Band 3 Telecommunications Officer
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Are you looking for a new challenge?
An exciting opportunity has arisen for 3 committed telephonists to join the switchboard team at the Queen Elizabeth Hospital Birmingham.
We are a friendly team who provide a 24/7 telephony service and are often the first point of contact for both patients and staff. You will be part of a team who provide a comprehensive and efficient service giving our service users the best possible experience. We are a busy department dealing with an average of 5000 calls per day
We are looking for hardworking, reliable individuals who are flexible, caring and able to work in a high pressure environment
Main duties of the job
3 vacancies have become available for telecommunication officer positions within a busy switchboard department.
Vacancy 1 -- 37.5 hrs per week
Tuesday 1300-2100 (7.5)
Wednesday 1300-2100 (7.5)
Thursday 1300-2100 (7.5)
Friday 1000-1800 (7.5)
Saturday 1000-1800 (7.5)
Vacancy 2 -- 36.5 hrs per week
Monday 0900-1700 (7.5)
Tuesday 0900-1600 (6.5)
Wednesday 0900-1600 (6.5)
Thursday 0800-1700 (8.5)
Friday 0800-1600 (7.5)
Vacancy 3 -- 25.5 hrs per week
Monday 1600-2130 (5.5)
Thursday 1600-2100 (5)
Friday 1600-2100 (5)
Saturday 1600-2100 (5)
Sunday 1600-2100 (5)
The main duties of the role include the following:
Answering external incoming telephone calls and connecting them to appropriate extensions using the computerised equipment provided.
Answering internal incoming calls from health care professionals and ensure that these are re-routed appropriately and any information required is provided.
Applicants must have the ability to deal with stressful, emotional situations and remain calm, empathetic and confident to the caller.
Good interpersonal skill and a willingness to undertake training are essential, as is a clear understanding of confidentiality.
Call centre/Switchboard experience is essential; please clearly demonstrate this in your supporting information.
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.
Desirable
- *NVQ Level 3 in administration/ customer service or equivalent
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
Desirable
- *Experience of working in a busy environment
Additional Criteria
Essential
- *Flexible approach to work including covering a shift pattern to include nights, weekends and bank holidays
- *Ability to travel to other Trust sites if required by the role.
About the employer
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.