Band 3 Switchboard Operator-ICT

Job summary

University Hospitals Birmingham NHS Foundation Trust is supported by the Switchboard department supporting communication services for all Trust sites. The successful applicants will be responsible for the consistent delivery of a high standard Telephony service, operating as the focal point for the Trust promoting a positive and courteous manner. The department is currently introducing a number of service improvements including the implementation of new switchboard software, upgrading our technologies and merging services. The roles are currently based on the Heartlands site but there are plans to re-locate to the Fiveways area of Birmingham next year

Main duties, tasks & skills required

The role involves answering inbound internal and external calls in a responsible and courteous manner, monitoring progress and rerouting appropriately. The successful candidates will activate and operate the bleep system in a prompt and efficient manner. Respond to all Emergencies including Major incident, activating Emergency procedures in accordance with Trust Policies & Procedures and following the departmental recording and reporting process. The post holders must have good communication and customer care skills, both written and verbal, demonstrating sympathy and compassion. The ability to communicate with staff at all levels using clear and concise language, good keyboard and IT skills and the ability to multitask with good organisational skills are essential.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

Job description

*Please Note*: For a detailed job description for this vacancy, please see attached Job Description*

Person specification

Qualifications

Essential

Good General Education (e.g. GCSE English and Maths A-C) GCSE Level 9-4

NVQ Level 3 in an administrative environment or Knowledge of administrative procedures and systems acquired through experience and training.

Experience

Essential

Experience of dealing with the Public/Customer service experience

Significant telephony experience including experience of working with telephony equipment and pagers.

Experience of working with a range of Microsoft Office packages (eg. Word,Excel and Outlook

Knowledge of telephony terminology e.g. phonetic alphabet

Understand confidentiality and apply the principles

Must be able to demonstrate an understanding of equality and diversity