Switchboard Operator (Shifts)
Job Description
Job summary
To provide an efficient and responsive service to public and staff at Gateshead Health NHS Foundation Trust and QE Facilities Ltd, dealing with internal and external calls to site in a prompt and courteous manner, monitoring and responding to alarms based within the switchboard area, dealing with emergency calls and contacting hospital staff on and off site as and when required.
Undertaking reception and/or estates and facilities helpdesk duties as and when required, including system administration and administrative tasks commensurate with the role.
Main duties of the job
- Dealing with internal and external calls to site in a prompt and courteous manner.
- Use Careflow and other systems to direct callers to the correct location.
- Monitor and respond to alarms based within the switchboard area.
- Deal with emergency calls and contact hospital staff on and off site as and when required.
- Operate the hospital iMessage bleep system, divert and exchange bleeps when required.
- Ensure on-call information is kept up-to date.
- Ensure emergency procedures are accurate, participate in regular reviews.
- Ensure untoward incidents are recorded and handed over.
- Ensure faults are reported to the appropriate team.
- Receptionist duties as and when required, including but not limited to the issue of keys.
- General administrative duties, including but not limited to maintenance and upkeep of telephone directory
About us
QE Facilities (QEF) is a wholly owned subsidiary company of Gateshead Health NHS Foundation Trust (GHNT), based in the North East of England.
We provide a range of non- clinical services to GHNT and other NHS organisations. Our services include: estates, facilities services, procurement, medical engineering and devices, endoscopy decontamination and sterile services, transport, out-patient pharmacy, and prevention & management of violence & aggression training (PMVA).
In addition we provide consultancy services, advising clients on all aspects of establishing a subsidiary company within an NHS body to the provision of VAT compliance advice.
QE Facilities work to their own Terms and Conditions and these are not the same as Gateshead Health NHS Foundation Trust Terms and Conditions. This is not an Agenda for Change Pay Rate.
We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.
Job responsibilities
- Dealing with internal and external calls to site in a prompt and courteous manner.
- Use Careflow and other systems to direct callers to the correct location.
- Monitor and respond to alarms based within the switchboard area.
- Deal with emergency calls and contact hospital staff on and off site as and when required.
- Operate the hospital iMessage bleep system, divert and exchange bleeps when required.
- Ensure on-call information is kept up-to date.
- Ensure emergency procedures are accurate, participate in regular reviews.
- Ensure untoward incidents are recorded and handed over.
- Ensure faults are reported to the appropriate team.
- Receptionist duties as and when required, including but not limited to the issue of keys.
- General administrative duties, including but not limited to maintenance and upkeep of telephone directory.
Person Specification
Experience
Essential
- Experience of working in a fast paced customer orientated environment
- Switchboard experience
Desirable
- Experience of working within a NHS switchboard environment
Qualifications
Essential
- English GCSE
- Maths GCSE
Desirable
- Customer Service qualifications
Knowledge
Essential
- Ability to work independently and use initiative, while being part of a team
- Excellent telephone manner
- Excellent customer service skills
Desirable
- Knowledge of hospital switchboards
- Knowledge of paging systems
- Use of databases
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
QE Facilities
Address
Queen Elizabeth Hospital
Sheriff Hill
Gateshead
NE96SX
