Switchboard Operator inHaywards Heath inHaywards Heath PUBLISHED WED 6 NOV 2024

Band 3: £24,071 to £25,674 a year per annum pro rata PERMANENT GOOD SALARY

24-HOUR FAMILY NHS NIGHTS ON-CALL WEEKEND

University Hospitals Sussex NHS Foundation Trust (279) rX6VOofc

Serve as the first point of contact for patients and their families, making a meaningful impact on their experience with the Trust.

Work in a dynamic and varied environment, handling a high volume of calls (10,000 - 13,000 weekly) that keeps the job interesting and engaging.

Opportunity to develop strong customer service and communication skills, particularly in high-pressure situations.

Gain experience in emergency procedures and protocols, enhancing skills in critical thinking and decision-making.

Flexible shift patterns with enhanced pay for late night and weekend work, benefiting those who prefer non-traditional hours.

Receive comprehensive training, including the opportunity to develop IT skills on a PC-based switchboard system.

Contribute to the overall efficiency of hospital communications and patient safety by managing alarms and emergency alerts.

The role of Switchboard Operator at University Hospitals Sussex NHS Foundation Trust involves providing a professional and responsive service as the first point of contact for patients, family members, and other external and internal callers. Working within a 24-hour switchboard environment, the operator will handle between 10,000 to 13,000 calls weekly, manage emergency alerts, support incident response procedures, and monitor hospital alarms. This position requires excellent customer service skills, a calm decision-making ability in pressure situations, and proficiency in telephone and keyboard use.

The contracted position is for 24 hours per week with a shift pattern that includes days, late evenings, nights, weekends, and bank holidays. Training will be provided, particularly for new employees, although prior experience with IT and switchboards is preferred. The role also involves maintaining log books, reporting equipment faults, and issuing communication devices as needed, all while ensuring efficient operations without disrupting services or affecting public perception.

Switchboard operates a 24 hour a day service across 365 days of the year.

Answering all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently. The weekly call volumes are anywhere between 10,000 - 13,000 calls as well as connecting internal teams together.

We are the first point of contact for worried patients, concerned family > members, the public and professional services and partnership organisations who contact the Trust as well as all internal users.

At times busy and pressured, we put out all Emergency team alerts across the hospitals ensuring the correct staff are contacted as a priority. We also prepare the on-call rota for the Trust to use. We monitor and report all hospital alarms from Fire alarms to people stuck in lifts, to gas cylinders that need changing. The operators have to be very resilient and patient,dealing with very emotional, frustrated and angry callers at times.

You will be responsible for handling calls in a professional manner, responding effectively to emergency calls, alarms and incident procedures. Effectively making decisions in a calm and efficient manner.

You will require an excellent telephone manner and proven customer service skills as well as a GCSE grade C or above in English. A good level of keyboard skills is required and previous switchboard/ IT knowledge is preferred as the switchboard is pc based although specific training will be provided.

The position is contracted at 24 hours a week and you must be available to work a set rota pattern, which will be a combination of all shift timings stated below - days, lates , nights, weekends and bank holidays.

Day shifts will be between the hours of 08:00 - 17:30 (shifts will vary from 4 hours - 8.5 hours) Late shift is 15:00 - 22:00 Night shift is 22:00 - 08:00. Night shifts , late shifts from 17:30 and weekends are lone working once trained. You will receive enhanced pay from 20:00 - 08:00 Monday - Friday and also at weekends)

N.B Training can take a few months working day shifts only

About us
To answer all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently

To carry out all processes and procedures which involve the Switchboard Services, including (where applicable), but not limited to operating Emergency Procedures, including Cardiac Arrest, Fire and Major Incident Plan.

The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms

Manage, where applicable the maintenance and or replacement of all equipment and keys quickly and effectively, according to the procedure

Report all telephone, bleep, pager and call logging system faults appropriately, testing lines and equipment and notifying the appropriate Team/Provider

Report any and all defects to any system or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures

The completion of all log books and other formal recording documentation held within Switchboard Services is maintained accurately and effectively at all times.

Issue bleeps and pagers according to the current procedure and update the directory of holders. Testing and identifying maintenance requirements of equipment and issuing replacement batteries, as required.

Carry out implementation of any change in administrative requirements to improve the operational efficiency of the Switchboard Services professionally, without impacting the service, the staff or the general public.

To carry out any other duties that may be required of the post in order for the Switchboard Services to be carried out properly and effectively

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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 Switchboard Operator: Click to view

To work as a Switchboard Operator in the UK, several key skills and qualities are typically required:

1. Communication Skills: Strong verbal communication skills are essential, as switchboard operators interact with various individuals and must convey messages clearly and professionally.

2. Customer Service: A good switchboard operator should have a customer-focused attitude, providing helpful and polite service to callers.

3. Listening Skills: Being attentive and able to understand callers' needs is critical in routing calls efficiently.

4. Multitasking: The ability to handle multiple calls and tasks simultaneously is important in a fast-paced environment.

5. Technical Skills: Proficiency in using telephone systems, switchboard equipment, and possibly other office software or technology is necessary.

6. Organizational Skills: Keeping track of calls, messages, and various inquiries requires strong organizational and time management abilities.

7. Problem-Solving Skills: Operators must be able to quickly and effectively solve issues or answer queries as they arise.

8. Attention to Detail: Precision in taking messages and transferring calls ensures that important information is accurately communicated.

9. Teamwork: Working well with colleagues, especially in a larger organization, is often necessary to maintain efficient communication.

10. Discretion and Confidentiality: Handling sensitive information may require a commitment to confidentiality and professionalism.

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