Bank Switchboard Telephonist

Job overview
An opportunity has arisen for a Bank Telephonist to operate our Trust's main 24/7 central Switchboard.
We are looking for a self-motivated individual to join our small but busy Support Services Team. You should be enthusiastic; self-motivated with a friendly disposition, possess good communication skills and be able to adopt a flexible approach to the varied tasks assigned to you.
Working weekends and Bank Holidays maybe necessary, for which additional payments will be made.
Experience is desirable but not essential, as full training will be given. Successful candidates will need to have an excellent telephone manner and be able to deal with a variety of other tasks, including alarm calls, in a calm and professional manner.
No experience of working within the NHS or a mental health environment is required, but experience of working with the general public is essential
Main duties of the job
To act as Telephonist of the Trust's telephone network and to be responsible for ensuring all callers using the service are given the highest quality of response at all times.
Operate the Trust's telephone network switchboard in a friendly, courteous, helpful and efficient manner.
Dealing with calls of a sensitive or difficult nature with calmness, discretion and compassion - ensuring strict confidentiality at all times.
Working for our organisation
We are a small team working from Amberstone Hospital, you'll work alongside the courier team that deliver post and medication throughout East and West Sussex.
Covid-19 full vaccination may be a condition of employment for this role, unless an exemption applies. The successful applicant may have contact with vulnerable service users and we will therefore seek proof of being fully vaccinated during the recruitment process.
Detailed job description and main responsibilities

• Operate the Trust's telephone network switchboard in a friendly, courteous, helpful and efficient manner.
• Dealing with calls of a sensitive or difficult nature with calmness, discretion and compassion - ensuring strict confidentiality at all times.
• Ensuring strict compliance to procedures which are currently in force in respect of Fire, Security alarms, monitoring devices, emergency call-out procedures etc and adhered to at all times.
• Ensure that appropriate written records are duly kept up to date, in accordance with local requirements.
• Diary / Log completed recording any amendments to switchboard procedures to ensure that all staff on rota are able to see clearly and changes that may have occurred whilst they have been off shift.
• Administer and communicate messages to on-call personnel and, in particular, to District Nurses (Twilight Service).
• Operate the Trust's area-wide paging network system and record all such calls.
• Ensure calls made to the emergency number 999 are dealt with expeditiously and effectively.
• Enquire as to the nature of all international calls requested and record information as required. To place external calls for Rosslyn House and to log calls on appropriate form.
• Dealing with calls of a malicious nature, i.e. bomb hoax calls, in a calm manner, referring to procedural guidelines where appropriate.
• Accept and route calls for various units whose switchboard closes between 5pm and 9am.
• Monitor the freezers and chillers for the Gemms catering unit out of hours and to relay and faults to the appropriate person.
• To use the computer to enable locating staff on the intranet telephone directory and to assist with ensuring the directory is up to date.
• Report Switchboard Faults
• Provide a central point in the major disaster plan, liaising with all departments and agencies.
• Arrange taxis for clients and Doctors out of hours and to ensure that records on taxi use are kept up to date.
• Liaise with the food vending machine company/CPU and to provide help to clients when items get stuck in the machine.

Person specification
Qualifications
Essential criteria

• Good Secondary Level Education

Knowledge/Experience
Desirable criteria

• Switchboard Experience

Sussex Partnership NHS FT is committed to supporting a diverse workforce that reflects our communities. Our workforce is currently under-represented from Black and Minority, Ethnic and disabled communities and we would welcome applications from these communities.
We regret that we are unable to advise candidates if they have not been shortlisted. If you have not heard from us within three weeks of the closing date please assume that you have been unsuccessful on this occasion.
In the event of an excessive number of applicants the Trust reserves the right to close this vacancy earlier than indicated.
Sussex Partnership NHS Foundation Trust takes its responsibilities for the safeguarding and protection of children and young people and vulnerable adults very seriously and expects this of all its employees and bank workers. The Trust works with adult and children's social care to ensure that the integrated service has systems in place to equip staff and bank workers with the knowledge and skills to recognize abuse, and take action to safeguard and protect vulnerable adults and children and young people. It is expected that all staff and bank workers familiarise themselves with the appropriate structures and policies and with the Sussex child protection and safeguarding procedures and the Sussex multi-agency policy and procedures for safeguarding vulnerable adults and undertake the relevant essential training and further training appropriate to their role.
Successful candidates are normally offered salaries at the bottom of the relevant salary range. However, where previous or equivalent NHS experience in a similar role can be demonstrated and evidenced, this may be taken into consideration when setting the starting salary.
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