Job description

Job responsibilities

The successful candidate will be responsible for operating in the switchboard services and the key responsibilities are providing an excellent 24/7 front of house telephone interface service for the Trust and various external customers including Southampton University, local GP surgeries and Southampton City Council.

You will have first-class communication and prioritisation skills and enjoy working in a fast-paced environment where youll meet a different challenge every day.Shifts vary from week to week, but you will receive your rota 12 weeks in advance, covering a combination of shifts: days, evenings, nights weekends and bank holidays.

Some examples include: Days: 07:00 - 15:00, 08:00 - 16:00 or 10:00 - 18:00Evenings: 12:00 - 20:00 or 14:00 - 22:00Nights: 22:00 - 07:00Weekends and bank holidays: 07:00 - 14:30 or 14:30 - 22:00You will receive enhanced pay for working nights/weekends.To be flexible to work both days/nights and weekends as we are a 24/7 service.The personal drive to work independently, but with the support of an established team.The ability to think rationally and logically when responding to emergency situations and a keen eye for detail.The ambition to learn every day and a track record of dealing with the public in a customer-focused environment.This role offers the right candidate a fantastic opportunity to start or develop a career in the NHS. We offer full training on all aspects of the role.

Our department provides a professional 24-hour telephony and emergency response service to all internal departments within University Hospital Southampton NHS Foundation Trust, as well as externally for patients and their relatives. GP emergency admissions, major incidents and fire service calls are all in a days work.You will need to be flexible to work both days/nights and weekends as we are a 24/7 service.

Person Specification

Physical requirements of the post

Essential

• Health and physical abilities sufficient for the post (if necessary with reasonable adjustments with respect to the Equality Act/Disability Discrimination Act).

Qualifications / training required

Essential

• Literacy and numeracy skills that are GCSE standard or equivalent. Proven work experience in the use of computerised technology

Desirable

• Qualifications in using Microsoft windows applications/excel/email. Understanding and knowledge of confidentiality issues/data protection. Customer care or similar discipline.

Previous or relevant experience necessary

Essential

• Consistent and relevant employment history of dealing with the general public in a customer focused environment.

Desirable

• Experience of working in a predominately telephone based environment e.g. Switchboard/Contact Centre. NVQ in Customer Care or equivalent experience. Previous work within emergency response/situations. Knowledge of Hospital/NHS terminology. Experience with working with computer desktop applications.

Special requirements of the post

Essential

• Ability to communicate effectively with a wide range of people and situations. Flexibility with working hours including Bank Holidays/shift patterns. Ability to travel to and from work to meet shift requirements. Able to retain and recall information. Ability to complete a competency assessment criterion providing evidence of learning in a portfolio

Desirable

• Willingness to learn new tasks to develop the role. Continuous refresher training to meet demands of ever changing processes and updates from the wider UHS areas. Able to work additional hours occasionally to meet demands of the service.

Trust Values

Essential

• Patient First
• Working Together
• Always Improving

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

University Hospital Southampton NHS Trust

Address

University Hospital Southampton

Tremona Road

Southampton

SO16 6YD

United Kingdom

Employer's website

https://www.uhs.nhs.uk/home.aspx (Opens in a new tab)