Job summary
- Main area
- Informatics
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Part time - 30 hours per week
- Job ref
- 188-THQ2050325
- Employer
- University Hospital Southampton NHS Foundation Trust
- Employer type
- NHS
- Site
- Southampton General Hospital
- Town
- Southampton
- Salary
- £24,071 - £25,674 pa or pa pro rata
- Closing
- 21/03/2025 23:59
- Interview date
- 02/04/2025
Employer heading
Switchboard Operator
Band 3
Job overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.
Please see below for a detailed job description of the role.
Main duties of the job
Do you want to be part of our busy and dynamic switchboard department in the role of an operator? An exciting opportunity to work in Switchboard has become available.ÌýWe are seeking a motivated and dependable individual who possesses good communication skills and has the ability to keep calm and professional under pressure.
Answering all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently.Ìý We are the first point of contact for the public and professional services and partnership organisations who contact the Trust as well as all internal users.
You will be responsible for handling calls in a professional manner, and 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, and a good level of keyboard skills is required.
We will not be reconsidering any applications that have been previously rejected for this role
Please click below for more details about this vacancy including the person specification which outlines the essential and desirable skills needed for this role. We highly recommend you review this document as these criteria are used by hiring managers as guidance during shortlisting.
Working for our organisation
As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated ‘Good’ by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.Ìý
All non-clinical roles may involve a mixture of on-site and remote working, Specific details and flexible working options can be discussed during the interview process. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.
Southampton is an attractive place to live and work on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted.
Ìý
Detailed job description and main responsibilities
You will have first-class communication and prioritisation skills and enjoy working in a fast-paced environment where you’ll meet a different challenge every day.
Shifts vary from week to week, but you will receive your rota 12 weeks in advance, covering a combination of shifts: days, evenings, nights weekends and bank holidays. Some examples include: ÌýÌý
Days: 07:00 - 15:00, 08:00 - 16:00 or 10:00 - 18:00
Evenings: 12:00 - 20:00 or 14:00 - 22:00
Nights: 22:00 - 07:00Ìý
Weekends and bank holidays: 07:00 - 14:30 or 14:30 - 22:00
You will receive enhanced pay for working nights/weekends.
You will need:Ìý
To be flexible to work both days/nights and weekends as we are a 24/7 service.
The personal drive to work independently, but with the support of an established team.
The ability to think rationally and logically when responding to emergency situations and a keen eye for detail.
The ambition to learn every day and a track record of dealing with the public in a customer-focused environment.
This role offers the right candidate a fantastic opportunity to start or develop a career in the NHS. We offer full training on all aspects of the role.
Our department provides a professional 24-hour telephony and emergency response service to all internal departments within University Hospital Southampton NHS Foundation Trust, as well as externally for patients and their relatives. GP emergency admissions, major incidents and fire service calls are all in a day’s work.
You will need to be flexible to work both days/nights and weekends as we are a 24/7 service.
Person specification
Qualifications / training required
Essential criteria
- Literacy and numeracy skills that are GCSE standard or equivalent
- Proven work experience in the use of computerised technology
Desirable criteria
- Qualifications in using Microsoft windows applications/excel/email
- Understanding and knowledge of confidentiality issues/data protection
- Customer care or similar discipline
Previous or relevant experience necessary
Essential criteria
- Consistent and relevant employment history of dealing with the general public in a customer focused environment.
Desirable criteria
- Experience of working in a predominately telephone based environment e.g. Switchboard/Contact Centre
- NVQ in Customer Care or equivalent experience
- Previous work within emergency response/situations
- Knowledge of Hospital/NHS terminology
- Experience with working with computer desktop applications
Values and behaviours
Essential criteria
- Patients First
- Always Improving
- Working Together
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Helen McColl
- Job title
- Switchboard Team Leaders
- Email address
- [email protected]
- Telephone number
- 02381 208989
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