University Hospital Southampton NHS FT
Switchboard Operator
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Job Overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.
Job Title: Switchboard Operator
Contract Type: Permanent
Under current Home Office rules, this role is not eligible for Skilled Worker visa sponsorship.
Please be advised that this vacancy may close earlier than stated if we receive a large number of applications.
Main duties of the job
This is an exciting opportunity to join our team as a Switchboard Operator at University Hospital Southampton. 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.
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.
We support flexible working and will consider requests taking into account the needs of the service. 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 situated 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 30% lower than London and 17 schools rated outstanding by Ofsted.
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Detailed Job Description And Main Responsibilities
The successful candidate will be responsible for operating in the switchboard services and the key responsibilities are providing an excellent 24/7 front of house telephone interface service for the Trust and various external customers including Southampton University, local GP surgeries and Southampton City Council.
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
- 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 - 07:00
- Weekends and bank holidays: 07:00 - 14:30 or 14:30 - 22:00
You will receive enhanced pay for working nights/weekends.
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.
Person specification
Physical requirements of the post
Essential criteria
- Health and physical abilities sufficient for the post (if necessary with reasonable adjustments with respect to the Equality Act/Disability Discrimination Act).
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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.
Special requirements of the post
Essential criteria
- Ability to communicate effectively with a wide range of people and situations. Flexibility with working hours including Bank Holidays/shift patterns. Ability to travel to and from work to meet shift requirements. Able to retain and recall information. Ability to complete a competency assessment criterion providing evidence of learning in a portfolio.
Desirable criteria
- Willingness to learn new tasks to develop the role. Continuous refresher training to meet demands of ever-changing processes and updates from the wider UHS areas. Able to work additional hours occasionally to meet demands of the service.
Trust Values
Essential criteria
- Patient First
- Working Together
- Always Improving
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