Mersey and West Lancashire Teaching Hospitals NHS Trust To provide an efficient front line telecommunications service for patients, business callers and staff to the Southport and Ormskirk Hospitals.
The communications operator will answer all calls in a polite and efficient manner and respond to all emergency calls in accordance with Trust and departmental procedures.
Main duties of the job Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.Transfer callers quickly and accurately to their required destination.Operate both the internal Ascom / RF and external paging systems.Work effectively as part of the Facilities Management team.Ensure effective communications within the team including handover at the beginning and end of shift.Job responsibilities KEY DUTIES Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.Transfer callers quickly and accurately to their required destination.Operate both the internal Ascom / RF and external paging systems.Work effectively as part of the Facilities Management team.Ensure effective communications within the team including handover at the beginning and end of shift.CLINICAL & PROFESSIONAL RESPONSIBILITIES Maintain a high standard of personal hygiene.Maintain and improve all aspects of the service.Participate in staff involvement groups for all aspects of the Trust Quality Strategy 2016 / 19.Ensure good customer relations with patients, visitors and staff.ADMINISTRATIVE RESPONSIBILITIES Respond to Major Incidents following Trust Procedures.Respond to any General Alarms activated following Trust and departmental procedures to alert Trust staff.Respond to fire alarm activation following Trust and departmental procedures, liaising with alarm companies and the fire service controller.Respond to requests for Emergency teams using the Ascom system following Trust and departmental procedures.Report equipment faults (consoles, Ascom system, alarms etc) in line with departmental procedures over 24 hours.Respond as a help point for visitors using the Trust Car Parks liaising with the Car Park Attendants / Porters.Check to ensure on-call information is correct at the beginning of the shift and provide wards and departments on request.Ensure switchboard database is updated, and any changes noted.Completion of admin work as seen fit by the Line Manager.Issuing of residential accommodation keys.TEACHING & TRAINING RESPONSIBILITIES Staff will be trained in all aspects of switchboard duties; Standard Operating Procedures are there to assist.All trained staff are expected to display a flexible and supportive attitude to their work and colleagues, providing guidance and assistance to new or existing members of staff.Participate in the staff appraisal system and attend training in accordance with your personal development plan.FINANCIAL RESPONSIBILITIES Ensure economic use of all material.Ensure good practice to minimise waste.Ensure payment is received for rents in relation to the residential accommodation, as indicated, and receipts issued.Person Specification Knowledge & Experience Previous switchboard or call centre experience.NHS experience.Qualifications GCSE level C (level 4-9) or equivalent in English and Maths.Basic Computer Skills.ECDL.Skills Customer Care Skills.Good Telephone Skills.Ability to organise and prioritise.Adaptable / use of initiative.Ability to instruct less qualified staff.Other Varied shifts covering 24-hour period.Weekend and Bank Holiday (including Christmas Day) working.High level of concentration.Varied workload with varying demands.Responding to emergency situations calmly and as instructed.Office based.Lone working.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 name Mersey and West Lancashire Teaching Hospitals NHS Trust
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