• Job Description

  Req#: C9377-INFRA0048?language=en&page=857&sort=publicationDateDesc

  Job summary

  Please note that this role is not on the Home Office list of occupations eligible for sponsorship under the Skilled Worker route.

  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.

  Main duties of the job

  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 hospitals needs are covered.

  About us

  We provide care and support to over a million people in Wakefield and Kirklees in their homes, community settings and across our three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).

  Always striving for excellence, we are at the forefront of innovation and research, and we invest in teaching and the development of our workforce.

  We live by our values of caring, improving, being respectful and maintaining high standards. We listen and learn because we aim to make Mid Yorkshire the best place to work and receive care.

  We value diversity and welcome talent and enthusiasm irrespective of age, disability, neurodivergence, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances including providing unpaid carers support to someone with a health and care need. As ethnic minority groups, members of the LGBTQ+ community, and people with a disability/neurodivergence are currently under-represented across the organisation, we encourage applications from members of these groups. We have policies and procedures to ensure all applicants are treated fairly and consistently.

  We are proud of our staff networks - who offer valuable guidance and feedback from those with lived experience.

  We have a clear vision and you could be part of this! If you share our values and you want to make a difference to the lives of our patients and their families and carers, we would love to hear from you.

  Date posted

  21 February 2024

  Pay scheme

  Agenda for change

  Band

  Band 2

  Salary

  £22,383 a year

  Contract

  Permanent

  Working pattern

  Full-time

  Reference number

  C9377-INFRA0048

  Job locations

  Pinderfields Hospital

  Aberford Road

  Wakefield

  West Yorkshire

  WF14DG

  
  

  Job description

  Job 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 Trusts messaging system allowing efficient communication within the clinical services.

  Carry out daily test calls for emergency procedures.

  Daily communications for the Trusts fire testing.

  Administration duties including:

  • Creation and maintenance of complex 24 hour medical and on call rotas.
  • Review and update of the Trusts telephony directory.
  • 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.

  Provide out of hours support for Fieldhead 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.

  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.

  Job description

  Job 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 Trusts messaging system allowing efficient communication within the clinical services.

  Carry out daily test calls for emergency procedures.

  Daily communications for the Trusts fire testing.

  Administration duties including:

  • Creation and maintenance of complex 24 hour medical and on call rotas.
  • Review and update of the Trusts telephony directory.
  • 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.

  Provide out of hours support for Fieldhead 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.

  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.

  Person Specification

  Knowledge and Awareness

  Essential

  • Health & Safety.
  • Data Protection.

  Desirable

  • Basic knowledge of medical terminology.

  Qualifications

  Essential

  • 2 GCSEs including English and Maths or equivalent/experience.

  Desirable

  • ECDL or equivalent.

  Experience

  Essential

  • Experience in a high pressured service environment in a customer facing role.
  • Administrative experience.

  Desirable

  • Experience of working in a Switchboard or Call Centre.
  • Experience of working variable shifts.
  • Experience of using telephony.
  • Previous NHS Experience.

  Skills and Abilities

  Essential

  • Ability to provide excellent customer service.
  • Well developed interpersonal skills including the ability to deal with customers and colleagues via the telephone in a patient, friendly and approachable manner.
  • Communicate effectively both verbally and written.
  • Computer literate with standard keyboard skills.
  • Abilities to work within defined policies and procedures.
  • Ability to concentrate for prolonged periods of time with predictable work patterns.
  • Ability to deal with occasional distressing and emotional circumstances.

  Person Specification

  Knowledge and Awareness

  Essential

  • Health & Safety.
  • Data Protection.

  Desirable

  • Basic knowledge of medical terminology.

  Qualifications

  Essential

  • 2 GCSEs including English and Maths or equivalent/experience.

  Desirable

  • ECDL or equivalent.

  Experience

  Essential

  • Experience in a high pressured service environment in a customer facing role.
  • Administrative experience.

  Desirable

  • Experience of working in a Switchboard or Call Centre.
  • Experience of working variable shifts.
  • Experience of using telephony.
  • Previous NHS Experience.

  Skills and Abilities

  Essential

  • Ability to provide excellent customer service.
  • Well developed interpersonal skills including the ability to deal with customers and colleagues via the telephone in a patient, friendly and approachable manner.
  • Communicate effectively both verbally and written.
  • Computer literate with standard keyboard skills.
  • Abilities to work within defined policies and procedures.
  • Ability to concentrate for prolonged periods of time with predictable work patterns.
  • Ability to deal with occasional distressing and emotional circumstances.

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Additional information

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Employer details

  Employer name

  The Mid Yorkshire Teaching NHS Trust

  Address

  Pinderfields Hospital

  Aberford Road

  Wakefield

  West Yorkshire

  WF14DG

  
  

  Employer's website

  https://www.midyorks.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  The Mid Yorkshire Teaching NHS Trust

  Address

  Pinderfields Hospital

  Aberford Road

  Wakefield

  West Yorkshire

  WF14DG

  
  

  Employer's website

  https://www.midyorks.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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