Switchboard Operator

To assist in the provision of a Comprehensive Telecommunications service to the Blackpool Hospitals. The Telephonist post will be based at the Blackpool Teaching Hospital and you will be required to participate in a rotational shift pattern covering 24 hours/day and 365 days/year including nights, weekends and public holidays. Flexibility is essential as you may be required to change duties or work at short notice to cover for absences and holidays.

• Provide 24‑hour flexibility, including night shifts, to cover for colleague leave and sickness absences and meet service requirements.
• Receive and extend incoming calls to their relevant destination across the telecoms network.
• Receive and record all emergency calls.
• Provide external telephone access for users across the telecoms network.
• Ensure that all personal telephone calls are monitored and accurately documented.
• Transfer internal callers to extensions across the network.
• Operate the radio system in accordance with guidelines.
• Operate the bleep system and understand the process for faulty bleeps and battery changes.
• Divert and undivert bleeps and ensure correct documentation.
• Ensure operator performance targets, as outlined in the operator’s guide, are consistently met.
• Ensure a comprehensive and accurate handover of relevant information at the start and end of each shift to maintain continuity of service.
• Assist and work within the Trust’s guidelines to deal effectively with patients/callers who may have speech, language or cultural differences.
• Apply a calming, sensitive approach to distressed callers, including suicidality or aggression.
• Respond to all emergency calls (major incident, obstetric emergency, cardiac arrest, bomb alert, etc.) and instigate all relevant documented procedures, in and out of hours.
• Instigate daily test calls to emergency teams programmed into the system and document all responses.
• Compile daily medical rosters for each specialty, identify any inaccuracies, and highlight them to relevant personnel.
• Ensure roster changes are accurate and legible and that amended rosters are distributed to relevant departments.
• Assist with updating the console database with new or amended information.
• Staff rotate console positions to fulfil all roles within the department.
• Perform reception duties (where necessary) and respond to all enquiries.
• Attend departmental staff meetings.
• Provide out-of-hours service for the distribution and accurate recording of information relating to accommodation keys and on‑call rooms.
• Handle queries relating to accommodation key and on‑call room services.
• Provide assistance to members of the public and other health‑care professionals in relation to community services.
• Provide out‑of‑hours service for ordering taxis, issue precise instructions to taxi operators, and document the service accurately.
• Monitor all medical gas, intruder, and personal‑attack alarms and instigate relevant documented procedures.
• Ensure that rota changes and information relating to chaplaincy and mortuary arrangements are accurately documented.
• Provide a professional, efficient admission and transfer service to GPs and other agencies, ensuring calls are directed to the relevant specialty.
• Provide patient location information to the general public and outside agencies, following confidentiality guidelines.
• Keep all work areas clean and tidy and be responsible for the cleaning of all screens and keyboards as required.

• High standard of general education in Maths and English (GCSE or equivalent).
• Proven customer‑service experience gained through working in a fast‑paced environment.
• Experience dealing with the public and coping with difficult situations.
• Experience working on a switchboard or call centre in a target‑driven environment.
• Experience dealing with frustrated or aggressive customers.
• Basic literacy and numeracy skills.
• Excellent communication and listening skills.
• Excellent client‑care and customer‑service skills both on the telephone and face to face.
• Proven ability to work under pressure and handle emergency situations.
• Ability to communicate with all personnel.
• Rapid assessment, resolution, and forwarding of enquiries.
• Accurac…