Switchboard Operator, Wakefield

Please contact Alex Wigston, Switchboard Team Leader via email:

About The Role

A new and exciting opportunity has arisen to join our Switchboard team as a Switchboard Operator at The Mid Yorkshire Teaching NHS Trust. We are looking for a friendly, motivated and enthusiastic individual who is passionate to deliver high-quality, customer-focused support to staff and the general public. You will work as part of an experienced team, acting as the first line of contact for staff, external organisations and the general public. You will be required to take calls in a professional and efficient manner whilst providing a high level of customer service. As part of the role you will also deal with emergency situations that are called through and ensure that messages are sent out to all relevant teams in a timely but accurate manner. The Switchboard team cover a 24/7 service, in which you will form part of a rota ensuring that the service needs are covered.

Main duties

The post holder will provide the 1st point of contact for the Mid Yorkshire Teaching NHS Trust, using an efficient and reliable service to communicate with the public, staff, health professionals and emergency services in a courteous and friendly manner and is responsive to the needs of the trust and its users. The post holder will work as part of a team handling more than 60,000 calls per month and initiating emergency responses such as the Cardiac Arrest Calls, Fire, Major Incidents and Major Haemorrhage. The team are responsible for effectively understanding and working to a wide range of highly complex work procedures and processes.

Duties And Responsibilities

• Process internal and external telephone calls to the Trust and other supported sites, dealing with a large range of enquiries in a courteous and professional manner.
• Responsible for understanding, accessing, resolving and forwarding enquiries to appropriate stakeholders.
• Respond and take appropriate action to clinical and non-clinical emergency calls. E.g Cardiac Arrests, Fire Activations, Major Incidents.
• Operate the trust’s messaging system allowing efficient communication within the clinical services.
• Initiating documented business continuity procedures as a result of loss of services.
• Carry out daily test calls for emergency procedures.
• Daily communications for the trusts fire testing.
• Creation and maintenance of complex 24 hour medical and on call rotas.
• Manage and monitor the use of temporary emergency mobile devices.
• On call accommodation.
• Arrange and book taxis for patients and staff members.
• Report all faults within Switchboard.
• Inputting and modifying data into Trust systems and databases to ensure accurate recording of data to aid reporting.
• Provide out of hours Switchboard services for Field head Hospital and Newton Lodge (South West Yorkshire Partnership NHS Foundation Trust).
• Provide support for the trusts diabetic communications system by collating caller information for use by the Diabetic service.
• Single point of contact for IT out of hours support.
• Liaison between Clinical Site Manager, end users and IT On Call.
• Adhere to Trust and departmental processes and procedures.
• Assist with the onboarding and training of new staff members.
• Undertake any other reasonable duties as required.

Terms and Conditions of Service

• Switchboard Operators are required to provide 24-hour cover, 365 days a year. Overtime is required at times to cover annual leave and unplanned absence.
• The nature of the post requires that periods of annual leave must be with prior arrangement to ensure that the service is adequately covered.
• The post holder will be required to work at any location where the Trust provides services.

Qualifications

3 GCSEs including English and Maths or equivalent/experience.

ECDL or equivalent qualification or experience.

Experience

• Experience in a high-pressured service environment in a customer facing role.
• Administrative experience.
• Proficient IT skills including keyboard skills and experience of Microsoft packages.

Our Benefits

• Access to the NHS pension plan
• Generous holiday allowance of 27 days plus bank holidays, increasing with 5 and 10 years of service
• Exceptional employee health and wellbeing services
• Extensive benefits and support, including:
• Onsite nurseries and childcare salary sacrifice scheme
• Cycle to work scheme
• Home electronics scheme
• Car lease salary sacrifice scheme
• Working carers support and advice, carers network and carers passport
• Flexible working options and family and carer-friendly policies
• Established staff networks, including LGBTQ+ and Race Equality
• Career progression, training and support.

Skilled worker sponsorship

You can find out more about skilled worker and health and care visas on our .

#J-18808-Ljbffr