Job summary
Previous candidates need not apply.
To line manage a team of operators working in a shift pattern, oversee the day-to-day performance, and monitoring work practice, ensure that staffing levels are adequate and sufficient, that cover is provided on a daily basis to provide a fully functional service and ensure that clinical rotas are produced. To be ambassadors for the Hospital Trust as the first line of contact with the outside world, with the need to be able to proficiently operate the computer based switchboard. Answering in a professional manner and dealing with Patient, Relatives, Visitors and GP enquiries, incoming calls, internal calls, Numeric bleeps, and message pagers.
Main duties of the job
- 1st line manager for a switchboard operator working a 24/7-shift pattern.
- Manage annual leave, sick absence, medical appointments, lunch breaks & VDU rest periods.
- Train all new entrants and further training & development of existing staff.
- Deputise for Switchboard Manager in his/her absence.
- Work as part of a team including covering at short notice leave/bank holidays.
- Work on a 24 hr shift working pattern & participate in an on-call rota Weekends, nights, evenings and bank holidays
- Operate a Blick numeric bleep system, Pageone system being clear and concise with appropriate messages often having to use medical terminology.
- Deal with emergency calls calmly and efficiently following correct procedures and following up on any problems that may arise in these events.
- Deal with Medical gas alarms and emergency lift alarms calmly and efficiently following correct procedures and following up on any problems that may arise in these events.
- Ability to work on your own, making appropriate decisions and dealing with any situation that may arise.
- Follow disaster & recovery procedure in event of system failure. Put into operation emergency back-up plan, if bleep system goes down. Arranging distribution of radios WiFi Phones to relevant on-call doctors. Ensuring that all staff involved in cardiac arrest & trauma teams are fully informed and are easily contactable.
About us
King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1 billion, million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reachis our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
- To be the 1st line manager for a team of switch board operators working a 24/7-shift pattern.
- Carry out appraisals and 1 to 1s with team members
- The Team Leader will also cover the full range of operator work.
- Ensure sufficient staff cover is present providing an efficient switchboard service.
- Resolve assistance requests from operators.
- Assist operators with enquiries and complaints that they cannot handle.
- Operate and manage the local arrangements for annual leave, sick absence, medical appointments and overtime, lunch breaks and VDU rest periods.
- Ensure annual leave, sick absence, daily attendance records are up to date.
- To be instrumental in the training and induction of all new entrants and in the further training and development of existing staff.
- To ensure health & safety at work procedures are observed.
- To deputise for Telephone Manager in his/her absence.
- Carry out 1st line management duties of a team of operators
- To be able to communicate to a high level and pass on information accurately to the department management team.
- To participate in an on-call rota.
- Updating the directory system from records collated.
- Ensure that moves and changes to telephone extensions are recorded on the operators directory as quickly as possible.
- Work as part of a team including taking share of covering at short notice/bank holidays.
- To ensure a highly motivated and efficient workforce whose prime interest is in helping the trust staff care for
- To operate as a Telephonist, dealing with incoming calls, both external and internal, on a Netcall / Liberty Switchboard .
- The ability to work unsociable hours on 24 hr shift working pattern Weekends, nights, evenings and bank holidays
- To operate a Blick numeric bleep system
- To operate a Page 1 Paging System being clear and concise with appropriate messages often having to use medical terminology.
- To deal with emergency calls calmly and efficiently Cardiac Arrest, Trauma, Fire, Bomb Threats and Major Incidents) following correct procedures and following up on any problems that may arise in these events.
- To deal with Medical gas alarms and emergency lift alarms calmly and efficiently following correct procedures and following up on any problems that may arise in these events.
- To be able to communicate to a high level and pass on information accurately to the department management team.
- Log/distribute/activate new Internal numeric bleeps and message pagers.
- To test and exchange faulty bleeps, reprogramming the control unit so as to keep the user on the same number. Arranging for repair and re-distributing of repaired bleeps back to original user.
- Communicate with Patient, Relatives, Visitors, GPs and all hospital staff, medical and ancillary, effectively, politely and with courtesy.
- Answer and dealing with customer queries in a professional manner.
- Ability to work on your own, making appropriate decisions and dealing with any situation that may arise.
- To follow department procedures and keep accurate records of any tasks undertaken, ensuring that during any hand over the appropriate senior staff are apprised of any problems/changes.
