NHS
Switchboard Operator
This job is now closed
Job Description
- Req#: C9164-25-0923?language=en&page=22&sort=publicationDateDesc
- NVQ Level 2 Customer Service
- NVQ Level 2 Call Handling
- Computer Literate
- Minimum of 12 months experience working in a call centre of customer focussed setting.
- Experience of working within a healthcare environment
- Demonstrate effective communication skills with callers/patients/relatives who may be very ill and/or distressed using a sympathetic and understanding approach.
- Able to calm angry callers, be empathetic and guide confused callers.
- Resolve caller problems using tact and diplomacy.
- Resolve caller problems using tact and diplomacy.
- NVQ Level 2 Customer Service
- NVQ Level 2 Call Handling
- Computer Literate
- Minimum of 12 months experience working in a call centre of customer focussed setting.
- Experience of working within a healthcare environment
- Demonstrate effective communication skills with callers/patients/relatives who may be very ill and/or distressed using a sympathetic and understanding approach.
- Able to calm angry callers, be empathetic and guide confused callers.
- Resolve caller problems using tact and diplomacy.
- Resolve caller problems using tact and diplomacy.
Job summary
This is an exciting opportunity to join the Estates and Facilities team as a Switchboard Operator.
This will be mainly based at the Queens Medical Centre however you will be required to work from the City hospital from time to time.
The role itself is a Annualised hours contract of 1134 hours
We are looking for someone who has a flexible approach to work and is motivated to help the public and staff with their day to day enquiries, ideally you will have previous Switchboard/call centre experience however all training will be provided.
Post holder must have proficiency in IT skills.
If you have applied for a position in the last 6 months then you need not apply.
Main duties of the job
In addition to the below summary you need to familiarize yourself with full Job Description and Person Specification documents attached to this advert.
To be responsible for being first point of contact for hospital enquires from the general public and Trust staff.
To be professional and sympathetic to callers in need of support.
To be responsible for putting out emergency crash calls to the 22 22 emergency teams within the Trust, via the Blick bleep system and the Everbridge messaging system.
To be able to respond efficiently and action all on call rota's sent into the department.
To adhere to all Trust and in house policies and procedures.
You will need to be able to demonstrate excellent organisational skills as well as being a hard working team player who works well under pressure and has an approachable manner.
About us
With over 17,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.
Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Our organisation is driven by our strategic objectives and organisational values and behaviours -We Build Trust,We Empower,We are Ambitious,We are Mindful,We are Nurturing,We are United,We are Honest
Working in the NHS and at NUH is challengingyet rewarding. That is why we do all we can to support staff with rewards and benefits wherever we can.
Date posted
23 April 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,071 to £25,674 a year Annualised hours contract of 1134 hours per annum pro rata
Contract
Permanent
Working pattern
Annualised hours
Reference number
164-7065979-A
Job locations
Queens Medical Centre
Derby Road
Nottingham
NG7 2UH
Job descriptionJob description
Job responsibilities
To answer up to 85-100 calls per hour.
Engage with all callers to help resolve their query in one call if possible.
Answer all email enquires in the department inbox.
Answer ALL 2222 calls within a timely manner
Daily lift testing
Weekly fire alarm testing calls
Blick bleep pager daily testing
Help with Doctor change over twice yearly
Handle on call rotas sent into the department and deal with accordingly.
Most importantly work as part of the team
Job responsibilities
To answer up to 85-100 calls per hour.
Engage with all callers to help resolve their query in one call if possible.
Answer all email enquires in the department inbox.
Answer ALL 2222 calls within a timely manner
Daily lift testing
Weekly fire alarm testing calls
Blick bleep pager daily testing
Help with Doctor change over twice yearly
Handle on call rotas sent into the department and deal with accordingly.
Most importantly work as part of the team
Person SpecificationPerson Specification
Training & Qualifications
Essential
Desirable
Experience
Essential
Desirable
Communication and Relationships
Essential
Training & Qualifications
Essential
Desirable
Experience
Essential
Desirable
Communication and Relationships
Essential
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
Nottingham University Hospitals NHS Trusts
Address
Queens Medical Centre
Derby Road
Nottingham
NG7 2UH
Employer's website
Employer details
Employer name
Nottingham University Hospitals NHS Trusts
Address
Queens Medical Centre
Derby Road
Nottingham
NG7 2UH
Employer's website
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.