Band 3 Telephonist - Birmingham, United Kingdom - University Hospitals Birmingham

University Hospitals Birmingham

Verified Company

Birmingham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job overview:

Are you looking for a new challenge?

An exciting opportunity has arisen for 3 committed telephonists to join the switchboard team at the Queen Elizabeth Hospital Birmingham.

We are a friendly team who provide a 24/7 telephony service and are often the first point of contact for both patients and staff.

You will be part of a team who provide a comprehensive and efficient service giving our service users the best possible experience.

We are a busy department dealing with an average of 6500 calls per day

We are looking for hardworking, dynamic individuals who are flexible, caring and able to work in a high pressure environment

All positions are part time

1 x 20hrs per week

1 x 25hrs per week

1 x 22hrs per week

Main duties, tasks & skills required:3 vacancies have become available for part time Telephonist positions within a busy switchboard department.

Vacancy - 20hrs per week

Vacancy - 25hrs per week

Vacancy - 22hrs per week

The main duties of the role include the following:
Answering external incoming telephone calls and connecting them to appropriate extensions using the computerised equipment provided.

Answering internal incoming calls from health care professionals and ensure that these are re-routed appropriately and any information required is provided.

Applicants must have the ability to deal with stressful, emotional situations and remain calm, empathetic and confident to the caller.

Good interpersonal skill and a willingness to undertake training are essential, as is a clear understanding of confidentiality.

Call centre/Switchboard experience is essential; please clearly demonstrate this in your supporting information.

About us:

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment.

This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work.

This is more than words. We are taking action.

Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO.

We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

Job description:

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person specification:
Qualifications:

Essential:

Good General Education (e.g. GCSE English and Maths A-C) GCSE Level 9
NVQ Level 3 in an administrative environment or Knowledge of administrative procedures and systems acquired through experience and training.

Desirable:

NVQ Level 3 in administration/ customer service or equivalent

Experience:

Essential:

Experience of dealing with the Public/Customer service experience
Significant telephony experience including experience of working with telephony equipment and pagers.
Experience of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook
Knowledge of telephony terminology e.g. phonetic alphabet
Must be able to demonstrate an understanding of equality and diversity

Desirable:

Experience of working in a busy environment
Experience of working in Healthcare
Knowledge of basic medical terminology
Experience of using Trust IT systems
Knowledge of supporting emergency procedures

Additional Criteria:

Essential:

Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
Ability to communicate with staff at all levels using clear and concise language, face to face or on the telephone where there maybe barriers of misunderstanding
Good keyboard / IT skills
Good organisation skills and ability to multitask
Good time management skills
Ability to deal professionally with enquiries from staff
Ability to problem solve in a timely manner
Ability to pay attention to detail where there are predictable interruptions to the work pattern
Ability to deal with stressful situations and work under pressure
Work effectively and flexibly as part of a team to meet the needs of the services
Confident in dealing with people at all