Telephonist inGreater London inGreater London PUBLISHED
SAT 4 JAN 2025
Vital Role, Being a Telephonist means you play a crucial role in the hospital's operations, often being the first point of contact for emergency situations.
Skill Development, The position offers opportunities to develop valuable skills such as multitasking, communication, and crisis management.
Team Environment, You will work within a supportive team that values collaboration and aims to provide high-quality care to patients.
Flexible Working, With a rota system covering 24/7 schedules, there's potential for flexible working hours to suit personal commitments.
Continuous Learning, Full training is provided, ensuring you are knowledgeable and competent in handling all types of calls and emergencies.
Job Satisfaction, Contributing to patient care and safety in a challenging environment can lead to high job satisfaction and a sense of accomplishment.
The Telephonist role at The Shrewsbury and Telford Hospital NHS Trust involves working at the hospital's 24/7 switchboard, which serves as a critical hub for communication. The position requires a multitasker who can remain calm under pressure and provide exceptional patient care. Key responsibilities include handling general and emergency calls, operating the Mitel SX2000 telephone system, managing the bleep system, and assisting with inquiries from various stakeholders such as the public, GPs, and hospitals. The role demands flexibility to participate in a rota covering all hours of the week and a thorough understanding of emergency procedures.
The successful candidate will join a small team serving both The Princess Royal Hospital and The Royal Shrewsbury Hospital, with full training provided to ensure competency in emergency call management and alarm monitoring. The job offers the opportunity to contribute to the trust's mission of delivering high-quality, safe healthcare in a supportive working environment.
The successful candidate will join a small team serving both The Princess Royal Hospital and The Royal Shrewsbury Hospital, with full training provided to ensure competency in emergency call management and alarm monitoring. The job offers the opportunity to contribute to the trust's mission of delivering high-quality, safe healthcare in a supportive working environment.
Job Overview
Often referred to as the Hub of the Hospital, Switchboard is open 24-7, 52 weeks of the year.
Are you a skilled multitasker who can remain calm under pressure, whilst providing outstanding patient care? The post holder will be able to work under pressure, enjoy challenges and be flexible.
We're on a mission to provide high quality, safe care to our patients, in an environment our incredible staff are proud to work in.
Main duties of the job
General call taking dealing with Emergency calls Rota watch relating to on call staff Stanley Blick paging system.
To operate a Mitel SX2000 telephone system without supervision.
To operate the bleep system, issue and re-programme bleeps in the absence of the Supervisor.
To assist with telephone enquiries from members of the Trust, general public, GP's, Hospitals and other organisations.
General call taking dealing with Emergency calls Rota watch relating to on call staff Stanley Blick paging system.
To take part in a rota system, covering 24-hours, 7 days per week.
To be knowledgeable and fully competent of answering and following procedures for all emergency telephone calls/alarms, e.g., cardiac arrest, fire, helicopter landing trauma, paediatric emergencies and major incidents.
To monitor all audible alarms and in the event of the alarms being activated inform the appropriate staff.
Working for our organisation
We are a small team operating across both sites across The Princess Royal Hospital, Telford and The Royal Shrewsbury Hospital.
Full training will be given.
Detailed Job Description And Main Responsibilities
For full duties and responsibilities please refer to the attached document entitled Job Description.
Often referred to as the Hub of the Hospital, Switchboard is open 24-7, 52 weeks of the year.
Are you a skilled multitasker who can remain calm under pressure, whilst providing outstanding patient care? The post holder will be able to work under pressure, enjoy challenges and be flexible.
We're on a mission to provide high quality, safe care to our patients, in an environment our incredible staff are proud to work in.
Main duties of the job
General call taking dealing with Emergency calls Rota watch relating to on call staff Stanley Blick paging system.
To operate a Mitel SX2000 telephone system without supervision.
To operate the bleep system, issue and re-programme bleeps in the absence of the Supervisor.
To assist with telephone enquiries from members of the Trust, general public, GP's, Hospitals and other organisations.
General call taking dealing with Emergency calls Rota watch relating to on call staff Stanley Blick paging system.
To take part in a rota system, covering 24-hours, 7 days per week.
To be knowledgeable and fully competent of answering and following procedures for all emergency telephone calls/alarms, e.g., cardiac arrest, fire, helicopter landing trauma, paediatric emergencies and major incidents.
To monitor all audible alarms and in the event of the alarms being activated inform the appropriate staff.
Working for our organisation
We are a small team operating across both sites across The Princess Royal Hospital, Telford and The Royal Shrewsbury Hospital.
Full training will be given.
Detailed Job Description And Main Responsibilities
For full duties and responsibilities please refer to the attached document entitled Job Description.
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More about the NHS
The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values. Learn more...
Useful skills for a Telephonist:
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To work as a Telephonist in the UK, you typically need a combination of technical, interpersonal, and organizational skills. Here are the key skills that are often required for this role:
1. Communication Skills: Strong verbal communication skills are essential since you will be interacting with callers regularly. Clear and polite communication is crucial.
2. Customer Service Skills: Being able to handle inquiries, complaints, and customer requests in a professional and friendly manner is important.
3. Listening Skills: Active listening is critical to understanding the needs of callers and responding appropriately.
4. Organizational Skills: You should be able to manage calls efficiently and prioritize tasks as necessary.
5. Multitasking Abilities: Often, Telephonists need to manage multiple calls or ongoing tasks at once, so the ability to multitask is beneficial.
6. Technical Skills: Familiarity with telephone systems, computer-based call management software, and office equipment is beneficial. Basic IT skills are increasingly important in managing customer information.
7. Problem-Solving Skills: Telephonists often need to resolve issues on the spot, requiring quick thinking and effective problem-solving abilities.
8. Attention to Detail: Ensuring accurate information is taken and recorded correctly is vital for effective communication.
9. Patience and Empathy: Dealing with frustrated or upset callers requires patience and the ability to empathize with their situation.
10. Time Management: Managing your time effectively is important, particularly during busy periods when call volume may be high.
11. Teamwork: Being able to work effectively with colleagues to improve the overall service is important in many telephonist roles.
More from The Shrewsbury and Telford Hospital NHS Trust
inGreater London
51.4309196472168 -0.09364960342645644 Greater London, England, United Kingdom 
Locations are approximate.
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