Switchboard operates a 24 hour a day service across 365 days of the year.
Answering all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently. The weekly call volumes are anywhere between 10,000 – 13,000 calls as well as connecting internal teams together.
We are the first point of contact for worried patients, concerned family > members, the public and professional services and partnership organisations who contact the Trust as well as all internal users.
At times busy and pressured, we put out all Emergency team alerts across the hospitals ensuring the correct staff are contacted as a priority. We also prepare the on-call rota for the Trust to use. We monitor and report all hospital alarms from Fire alarms to people stuck in lifts, to gas cylinders that need changing. The operators have to be very resilient and patient, dealing with very emotional, frustrated and angry callers at times.
You will be responsible for handling calls in a professional manner, responding effectively to emergency calls, alarms and incident procedures. Effectively making decisions in a calm and efficient manner.
You will require an excellent telephone manner and proven customer service skills as well as a GCSE grade C or above in English. A good level of keyboard skills is required and previous switchboard/ IT knowledge is preferred as the switchboard is pc based although specific training will be provided.
The position is contracted at 24 hours a week and you must be available to work a set rota pattern, which will be a combination of all shift timings stated below - days, lates , nights, weekends and bank holidays.
Day shifts will be between the hours of 08:00 – 17:30 (shifts will vary from 4 hours – 8.5 hours) Late shift is 15:00 – 22:00 Night shift is 22:00 – 08:00. Night shifts , late shifts from 17:30 and weekends are lone working once trained. You will receive enhanced pay from 20:00 – 08:00 Monday – Friday and also at weekends)
N.B Training can take a few months working day shifts only
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a
buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
We look forward to receiving your application and the start of your journey with UHSussex.
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, including (where applicable), but not limited to operating Emergency Procedures, including Cardiac Arrest, Fire and Major Incident Plan.
The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms
Manage, where applicable the maintenance and or replacement of all equipment and keys quickly and effectively, according to the procedure
Report all telephone, bleep, pager and call logging system faults appropriately, testing lines and equipment and notifying the appropriate Team/Provider
Report any and all defects to any system or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures
The completion of all log books and other formal recording documentation held within Switchboard Services is maintained accurately and effectively at all times.
Issue bleeps and pagers according to the current procedure and update the directory of holders. Testing and identifying maintenance requirements of equipment and issuing replacement batteries, as required.
Carry out implementation of any change in administrative requirements to improve the operational efficiency of the Switchboard Services professionally, without impacting the service, the staff or the general public.
To 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
