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Switchboard Call HandlerinBodelwyddaninBodelwyddanPUBLISHED THU 31 OCT 2024

Band 2  PERMANENT 

Betsi Cadwaladr University Health BoardFollow Betsi Cadwaladr University Health Board

Betsi Cadwaladr University Health Board is seeking a Call Receptionist/Switchboard Operator for Ysbyty Glan Clwyd, offering both day and night shift opportunities. The role involves providing a high-quality switchboard service 24/7, which includes managing patient admission data using a specific computer system, operating the internal paging system, and coordinating communications for both internal and external calls. A key requirement for this position is fluency in Welsh.

In addition to general call handling, the successful candidate will be responsible for executing emergency procedures, such as responding to cardiac arrests and major incidents, and maintaining detailed records in line with operational protocols. The role also entails technical responsibilities, like replacing batteries for paging devices and instructing staff on their usage.

Useful skills for a Switchboard Call Handler:
To work as a Switchboard Call Handler in the UK, you'll need a variety of skills and qualities to effectively manage incoming calls and provide excellent customer service. Here are some essential skills required for this role:
1. Communication Skills: Strong verbal communication skills are crucial for effectively conveying information and providing assistance to callers.
2. Listening Skills: Active listening is important to understand callers' needs and concerns, ensuring that they receive appropriate assistance.
3. Customer Service Skills: A professional and friendly demeanor is vital for providing a positive experience to callers. You'll need to handle queries, complaints, and requests with care.
4. Multi-tasking Abilities: The ability to manage multiple calls and tasks simultaneously is important in a busy switchboard environment.
5. Problem-Solving Skills: You'll often need to think on your feet and resolve caller issues or direct them to the appropriate department.
6. Technical Proficiency: Familiarity with telecommunication systems and software used in switchboards is essential. Basic computer skills are also necessary for accessing and inputting information.
7. Attention to Detail: Accuracy in relaying messages and taking down information is crucial to prevent miscommunication.
8. Calmness Under Pressure: The ability to remain calm and composed in high-pressure situations is important, especially when dealing with difficult callers or a high volume of calls.
9. Organizational Skills: Good organizational skills help in managing schedules, call logs, and ensuring the efficiency of operations.
10. Teamwork: Working collaboratively with other staff members to ensure effective communication and seamless service delivery is essential.
11. Empathy and Patience: Understanding the needs of callers and showing patience, especially with those who may be frustrated, helps to create a supportive environment.
12. Flexibility: Being adaptable to various situations and capable of adjusting to changing work demands is important in a switchboard environment.
 


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