Telecommunication Officer

• 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 IT Service Desk and Head of IT Operations 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, To understand the role in more detail please read the full job description and person specification documents which are attached to this advert

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 full time role on a rotational basis, typical shifts include: 07:30 -15:30; 08:30-16:30; 09;30-17:30; 10:30-18:30; 14:00-22:00. Regular weekend and bank holiday work is required., Essential

• Educated to NVQ Level 3, or equivalent experience.

Desirable

• Advanced BT Training / NVQ 3 / Switchboard/Call Centre Experience

Experience

Essential

• Experience of all aspects of procedures and practices in a busy Hospital environment
• Experience of Windows based Console switchboards
• Experience of Alertive and Swissphone paging systems, * 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

• Previously NHS experience, familiar with implementing emergency procedures

Desirable

• Comprehensive understanding of Switchboard procedures
• Knowledge of Medical terminology
• Good understanding of the working of NHS Hospital

Interpersonal skills

Essential

• Attention to detail
• Ability to deal calmly with difficult callers and associated problems

Desirable

• Awareness of managing workplace stress and pressures

Other requirements specific to the role

Essential

• Ability to travel to work to undertake un-social hours Flexible approach to shift working, * Friendly and patient personality
• Ability to adapt to shift work
• Ability to work under pressure

Language Requirement

Essential

• Be able to speak English as necessary to undertake the role.

Person Specification

Qualifications

Essential

• Educated to NVQ Level 3, or equivalent experience.

Desirable

• Advanced BT Training / NVQ 3 / Switchboard/Call Centre Experience

Experience

Essential

• Experience of all aspects of procedures and practices in a busy Hospital environment
• Experience of Windows based Console switchboards
• Experience of Alertive and Swissphone paging systems, * Friendly and patient personality
• Ability to adapt to shift work
• Ability to work under pressure

Language Requirement

Essential

• Be able to speak English as necessary to undertake the role.

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.

UHD are investing,developingand transforming Trust services in line with the New Hospital Programme. As part of this, some services may move site this year or next, either temporarily or permanently. Recruiting Managers will be happy to answer any service-specific questions at interview. If a role or servicerelocatesas part of a planned move, excess mileage will not be reimbursed. Travel from home to the new work base will be classed as a normal commute. Any other changes will be managed under Trust or national terms and conditions. UHD has active networks including Women's, BAME, Pride, EU, Pro Ability, and Armed Forces. We support Disability Confident and Armed Forces Covenant interview schemes.