Switchboard Operator

Job Title: Switchboard Operator

Job Summary:

Our client currently delivers Switchboard Services from two main sites across their service in Dundonald and the Downe areas. This Switchboard operates as a single virtual switchboard, currently answering calls for the client.

The essential nature of the Switchboard service is such that the post holder will be required to work as part of a team of Switchboard Operators providing a vital service, responding promptly and efficiently to all internal and external calls for the client, ensuring the Switchboard is manned on a 24/7, 365 days a year basis, providing an excellent customer focused service.

The post holder will have responsibility for ensuring the appropriate actions are taken when responding to emergencies i.e., Major Incidents, Bomb Alerts, Cardiac Arrests, Medical emergencies, also Fire/Gas/Intruder/Panic Alarms etc.

Location: Belfast

Salary: £9.50 PH

Hours of work: 37.5 Hours Per Week (Monday- Friday)

The main duties and responsibilities of the role:

• Operate the Trust Telephone Systems in a prompt, efficient and pleasant manner as the first point of contact for the client across multiple locations.

• Have the ability to prioritise job responsibilities, particularly in the event of emergencies, system failures etc and proactively play a vital role in the resolution of such events.

• Have the ability to receive and provide sensitive or complex information and provide advice, empathy and knowledge to staff/patients and the general public.

• Respond to internal and external calls and requests, providing general assistance and information to callers which may require tact and persuasive skills where barriers of communication and understanding are presented.

• Advanced Communication skills and good keyboard skills are essential.

• Have the ability to work in an emotional and distressing environment on a frequent basis, whilst remaining calm and initiating the appropriate action.

• Implement the Major Incident Response Procedure during a major incident by reporting vital information given from emergency services, e.g. Ambulance control and communicate this information directly to lead medical consultants, managers, directors and other hospital personnel etc., whilst also keeping accurate logs of all information conveyed. Carrying out required testing of the Major Incident Procedure.

• Participate in Live Exercise Drills and put in practice and test business continuity procedures for emergencies and major incidents e.g. Bomb Alerts, Paeds Cardiac, Adult Cardiac, and Obs & Gynae Teams etc.

Essential criteria and skills required

Four GCSEs (Grades A-C) or equivalent to include English and Maths.

OR

1 year’s relevant experience in a switchboard /call centre/clerical environment.

AND

• Excellent communication skills and the ability to work as part of a team.

• Experience in the use of Microsoft Software packages.

• Ability to manage competing priorities and deal with the pressure of a challenging and varied workload in a fast changing environment.