Telephonist​/Receptionist

Telephonist/Receptionist post covering reception and call handling for a Secure Forensic Unit and the corporate HQ of Midlands Partnership NHS Foundation Trust, with administrative support. The work includes triaging urgent Out of Hours District Nursing calls, raising emergency bleeps and managing a contact mailbox. Routine shifts apply, but the post holder must cover colleagues' absences at short notice, including nights, and some calls can be highly distressing.

Visa sponsorship is not available for this role.

• Route urgent Out of Hours District Nursing calls, referrals and queries to the triage nursing team, RAG rating calls and assigning them to wait lists
• Act as first point of contact for medical, psychiatric and fire emergencies, sending Multitone bleeps and co-ordinating responses and follow-up actions
• Handle general reception enquiries and direct staff, service users, visitors and contractors to the right service
• Provide a positive customer service experience as the Trust's first point of contact, including distressing calls
• Manage staff safety and lone working processes, including District Nursing personal alarms and OOH Doctors On Call
• Run the centralised taxi booking service, working with taxi and courier companies
• Process returned mail, including sensitive and confidential items
• Manage the Contact Portal mailbox and update the contact directory on the Corporate Information Manager system
• Cover other receptionists' full duties at short notice, including night duty, during leave or sickness
• Provide administrative support

• Recognised typing qualification such as OCR or equivalent
• NVQ Level 2 in office procedures, or working towards it, or equivalent experience

• Experience in a similar role or discipline
• Experience using in-house information systems
• Customer service or call handling experience

• Understanding of a range of work procedures
• Good communication skills
• Ability to work across a diverse range of duties in a busy, challenging reception area
• Ability to maintain accurate, accessible records, both paper and computer-based
• Knowledge of office procedures
• Ability to keep information confidential and secure

• Right to work in the UK without visa sponsorship

• Ability to present concise and relevant information

• Experience of working in the NHS
• Experience using switchboard systems
• Experience using clinical systems such as RiO
• Ability to progress a wide range of duties and demands

• Enhanced rates of pay for unsocial hours, pro rata in line with AFC terms and conditions
• Career development for clinical and non-clinical roles
• Ongoing training and support