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Saving... jbnsvFRF East Suffolk and North Essex NHS Foundation Trust {"required":[],"optional":[{"id":"queTHIkr","grouping":"General Questions","question":"Can you tell us about your previous experience in customer service or call handling?"},{"id":"quej7Ock","grouping":"General Questions","question":"What motivated you to apply for the Switchboard Agent position at Ipswich Hospital?"},{"id":"queeCXkR","grouping":"Teamwork and Flexibility","question":"Describe a time when you had to work closely with a team to achieve a common goal. What was your role, and what was the outcome?"},{"id":"queGuBNq","grouping":"Teamwork and Flexibility","question":"This role requires flexibility in shift patterns, including working nights and weekends. How do you manage your work-life balance under these conditions?"},{"id":"queNfv4C","grouping":"Teamwork and Flexibility","question":"How do you feel about working alone during out-of-hours shifts, and what strategies would you use to ensure you remain effective in those situations?"},{"id":"quekeRPY","grouping":"Communication Skills","question":"Can you provide an example of how you handled a difficult customer or caller? What approach did you take to resolve their concerns?"},{"id":"queIeTf2","grouping":"Communication Skills","question":"Effective communication is crucial in this role. How would you ensure clarity and understanding when dealing with callers who may be distressed or in an emergency situation?"},{"id":"queQGPNH","grouping":"Communication Skills","question":"How would you handle a situation where you receive a call that requires immediate escalation to emergency services?"},{"id":"que6XKTP","grouping":"Technical Knowledge and Problem-Solving","question":"The job involves monitoring various alarms and IT systems. What experience do you have with telecommunications or technical support roles?"},{"id":"queFX3TP","grouping":"Technical Knowledge and Problem-Solving","question":"Can you explain how you would approach troubleshooting a technical issue with a Trust IT system during a call?"},{"id":"quedcSlD","grouping":"Emergency Situations","question":"Describe your understanding of protocol when dealing with emergency calls such as a cardiac arrest or fire alarm. What steps would you take in a high-pressure situation?"},{"id":"quel8LHx","grouping":"Emergency Situations","question":"Have you ever been involved in emergency management or procedures? Please share your experience."},{"id":"quepTHxf","grouping":"Commitment to Service and Continuous Improvement","question":"How do you ensure that you maintain the highest standards of service in your daily work?"},{"id":"queYSTtn","grouping":"Commitment to Service and Continuous Improvement","question":"What steps would you take to keep your knowledge up to date regarding new communication technologies or best practices within a healthcare setting?"},{"id":"queC18au","grouping":"Situational and Behavioural Questions","question":"Give us an example of when you had to manage multiple priorities or calls at once. How did you ensure each call was handled appropriately?"},{"id":"quedd2AL","grouping":"Situational and Behavioural Questions","question":"How would you approach a situation where you felt a colleague was not adhering to the necessary protocols in handling emergency calls?"},{"id":"queIGouv","grouping":"Closing","question":"Do you have any questions for us about the Switchboard Agent role or the Ipswich Hospital team?"}]} ![]()
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Practice Interview
Practice Interview
Switchboard Agent - Ipswich • Ipswich
East Suffolk and North Essex NHS Foundation Trust
Thank you for your interest in the position of Switchboard Agent - Ipswich
in Ipswich
with East Suffolk and North Essex NHS Foundation Trust.
East Suffolk and North Essex NHS Foundation 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.
We record your answers one at a time. The whole thing should take you less than five minutes.
Interview Progress What to expect
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1. Can you tell us about your previous experience in customer service or call handling? Can you tell us about your previous experience in customer service or call handling?
2. What motivated you to apply for the Switchboard Agent position at Ipswich Hospital? What motivated you to apply for the Switchboard Agent position at Ipswich Hospital?
3. Describe a time when you had to work closely with a team to achieve a common goal. What was your role, and what was the outcome? Describe a time when you had to work closely with a team to achieve a common goal. What was your role, and what was the outcome?
4. This role requires flexibility in shift patterns, including working nights and weekends. How do you manage your work-life balance under these conditions? This role requires flexibility in shift patterns, including working nights and weekends. How do you manage your work-life balance under these conditions?
5. How do you feel about working alone during out-of-hours shifts, and what strategies would you use to ensure you remain effective in those situations? How do you feel about working alone during out-of-hours shifts, and what strategies would you use to ensure you remain effective in those situations?
6. Can you provide an example of how you handled a difficult customer or caller? What approach did you take to resolve their concerns? Can you provide an example of how you handled a difficult customer or caller? What approach did you take to resolve their concerns?
