TelephonistinNorthamptoninNorthamptonPUBLISHED TUE 4 MAR 2025
Northampton General HospitalrICk1Svv
Working Monday to Friday, from 07:00 to 12:00, you will manage communications through our Avaya Telephone System, responding to calls promptly and courteously. Your responsibilities will include handling emergency alarms, guiding healthcare professionals, and assisting with general enquiries. This role offers a unique opportunity to contribute to the well-being of your community while enjoying a supportive and dynamic work environment. Bring your excellent communication skills and warm personality to our Unified Communications team, and help us provide outstanding service that makes a difference in the lives of others.
In July 2021 we formed the University Hospitals of Northampton NHS Group, bringing together the constituent organisations of Kettering General Hospital NHS foundation Trust and Northampton General Hospital NHS Trust. We have agreed an ambitious Group Strategy @Dedicated to Excellence' which sets out our strategic ambitions and priorities for the next five years and we have also launched our Group Digital Strategy, which sets out our ambitions to become the most digital hospital in England.
Working on the Trusts Avaya Telephone System the candidate will be required to operate the central communication service and its associated systems.
The ideal candidate must have excellent communication skills and be courteous and friendly and be responsive to the needs of the Trust and their users.
Working the hours of
Monday - Friday 07.00 - 12.00
The post holder will be a member of the Unified Communications team responsible for working in the Switchboard team using the correct processes and procedures for when staff are handling the Trust alarm systems, such as Fire Alarms, Theatre Medical Gas Alarms, Pharmacy Fridge Alarms, Intruder Alarms, Trust Bleeps and The Emergency Phone, acting on information and putting out the correct crash team to the correct location.
The post holder will be a member of a team on the Switchboard performing the operations in an efficient and courteous manner with a particular emphasis on customer care.
Act as a first point of contact to the Group. Providing general non-clinical advice, information guidance or ancillary services directly to patients, Clients, relatives or carers.
To meet the needs of a 24/7 public facing service the post holder may be required to work shifts, including working a combination of daytime, evening and night time hours on both weekdays and weekends, this also includes Bank Holidays and Christmas Day.
About us
To operate the Hospitals Avaya switchboard consoles in an efficient , courteous and friendly manner, answering calls within agreed timescales.
To operate the 2222 emergency service, ensuring an immediate response to medical emergency, fire and security alerts.
To monitor medical gas, fire and other fault/alarm systems ensuring appropriate responses are undertaken as necessary.
To be pro-active in obtaining and recording details on the availability of all on-call staff, ensuring that the correct person is called when required.
To answer incoming telephone calls and enquiries.
To connect outgoing telephone calls made by users. To monitor and log, if necessary, information concerning all personal calls made by staff for re-charge purposes.
The efficient operation of the Hospital paging systems for both emergency and nonemergency calls. To be fully aware of the Trusts Emergency Activation process and the Switchboard Operators responsibilities upon activation.
Respond promptly and take appropriate action (as per standard operational procedures) in the event of the activation of numerous alarms, which terminate in the switchboard room including fire and burglar alarms.
To monitor CCTV cameras within the switchboard areas when requested.
Maintain bleep equipment, i.e. changing batteries when required/requested, reporting to the line manager if repairs are required.
To provide Out Of Hours reception cover as required dealing with general enquiries.
Receive and document key transactions including accommodation for new and on-call staff.
To receive deposits for accommodation using debit/credit card transactions ensuring relevant paperwork (receipts) are completed in line with the departmental procedures.
Undertaking general photocopying duties.
Booking taxis for staff, patients and equipment.
To offer support and supervision when requested to new and junior members of staff.
Maintain high standards of personal presentation and hygiene during performance of their duties.
Flexibility in areas of work as required by departmental needs and service delivery and to comply with specific instructions and working patterns.
To work closely with management in producing a high standard of service to patients, staff and visitors.
The appropriate dress code must be observed (as per Trust and departmental dress code policy). This includes the wearing of and Identity badge at all times when on duty.
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