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NHS Emergency Service Call Handler / Switchboard Operator

Your World Healthcare
Job LocationBristol
EducationNot Mentioned
Salary10.00 - 18.30 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary , full-time Work from homeOngoing

Job Description

Switchboard Operator Sector: HealthcareJob Type: TemporaryBand: 2Duration: OngoingLocation: BrislingtonRemote Working: Possibly, once training is completeWorking days and hours:Monday to Sunday (on Rotation)6am to 2pm2pm to 10pm10pm to 6pm***Start and finish times could be reviewed for the right candidatePay:Days Mon-Fr £10.00 PAYE Inclusive of Holiday PayNights Mon-Fri £14.14 PAYE Inclusive of Holiday PaySaturday £14.14 PAYE Inclusive of Holiday PaySunday / Bank Holiday £18.30 PAYE Inclusive of Holiday PayJOB SUMMARYOur client is looking for confident and dependable individuals to join our Switchboard team, which operates 24/7 and 365 days a year. This placement involves handling confidential information and acting as a pivotal point of contact with service users,staff, and the general public. Working evening, night, weekend, and Bank Holiday.Training normally lasts for between 5 and 10 shifts and will be conducted in office with support at which point working from home may be an option, for the right candidate.MAIN DUTIES & RESPONSIBILITIES

  • Operate the computer-based switchboard. Answer calls from the general public and directing the caller to the correct destination
  • Book detained ambulances and non-detained transport for departments throughout the Trust
  • Act as a non-clinical answering service for the Trusts Intensive Support Teams out of hours. Pass messages to the appropriate Intensive Support Teams so that clinical intervention can be arranged as necessary.
  • Answer emergency and major incident calls and escalate to appropriate officers using the Trusts cascade procedure.
  • Support On-Call Managers and Intensive Support Teams by providing up-to-date availability of beds throughout the Trust. Keep track of changes and return updated sheet to the Bed Management team in office hours.
  • Ensure that all exceptions and faults relating to telephones, the switchboard and its services are escalated to relevant personnel. Follow local guidance and use initiative to ensure continued running of the service.
Person SpecificEssential
  • Excellent literacy and numeracy skills
  • Confidence with Microsoft Office packages including Excel and Outlook
  • Excellent customer service skills
  • Excellent initiative and problem-solving abilities
  • Good conflict resolution skills
  • Able to deal with confidential, sensitive and distressing information in an appropriate manner
  • Personally mobile and able to work rotational shifts
Desirable
  • Previous call-handling experience
  • Experience using bespoke computer systems
  • Knowledge and understanding of NHS mental health services
  • Previous experience working and liaising with multi-disciplinary agencies and/or service users

Keyskills :
Call CentreCommunication SkillsSwitchboardPhone Manner

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