7. Effective communication is crucial in this role. How would you ensure clarity and understanding when dealing with callers who may be distressed or in an emergency situation? Effective communication is crucial in this role. How would you ensure clarity and understanding when dealing with callers who may be distressed or in an emergency situation?
8. How would you handle a situation where you receive a call that requires immediate escalation to emergency services? How would you handle a situation where you receive a call that requires immediate escalation to emergency services?
9. The job involves monitoring various alarms and IT systems. What experience do you have with telecommunications or technical support roles? The job involves monitoring various alarms and IT systems. What experience do you have with telecommunications or technical support roles?
10. Can you explain how you would approach troubleshooting a technical issue with a Trust IT system during a call? Can you explain how you would approach troubleshooting a technical issue with a Trust IT system during a call?
11. Describe your understanding of protocol when dealing with emergency calls such as a cardiac arrest or fire alarm. What steps would you take in a high-pressure situation? Describe your understanding of protocol when dealing with emergency calls such as a cardiac arrest or fire alarm. What steps would you take in a high-pressure situation?
12. Have you ever been involved in emergency management or procedures? Please share your experience. Have you ever been involved in emergency management or procedures? Please share your experience.
13. How do you ensure that you maintain the highest standards of service in your daily work? How do you ensure that you maintain the highest standards of service in your daily work?
14. What steps would you take to keep your knowledge up to date regarding new communication technologies or best practices within a healthcare setting? What steps would you take to keep your knowledge up to date regarding new communication technologies or best practices within a healthcare setting?
15. Give us an example of when you had to manage multiple priorities or calls at once. How did you ensure each call was handled appropriately? Give us an example of when you had to manage multiple priorities or calls at once. How did you ensure each call was handled appropriately?
16. How would you approach a situation where you felt a colleague was not adhering to the necessary protocols in handling emergency calls? How would you approach a situation where you felt a colleague was not adhering to the necessary protocols in handling emergency calls?
17. Do you have any questions for us about the Switchboard Agent role or the Ipswich Hospital team? Do you have any questions for us about the Switchboard Agent role or the Ipswich Hospital team?
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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nSwitchboard Agent - Ipswich with East Suffolk and North Essex NHS Foundation Trust in Ipswich\n\n We are looking for two enthusiastic and well motivated people to join our switchboard team at Ipswich Hospital. You must demonstrate the ability to work as part of a close-knit team, show a commitment to providing the highest standard of service and possess excellent communication skills. Working within a 24hr, 7 day a week department, you will be required to work both flexible and varied shifts over the 7 day period. This will involve out of hours working, lone working, night duties and Bank Holidays so flexibility is paramount. There is no set shift pattern. In the coming months there will be the opportunity for home working. T o fulfil this post you will undertake 5 weeks 'on the job' training. To provide an efficient and courteous first line support service to patients, public and staff as a member of the Trust's Switchboard, which operates 24 hours every day by participating in the shift rota. To receive and direct telephone calls both internally and externally. To act as the first point of contact for emergency calls of all types (cardiac arrest, fire and emergency lines) and monitor and respond appropriately to all the Trust's emergency systems. To provide a 24 hr service to the Trust for the following services: Fire Alarms, Intruder Alarms, Plant/Gas Alarms, Bone Bank Alarms, Cook Chill Alarm & Lift Alarms. Administrators will action appropriate procedures when these alarms are activated. To monitor the trust CCTV system. To provide support for Trust IT systems and applications, managing and escalating incidents in accordance with Service Level Agreements in conjunction with Trust support staff and third party support organisations. About us Key Responsibilities: Develop an understanding of the Trusts telecommunication systems and procedures to be able to respond appropriately to calls from staff, patients, the pubic and the media. Develop an understanding of the Trusts IT applications in order to be able to advise users on any problems encountered, including understanding the functions of the communications infrastructure used by the Trust. Develop an understanding of the Trusts Facilities support. To monitor and respond to the Personal Mobile Radio system and Pearson Road help points.(Ipswich only). Maintain a record of emergency incidents. To operate the bleep system and investigate faults To manage and advise the escalation routes for emergency procedures liaising with emergency services as necessary eg missing persons, Majax call outs, security incidents etc. Manage storage of recorded media, monitoring, viewing and logging incidents that are observed. Monitor CCTV and instigate appropriate action. There may be a requirement to attend court to give evidence of authentication of CCTV recordings. (This is only required at the IHT Site) Maintain up to date technical knowledge of major operating systems and applications. Maintain awareness of commercial developments in communications, applications software, hardware and architecture, in order to contribute to ongoing technical improvements. To process service requests from user. To undertake general administration duties Carry out any other related and relevant duties requested by the Switchboard Manager. For full details of the responsibilities and duties of this role please see the attached job description. "}