Main area: Switchboard Services Grade Band 3
Contract: Permanent
Hours: Full time - 37.5 hours per week (Rotary shift 24*7*365, 8 hour shifts)
Job ref: 339-CCC5329-A
Site: Southmead Hospital
Town: Bristol
Salary: £24,071 - £25,674 per annum (FTE), pro rata for part time roles
Salary period: Yearly
Closing: 30/01/2025 08:00
Thank you for your interest in this vacancy!
We highly recommend reading our Tips on how to apply page to give you an insight on how applications are scored & shortlisted by our Recruiting Managers. Please note that if you apply for a position with North Bristol NHS Trust, you may be contacted via TRAC or via email. This includes invites for job interviews. We therefore recommend that you regularly check your TRAC Account and email accounts including junk and spam folders. Our job adverts may close as soon as sufficient applications have been received. Considering this, if you are interested in this role, please do apply as soon as you can. Job overview
North Bristol NHS Trust is a progressive and ambitious teaching and research organisation, as well as a specialist regional centre for major trauma, neurosciences, plastics and burns, orthopaedics and renal services. With a turnover of £550m and 9,000 staff, our clinical teams have built a strong reputation for exceptional healthcare, personally delivered. You will have a vital part to play in answering calls to the Hospital and operating our emergency paging system. We are looking to recruit a full time Switchboard Agent who will work on a rotary shift basis (8 hours per shift) operating 365*24*7. Main duties of the job
Reporting to the Switchboard Supervisor, the post holder will ensure the responsive and professional standards of the North Bristol switchboard are maintained. This post will create and maintain strong working relationships with all Switchboard staff and could communicate with Assistant Directors, Executive Directors including Clinical Directors, General Managers, Heads of Nursing and all other staff within the organisation. Candidates interested in applying will ideally have Switchboard experience and familiarity with working with the public. We are looking for unique individuals with extensive knowledge of the challenges presented within the NHS and how this is likely to impact our services and how we deliver them. Working for our organisation
As a member of the Switchboard team, the post holder will have responsibility for answering a wide variety of calls and queries from the general public, in order to work with a high performing expert team capable of supporting all the requirements of the Trust. Detailed job description and main responsibilities
As part of a small team working on a shift basis over 24*7 to answer all incoming and internal calls to the Trust, in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently. To carry out all processes and procedures which involve the Switchboard Services. Ensure that Security arrangements within switchboard services are controlled at all times. During shift to be responsible for maintaining the following key information systems: NEWS - To centrally record and then pass on to key medical staff summarised medical information in support of National Early Warning Score (NEWS) initiative. Rotas - Manage and update trust on call emergency rotas for Drs, Executives and senior Managers and then process emergency calls for these rotas. Directory - Carry out daily updates of the live switchboard directory. Workbook - Carry out and log emergency calls and update switchboard workbook as necessary. The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms. Carry out all emergency test calls quickly and efficiently, as required. Report any and all defects to computer or telephony systems or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures. Manage and issue bleeps and pagers according to the current procedure and update the directory of holders. Maintain good communication and exceptional working relationships with all Switchboard Services colleagues, line managers and other Trust staff at all times. Carry out any other duties that may be required of the post in order for the Switchboard Services to be carried out properly and effectively. Person specification
Qualifications
Educated to NVQ Level 3 in Call Centre Operations (or equivalent) Has obtained a general IT training qualification, such as CLAIT or ECDL (or equivalent). Or is willing to work towards it. Experience
Knowledge of working within the NHS is an advantage. Proven knowledge of major switchboard services, preferably within an acute hospital environment is an advantage. Knowledge
Good interpersonal skills, and to be able to handle contacts of all types and at all levels. Advanced keyboard and telephone skills to accurately process a high volume of calls efficiently and update key trust information systems. If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful. Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance. If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151. The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments. At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people. Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.
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We highly recommend reading our Tips on how to apply page to give you an insight on how applications are scored & shortlisted by our Recruiting Managers. Please note that if you apply for a position with North Bristol NHS Trust, you may be contacted via TRAC or via email. This includes invites for job interviews. We therefore recommend that you regularly check your TRAC Account and email accounts including junk and spam folders. Our job adverts may close as soon as sufficient applications have been received. Considering this, if you are interested in this role, please do apply as soon as you can. Job overview
North Bristol NHS Trust is a progressive and ambitious teaching and research organisation, as well as a specialist regional centre for major trauma, neurosciences, plastics and burns, orthopaedics and renal services. With a turnover of £550m and 9,000 staff, our clinical teams have built a strong reputation for exceptional healthcare, personally delivered. You will have a vital part to play in answering calls to the Hospital and operating our emergency paging system. We are looking to recruit a full time Switchboard Agent who will work on a rotary shift basis (8 hours per shift) operating 365*24*7. Main duties of the job
Reporting to the Switchboard Supervisor, the post holder will ensure the responsive and professional standards of the North Bristol switchboard are maintained. This post will create and maintain strong working relationships with all Switchboard staff and could communicate with Assistant Directors, Executive Directors including Clinical Directors, General Managers, Heads of Nursing and all other staff within the organisation. Candidates interested in applying will ideally have Switchboard experience and familiarity with working with the public. We are looking for unique individuals with extensive knowledge of the challenges presented within the NHS and how this is likely to impact our services and how we deliver them. Working for our organisation
As a member of the Switchboard team, the post holder will have responsibility for answering a wide variety of calls and queries from the general public, in order to work with a high performing expert team capable of supporting all the requirements of the Trust. Detailed job description and main responsibilities
As part of a small team working on a shift basis over 24*7 to answer all incoming and internal calls to the Trust, in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently. To carry out all processes and procedures which involve the Switchboard Services. Ensure that Security arrangements within switchboard services are controlled at all times. During shift to be responsible for maintaining the following key information systems: NEWS - To centrally record and then pass on to key medical staff summarised medical information in support of National Early Warning Score (NEWS) initiative. Rotas - Manage and update trust on call emergency rotas for Drs, Executives and senior Managers and then process emergency calls for these rotas. Directory - Carry out daily updates of the live switchboard directory. Workbook - Carry out and log emergency calls and update switchboard workbook as necessary. The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms. Carry out all emergency test calls quickly and efficiently, as required. Report any and all defects to computer or telephony systems or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures. Manage and issue bleeps and pagers according to the current procedure and update the directory of holders. Maintain good communication and exceptional working relationships with all Switchboard Services colleagues, line managers and other Trust staff at all times. Carry out any other duties that may be required of the post in order for the Switchboard Services to be carried out properly and effectively. Person specification
Qualifications
Educated to NVQ Level 3 in Call Centre Operations (or equivalent) Has obtained a general IT training qualification, such as CLAIT or ECDL (or equivalent). Or is willing to work towards it. Experience
Knowledge of working within the NHS is an advantage. Proven knowledge of major switchboard services, preferably within an acute hospital environment is an advantage. Knowledge
Good interpersonal skills, and to be able to handle contacts of all types and at all levels. Advanced keyboard and telephone skills to accurately process a high volume of calls efficiently and update key trust information systems. If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful. Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance. If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151. The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments. At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people. Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.
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