Band 3 Switchboard Operative

Job overview

***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***

We are looking to appoint one Switchboard Operative within our Facilities team at BCHC Foundation Trust. The vacancy will be based at Moseley Hall Hospital.

You will receive a comprehensive training package and support, working with the team, the team leader and your line manager.

We are looking for forward thinking and innovative individuals with a passion for helping others in an organisation dedicated to making people well.

Main duties of the job

Main Duties

  • Answering inbound calls in a responsible and courteous manner, monitoring progress, and re-routing appropriately if extension is engaged or not available, offering assistance or advice in accordance with Departmental call answering standards.

2.Undertaking outbound calling for Trust staff when required, applying departmental and audit recording process.

  • To develop and have an understanding of the organisation’s functionality including Departments’ working practices and medical terminology to ensure accurate connection and assistance to callers is given.
  • Minimise and actively reduce recall for customers, offering Direct Dial telephone numbers or any other relevant information.
  • Responsible for site telephone lists / on call numbers / bleep numbers are kept up to date and communicated across the Trust.
  • Responding to all Emergencies including Cardiac Arrest and Fire Initiating Emergency procedures in accordance with Trust Policies and Procedures, applying Departmental recording and reporting processes.

Detailed job description and main responsibilities

For further details on the main responsibilities, please see the attached job description and person specification.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Person specification:

Skills/Knowledge

Essential

  • Good listening skills
  • Confident, courteous manner
  • Be able to communicate at all levels
  • Ability to mentor and develop me staff
  • Ability to co-ordinate and conclude emergency sitauations

Personal qualities

Essential

  • Ability to be proactive and think creativity
  • Self motivating with a flexible approach to work and ability to work independently
  • Ability to manage difficult/conflicting situations where negotiation is required

Qualifications/Training

Essential

  • GSCE
  • NVQ Level 2 Customer Service or equivalent Experience
  • Experience of Microsoft Office
  • Experience of working within a team
  • Experience of logging calls

Desirable

  • Voice management qualification
  • Experience of working in Switchboard
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