical staff, ensuring timely responses to emergencies, including Trauma Team activations involving consultants, junior doctors, theatre staff, and haematology personnel.
  • Carry out daily testing of emergency response systems and be responsible for initiating cardiac arrest and medical emergency calls. Connect wards and departments to the emergency ambulance service (999) when required.
  • Maintain a thorough understanding of all Trust emergency procedures, including cardiac arrests, trauma alerts, major incidents, internal alarm procedures, switchboard failure and business continuity arrangements, and fire procedures across the Alexandra and Kidderminster Hospital sites. Respond appropriately by notifying the emergency services and relevant personnel.
  • Arrange taxi bookings on behalf of staff and departments across the Alexandra Hospital, Worcestershire Royal Hospital, Kidderminster Hospital, Princess of Wales Community Hospital, Mental Health Partnership sites, and other Trust properties, ensuring all requests are accurately recorded.
  • Provide flexible support to the Switchboard service by undertaking other duties appropriate to the grade, including providing cover during periods of sickness, annual leave, or service demand as requested by the Switchboard Supervisor.


    • Person Specification

    Other Job Requirements

    Essential
    • - Ability to be flexible in working pattern
    • - Lone working
    • - Bank holiday working will be required

    Experience

    Essential
    • - Experience of using computerised systems and standard IT applications.
    • - Previous experience of working in a switchboard, contact centre, reception, or telecommunications environment.
    Desirable
    • - Experience of working within the NHS or another healthcare setting.
    • - Previous experience of working in a customer service or public-facing role.

    Qualifications

    Essential
    • - Good standard of general education (GCSEs or equivalent), including English and Mathematics.
    • - Competent IT skills, including experience of using Microsoft Office applications and computer-based systems.
    • - Willingness to undertake all mandatory Trust training.
    • - Willingness to undertake training in the operation of the Trust's telecommunications and switchboard systems.
    Desirable
    • - Previous training in telecommunications or switchboard operations.
    • - Emergency call handling or customer service training.
    • - Knowledge of NHS systems and procedures.

    Employer details

    Employer name

    Worcestershire Acute Hospitals NHS Trust

    Address

    Alexandra Hospital

    Woodrow Drive

    Redditch

    Worcestershire

    B98 7UB

    United Kingdom

    Employer's website

    https://www.worcsacute.nhs.uk/



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    Job Details

    Company
    Worcestershire Acute Hospitals NHS Trust
    Location
    Redditch, B98 7UB, United Kingdom
    Salary
    £25760.00 to £27476.00
    Posted