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Practice Interview

Telecommunications Operator • Southport
Mersey and West Lancashire Teaching Hospitals NHS Trust

Thank you for your interest in the position of Telecommunications Operator in Southport with Mersey and West Lancashire Teaching Hospitals NHS Trust.

This is a video practice interview and we use your computer's webcam & microphone device's camera phone's camera to record your answers.

We record your answers one at a time. The whole thing should take you less than five minutes.

Interview Progress What to expect Continue below

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First, we'll enable your camera & microphone and then ask you to record a short introduction about yourself, about 30 seconds long, to make sure your camera is working ok.

Then, we'll ask you to answer one or more questions of your choice from the list below:

1. Can you tell us a bit about yourself and your previous experience in telecommunications or customer service roles? Can you tell us a bit about yourself and your previous experience in telecommunications or customer service roles?

2. What interests you most about working as a Telecommunications Operator for our NHS Trust? What interests you most about working as a Telecommunications Operator for our NHS Trust?

3. Have you had experience operating a switchboard or similar telecommunications equipment? If so, can you describe your experience? Have you had experience operating a switchboard or similar telecommunications equipment? If so, can you describe your experience?

4. How would you ensure accuracy when transferring calls, especially in a high-pressure environment? How would you ensure accuracy when transferring calls, especially in a high-pressure environment?

5. Can you explain how you would handle an emergency call? What steps would you take to ensure a swift and appropriate response? Can you explain how you would handle an emergency call? What steps would you take to ensure a swift and appropriate response?

6. Are you familiar with external paging systems and two-way radio communication methods? Please describe your experience with these systems. Are you familiar with external paging systems and two-way radio communication methods? Please describe your experience with these systems.

7. How do you ensure a polite and courteous interaction with callers, especially when they are experiencing distress? How do you ensure a polite and courteous interaction with callers, especially when they are experiencing distress?

8. Can you provide an example of a challenging interaction you had with a customer or caller and how you resolved the situation? Can you provide an example of a challenging interaction you had with a customer or caller and how you resolved the situation?

9. How would you handle a situation where a caller is upset due to a long wait time in being connected? How would you handle a situation where a caller is upset due to a long wait time in being connected?

10. This role requires effective teamwork within the Facilities Management team. Can you discuss your experience working within a team and how you facilitate communication among team members? This role requires effective teamwork within the Facilities Management team. Can you discuss your experience working within a team and how you facilitate communication among team members?

11. Describe the importance of handover communications at the beginning and end of your shift and how you would ensure this process is followed effectively. Describe the importance of handover communications at the beginning and end of your shift and how you would ensure this process is followed effectively.

12. The role involves maintaining a switchboard database. Can you describe your experience with administrative tasks and database management? The role involves maintaining a switchboard database. Can you describe your experience with administrative tasks and database management?

13. How would you approach reporting equipment faults? What processes would you follow to ensure prompt resolution? How would you approach reporting equipment faults? What processes would you follow to ensure prompt resolution?

14. Tell us how you would handle multiple requests for information at the same time, such as checking on-call information or assisting during busy periods. Tell us how you would handle multiple requests for information at the same time, such as checking on-call information or assisting during busy periods.

15. How do you feel about training new staff or helping colleagues understand Standard Operating Procedures? Can you give an example of your previous involvement in staff training? How do you feel about training new staff or helping colleagues understand Standard Operating Procedures? Can you give an example of your previous involvement in staff training?

16. What steps do you take to keep yourself updated on best practices in telecommunications and customer service? What steps do you take to keep yourself updated on best practices in telecommunications and customer service?

17. What do you believe are the most important qualities for someone in this role? What do you believe are the most important qualities for someone in this role?

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2. What interests you most about working as a Telecommunications Operator for our NHS Trust?

quelYvOB General Questions

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Interview Summary
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Role: Telecommunications Operator in Southport

Interviewed on Wednesday 23 April 2025 at 18:35.

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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nTelecommunications Operator with Mersey and West Lancashire Teaching Hospitals NHS Trust in Southport\n\n 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 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 Operate a two-way radio communication system Work effectively as part of the Facilities Management team. Ensure effective communications within the team including handover at the beginning and end of shift. About us 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 Operate a two-way radio communication system 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 "}