University Hospitals Sussex NHS Foundation Trust
Switchboard Operator
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The Switchboard Team Recruitment
The Switchboard Team is recruiting two new team members on a bank (as-needed) basis.
Location:
Worthing Hospital, with the possibility of one role being based at St Richard’s Hospital
Switchboard operates a 24-hour 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.
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Before applying for the position, please review the job description and person specifications to ensure your qualifications and experience meet the required criteria.
Key Responsibilities:
- Handling calls in a professional manner
- Responding effectively to emergency calls, alarms and incident procedures
- Making decisions in a calm and efficient manner
Requirements:
- An excellent telephone manner
- Proven customer service skills
- A GCSE grade C or above in English
- A good level of keyboard skills
- Previous switchboard/IT knowledge is preferred (although specific training will be provided)
Shift Patterns:
- Day shifts: Usually between 08:00 - 16:00 or 09:00 - 14:00 (8:00 to 15:00 on weekends)
- Late shifts: Mainly in the afternoon and evening, such as 14:00 - 22:00 or 16:00–22:00 (15:00 - 22:00 at weekends)
- Night shifts: Run from 22:00–08:00 to provide overnight cover
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Shifts vary in length from 5 to 10 hours, depending on the needs of the service.
Training: Training can take a few months working day shifts only.
Diversity at UHSussex
At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
Candidate Pack
For further details / informal visits contact:
- Name: Nicola Bickmore
- Job title: Support Services Manager
- Email address: nicola.bickmore@nhs.net
- Telephone number: 01903 82301
between 9am and 3pm
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