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Job summary

Main area
Admin
Grade
Band 2
Contract
Permanent
Hours
Part time - 15 hours per week
Job ref
264-6838605-COR
Employer
Kettering General Hospital NHS Foundation Trust
Employer type
NHS
Site
Kettering General Hospital
Town
Kettering
Salary
£23,615 pro rata
Salary period
Yearly
Closing
18/03/2025 08:00

Employer heading

Kettering General Hospital NHS Foundation Trust logo

Telephonist

Band 2

Job overview

This is a part time post - 15Ìý hours per week

The post holder will work as part of a team on the switchboard performing the operations in an efficient and courteous manner with particular emphasis on customer care.

Act as a first point of contact to Kettering General hospital. 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 will be required to work shifts, including working a combination of daytime, evening and night time hours on both weekdays and weekends.

Main duties of the job

Main duties of the job

Kettering General Hospital NHS Foundation Trust is seeking to recruit an experienced Switchboard Operator to join our existing team.

You will need to be flexible as may be required to work across a range of the day, evening and night shifts across a mix of weekdays and weekends.

Friday 17.00 - 22.00

Saturday 17.00 - 22.00

Sunday 17.00 - 22.00

Experience in working in a busy environment would be preferred but full training will be given to the successful candidate.

Working for our organisation

Kettering General Hospital NHS Foundation Trust is one of the largest employers in the area and we are on an exciting journey. Our mission is to provide safe, compassionate, and clinically excellent patient care, by being an outstanding employer for our people. We have entered into a Group Model with neighbouring Northampton General Hospital and have become University Hospitals of Northamptonshire.
Ìý
Our Excellence Values:
Compassion
Respect
Integrity
Courageous
Accountable
Ìý

Detailed job description and main responsibilities

Ìý

• To operate the Group’s switchboard consoles in an efficient, courteous and friendlyÌý
manner, answering calls within agreed timescales
• To answer incoming telephone calls and enquiries.
• To connect outgoing telephone calls made by users. To monitor and log, ifÌý
necessary, information concerning all personal calls made by staff for re-chargeÌý
purposes.
• Ability to adapt communication style to understand the needs of others and ensureÌý
effective and compassionate communication. Ability to communicate in instancesÌý
where communication is difficult due to language barriers, distress, emotion, hearingÌý
difficulties etc.Ìý
• The efficient operation of the Group’s paging systems for both emergency and nonemergency calls. To be fully aware of the Group’s Emergency process and theÌý
Switchboards responsibilities upon activation.
• Responsible for ensuring that all alarm and notification panels / screens areÌý
monitored, alerting the appropriate teams as quickly as possible.
• Responsible for prioritising emergency calls and take the appropriate actions asÌý
quickly as possible.
• To provide Out Of Hours reception cover as required dealing with general enquiries.
• Receive and document key transactions including accommodation for new and oncall staff.
• To monitor CCTV cameras within the switchboard areas when requested.
• To receive deposits for accommodation using debit/credit card transactions ensuringÌý
relevant paperwork (receipts) are completed in line with the departmentalÌý
procedures.
• Booking taxis for staff, patients and equipment.
• Responsible for ensuring that all staffing and on-call rota changes reported toÌý
Switchboard are made available to all staff.
• Contribute to the training of new team members.
• Flexibility in the hours worked will include cover at w
Ìý

Person specification

Qualifications

Essential criteria
  • Educated to Vocational Level 2 education or equivalent level or equivalent experience delivering Digital services
Desirable criteria
  • Knowledge of working within a health care setting

Knowledge and Experience

Essential criteria
  • Knowledge of Switchboard Applications
  • Switchboard Experience or working within a switchboard environment
Desirable criteria
  • Avaya Switchboard
  • VOIP System
  • Avaya Management Systems

Skills

Essential criteria
  • Excellent Verbal Communication skills
  • Customer care skills
  • Able to deal with occasional complaints
  • Able to remain calm in pressured situations
  • Occasional working in isolation
  • Be able to communicate in instances where communication is difficult for varied reasons
Desirable criteria
  • Knowledge of hospital switchboard procedures
  • Requirement to use Patient administration system
  • Excellent computer skills

Employer certification / accreditation badges

Veteran AwareMenopause Friendly EmployerNational Preceptorship for Nursing Quality Mark

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.

Documents to download

Further details / informal visits contact

Name
Tracy Smith
Job title
Switchboard Supervisor
Email address
[email protected]
Telephone number
01536 492225
Additional information

Mobile 07813363667