• Job Description

  Req#: C9302-25-0313?language=en&page=131&sort=publicationDateDesc

  Job summary

  We are looking for a part time telephonist (25-hour post) in busy Switchboard Dept. With flexibility to cover shifts over a 24-hour period working rostered shifts.

  The postholder will be expected to work with a very flexible approach to aid as required in the busy Switchboard Dept to ensure a continuous service for our patients & staff.

  Working days will be discussed at interview, rotas over a 4-week pattern.

  Will be Required to be part of On Call Rota.

  Only applicants who can work with flexibility to apply please.

  If you would like to arrange a visit to see what is involved in the wonderful Switchboard Team, please contact the recruiting manager who will arrange a mutually convenient time for your visit.

  This vacancy is open to all internal and external candidates.

  *Applicants who have already received feedback that they are unsuitable for the position need not apply - unless they have taken steps to strengthen their application to demonstrate and evidence how you meet the essential criteria since that decision. *

  Main duties of the job

  To provide a comprehensive & confidential telephone service to support the daily activity of the Hospital Trust. Experience of handling telephone queries & ensuring a high-quality response to incoming calls from external & external sources is essential. Experience of monitoring & addressing alarm signals, using bleep systems & liaison with various depts. is also valuable but not essential.

  Ensuring provision of an efficient & responsive communications service to staff, patients & customers

  Expected to have a flexible attitude towards working hours & covering other members of the Switchboard team at short notice.Previous switchboard experience desirable, preferably in an acute hospital, & an excellent telephone manner is required.

  Knowledge of IT and Windows desirable.Monitoring of alarms & dealing with emergencies.

  We operate 24 hours over 7 days a week. Flexibility is essential ensuring the provision of service in emergency situations.

  Required to be part of the on call rota 1 in 4

  About us

  Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values.

  People at the Heart

  Listen and Involve

  Kind and Respectful

  ONE Team

  WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.

  At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

  Details

  Date posted

  19 May 2025

  Pay scheme

  Agenda for change

  Band

  Band 2

  Salary

  £24,169 a year per annum, pro rata

  Contract

  Permanent

  Working pattern

  Part-time, Flexible working

  Reference number

  302-25-7175422E

  Job locations

  Royal Albert Edward Infirmary

  Wigan Lane

  Wigan

  WN1 2NN

  
  

  Job description

  Job responsibilities

  Key results from the job holder

  • Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
  • Receive and direct as appropriate all incoming and outgoing calls.
  • Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
  • Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
  • Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
  • Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
  • Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
  • Operation, including test protocols, of internal and external Paging Systems.

  Job description

  Job responsibilities

  Key results from the job holder

  • Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
  • Receive and direct as appropriate all incoming and outgoing calls.
  • Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
  • Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
  • Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
  • Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
  • Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
  • Operation, including test protocols, of internal and external Paging Systems.

  Person Specification

  Additional

  Essential

  • A flexible approach to working pattern
  • Adapt well under pressure
  • Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
  • Pleasant Telephone Manner
  • Able to work as a lone worker.

  Knowledge

  Essential

  • Understand how to access information

  Desirable

  • Knowledge of Trust and its departments and functions

  Skills

  Essential

  • Good interpersonal skills
  • Ability to work alone on their own initiative
  • Keyboard Skills

  Experience

  Essential

  • Experience of Handling telephone queries in an office environment
  • Able to work within a team

  Desirable

  • Customer care awareness
  • Dealing with people/enquiries by telephone
  • Previous hospital experience would be useful

  Qualifications

  Essential

  • Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience

  Person Specification

  Additional

  Essential

  • A flexible approach to working pattern
  • Adapt well under pressure
  • Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
  • Pleasant Telephone Manner
  • Able to work as a lone worker.

  Knowledge

  Essential

  • Understand how to access information

  Desirable

  • Knowledge of Trust and its departments and functions

  Skills

  Essential

  • Good interpersonal skills
  • Ability to work alone on their own initiative
  • Keyboard Skills

  Experience

  Essential

  • Experience of Handling telephone queries in an office environment
  • Able to work within a team

  Desirable

  • Customer care awareness
  • Dealing with people/enquiries by telephone
  • Previous hospital experience would be useful

  Qualifications

  Essential

  • Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

  Address

  Royal Albert Edward Infirmary

  Wigan Lane

  Wigan

  WN1 2NN

  
  

  Employer's website

  http://www.wwl.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

  Address

  Royal Albert Edward Infirmary

  Wigan Lane

  Wigan

  WN1 2NN

  
  

  Employer's website

  http://www.wwl.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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