Job summary
- Main area
- Telecommunications
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 153-CO03794
- Employer
- University Hospitals Dorset NHS Foundation Trust
- Employer type
- NHS
- Site
- Poole Hospital
- Town
- Poole
- Salary
- £24,071 - £25,674 pa/pro rata
- Salary period
- Yearly
- Closing
- 10/11/2024 23:59
Employer heading
Telecommunication Officer
Band 3
As University Hospitals Dorset we are a three site acute trust with ‘university hospital’ status through our partnership with Bournemouth University, working with an annual budget of £730m.
We offer highly regarded health services, employing some 10,000 staff. Our ambitious £250m estates programme is well on the way to delivering state-of-the-art facilities over the next two years to meet the current and future healthcare needs of the populations we serve.
In an Area of Outstanding Natural Beauty with over seven miles of sandy beaches you’ll find inspirational opportunities to achieve your perfect work/life balance. With the New Forest and the Purbecks on our doorstep, we’re also less than three hours from London by road or train. The thriving towns of Poole, Bournemouth and Christchurch give way to idyllic villages and unspoilt landscapes just minutes from our hospitals.
We believe that having a diverse workforce, and allowing people to be themselves, is essential in ensuring we offer an inclusive, welcoming and productive place to work.
We especially welcome applications from minority groups in the community who may be underrepresented in our workforce.
At UHD our active staff network groups are the Women's Network, Black Asian Minority Ethnic Group (BAME), Pride Network, European (EU), Pro Ability Staff Network, and the Armed Forces Support Group.
As a Trust we are proudly signed up to the Disability Confident and Armed Forces Covenant guaranteed interview schemes.
Job overview
We are looking to welcome new a Telecommunication Officer to our friendly team at UHD!
Your duties will include operation of a computer-based switchboard console, monitoring and responding to a variety of alarms and emergency conditions.
Candidates for the post should have previous experience of working in a fast-paced customer focused environment. Ideally candidates will have experience operating a telephone switchboard, however full training will be provided.
Good communications skills, attention to detail and the ability to work as part of a team are essential. Experience of working in a similar, fast paced environment would be an advantage.
Successful candidates will be required to work days, evenings and bank holidays, and must be flexible to the needs of the service and be prepared to attend at short notice.
We are currently looking for applicants to cover a number of positions full time or part time on a rotational basis, typical shifts include: 07:30 -15:30; 08:00-14:00; 08:30-16:30; 09;30-17:30; 10:30-18:30; 14:00-22:00. Regular weekend and bank holiday work is required.
Base Location: Poole Hospital
Interview Date: TBC
Main duties of the job
- To provide a central communication service to approximately 12,500 users within the Trusts.
- To manage and operate the “2222” service, ensuring an immediate response to all clinical and non-clinical incidents.
- Provide and receive routine or sensitive information both internally and externally requiring tact or persuasive skills where there may be barriers to understanding.
- Providing and receiving complex or sensitive information orally, in writing or electronically to inform work colleagues, patient, clients, carers, the public or other external contacts including Police and Coroners
- To create effective working relationships with the users of the service, respecting equality and diversity in line with Trusts’ Approach.
- To advise both external and internal customers on communication problems, ensuring the Switchboard Manager and/or Assistant Director of IT Security, Capacity, Service Improvement is informed as appropriate.
- Ensure that the Switchboard service is operated in a courteous, friendly and efficient manner.
- Guide, help and advise staff to enable them to deal with any communication problems
Working for our organisation
Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued teammates and colleagues.
UHD are investing in services across the Trust, with many being transformed and developed following merger and the New Hospital Programme.
This means that some services may move site this year or next, either temporarily or long term. Recruiting Managers interviewing for this role will be happy to answer any specific questions that you have at interview
Detailed job description and main responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert
Person specification
Qualifications
Essential criteria
- Educated to NVQ Level 3, or equivalent experience.
Desirable criteria
- Advanced BT Training / NVQ 3 / Switchboard/Call Centre Experience
Experience
Essential criteria
- Experience of all aspects of procedures and practices in a busy Hospital environment
- Experience of Windows based Console switchboards
- Experience of Multitione and Swissphone paging systems
Technical Skills Competencies
Essential criteria
- Effective communication skills
- Ability to deal with customers in a courteous manner
- Must be able to work within a team
- Ability to impart knowledge to others
- Ability to deal with emotionally stressful situations
- Must be totally discreet
- Capacity to work under pressure
- Ability to develop effective working relationships
- Computer literate with advanced keyboard/mouse skills – essential for speed and accuracy
- Ability to provide & receive complex or sensitive information where there are barriers to communication
Knowledge
Essential criteria
- Previously NHS experience, familiar with implementing emergency procedures
Desirable criteria
- Comprehensive understanding of Switchboard procedures
- Knowledge of Medical terminology
- Good understanding of the working of NHS Hospital
Interpersonal skills
Essential criteria
- Attention to detail
- Ability to deal calmly with difficult callers and associated problems
Desirable criteria
- Awareness of managing workplace stress and pressures
Other requirements specific to the role
Essential criteria
- Ability to travel to work to undertake un-social hours Flexible approach to shift working
Personal Attributes
Essential criteria
- Friendly and patient personality
- Ability to adapt to shift work
- Ability to work under pressure
Language Requirement
Essential criteria
- Be able to speak English as necessary to undertake the role.
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Verity Cooke
- Job title
- IT Service Desk & Switchboard Manager
- Email address
- [email protected]
- Telephone number
- 0300 019 2290
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