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Stockton-on-Tees

    Switchboard Operator - Stockton-on-Tees, United Kingdom - North Tees & Hartlepool NHS Foundation Trust

    North Tees & Hartlepool NHS Foundation Trust
    North Tees & Hartlepool NHS Foundation Trust Stockton-on-Tees, United Kingdom

    3 weeks ago

    Default job background
    Permanent
    Description

    Job summary

    We are looking for a highly motivated and experienced individual to join our well-established team of operators within Switchboard. The department provides a service to patients, customers and staff, 24 hours per day, 365 days a year.

    Your role will include providing an efficient call handling service as well as monitoring various alarm systems. The Switchboard also incorporates the role of the Facilities Help Desk.

    Main duties of the job

    Knowledge and experience of working in a busy switchboard/call centre environment would be beneficial, however full training will be provided. You are to deal with calls in a tactful, diplomatic and courteous manner at all times, demonstrating good interpersonal skills, even when working under pressure.

    The successful candidate will participate in a rotational shift pattern and must be able to work unsociable hours, including nights, weekends and public holidays. You will need to be flexible as there may be a requirement to change duties or work at short notice to cover for absences and holidays.

    PLEASE NOTE:

    This post may close early if sufficient applications are received,

    About us

    At North Tees & Hartlepool NHS Foundation Trust our main priority is, and always will be, to provide safe and high quality care to our patients every day; the kind of care we would want for ourselves and our loved ones. We want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.

    We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is very important to us; as well as performance reviews and appraisals, we recognise staff through Star and Team of the month, colleague recognition - a note of thanks, Managers Awards, Shining Stars and Service Awards.

    We recruit for values and "Together we are North Tees & Hartlepool"

    Job description

    Job responsibilities

    Process incoming and outgoing calls for the Trust in an appropriate manner

    Carry out emergency procedures including cardiac arrest, fire and lift alarms departmental alarms, lone worker alarms

    Have a sound understanding of and participate in emergency procedures for a Major Incident.

    Carry out procedures for responding to various Estates related alarms including Building Management System and boiler alarms and calls out staff as appropriate.

    Give appropriate advice and instruction to staff and public in respect of the effective operation of the Trust communicationsequipment.

    Give appropriate instruction to any new members of the switchboard.

    Person Specification

    Qualifications

    Essential

  • GCSE - English, Maths or equivalent
  • Basic level of IT understanding

    • Desirable

  • ECDL
  • Educated to NVQ 2 \ C&G or equivalent in ICT\Customer Services or experience in similar environment.

    • Skills

    Essential

  • Good communication skills both verbally and written

    • Desirable

  • Netcall Liberty
  • Cisco Jabber
  • Flexible, with the ability to cover the rota
  • Use of a Screen Based operator console

    • Experience

    Essential

  • A sound working knowledge of the Microsoft Office Suite
  • Experience of reception/telephony work in a customer focused setting

    • Desirable

  • Vocera
  • NHS experience within Call Centre Environment
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