- To follow disaster and recovery procedure in event of system failure. Put into operation emergency back-up plan, if bleep system goes down. Arranging distribution of radios WiFi Phones to all relevant on-call doctors. Ensuring that all staff involved in cardiac arrest and trauma teams are fully informed and are easily contactable.
- To be prepared and willing to be called in at very short notice, in the event of a Major Incident.
- To be prepared to carry out training to improve standards, this may include customer services skills and computer skills at higher levels and management training modules.
- To act as help desk for any enquires opening closing times, directions clinics, visiting times, clergy details and finding accommodation etc.
- To undertake any other duties as required ensuring the efficient operation of the Kings telephone system.
- Authorise, record and time all business calls as per the Trusts telephone policy.
- The post holder will be expected to take part in the 24/7 on-call rota and will be paid based on the Trust AfC local payment.
People Management and Performance
- Lead, coach and manage the performance of the team in line with good people management practices. Ensuring excellence is recognised and underperformance is addressed.
- Participate in regular performance appraisal meetings and ensure each member of the team has a clear set of objectives and development plans.
- Ensure the team is compliance with all statutory, mandatory training together with any professional training requirements, ensuring they are up to date and fully compliant.
- Manage team absences including sickness in line with Trust policy ensuring the appropriate return to work meetings occur, e-roster is updated and productivity is at keep to the highest possible level.
- Identify and fill any vacancies that arise within the team in line with the Trusts recruitment policy and process.
- Identify talent and support the internal talent management process in order attract and retain and succession plan for your people.
- Review skills mix at regular intervals in order to identify any potential opportunities to maximise resource utilisation / allocation, ensuring job descriptions are kept up to date.
- Ensure overall wellbeing of the team is maintained. Continuously support in improving the morale of the team and implementing a culture of zero-tolerance for bullying and harassment.
Job description
Job responsibilities
- To be the 1st line manager for a team of switch board operators working a 24/7-shift pattern.
- Carry out appraisals and 1 to 1s with team members
- The Team Leader will also cover the full range of operator work.
- Ensure sufficient staff cover is present providing an efficient switchboard service.
- Resolve assistance requests from operators.
- Assist operators with enquiries and complaints that they cannot handle.
- Operate and manage the local arrangements for annual leave, sick absence, medical appointments and overtime, lunch breaks and VDU rest periods.
- Ensure annual leave, sick absence, daily attendance records are up to date.
- To be instrumental in the training and induction of all new entrants and in the further training and development of existing staff.
- To ensure health & safety at work procedures are observed.
- To deputise for Telephone Manager in his/her absence.
- Carry out 1st line management duties of a team of operators
- To be able to communicate to a high level and pass on information accurately to the department management team.
- To participate in an on-call rota.
- Updating the directory system from records collated.
- Ensure that moves and changes to telephone extensions are recorded on the operators directory as quickly as possible.
- Work as part of a team including taking share of covering at short notice/bank holidays.
- To ensure a highly motivated and efficient workforce whose prime interest is in helping the trust staff care for
- To operate as a Telephonist, dealing with incoming calls, both external and internal, on a Netcall / Liberty Switchboard .
- The ability to work unsociable hours on 24 hr shift working pattern Weekends, nights, evenings and bank holidays
- To operate a Blick numeric bleep system
- To operate a Page 1 Paging System being clear and concise with appropriate messages often having to use medical terminology.
- To deal with emergency calls calmly and efficiently Cardiac Arrest, Trauma, Fire, Bomb Threats and Major Incidents) following correct procedures and following up on any problems that may arise in these events.
- To deal with Medical gas alarms and emergency lift alarms calmly and efficiently following correct procedures and following up on any problems that may arise in these events.
- To be able to communicate to a high level and pass on information accurately to the department management team.
- Log/distribute/activate new Internal numeric bleeps and message pagers.
- To test and exchange faulty bleeps, reprogramming the control unit so as to keep the user on the same number. Arranging for repair and re-distributing of repaired bleeps back to original user.
- Communicate with Patient, Relatives, Visitors, GPs and all hospital staff, medical and ancillary, effectively, politely and with courtesy.
- Answer and dealing with customer queries in a professional manner.
- Ability to work on your own, making appropriate decisions and dealing with any situation that may arise.
- To follow department procedures and keep accurate records of any tasks undertaken, ensuring that during any hand over the appropriate senior staff are apprised of any problems/changes.
- To follow disaster and recovery procedure in event of system failure. Put into operation emergency back-up plan, if bleep system goes down. Arranging distribution of radios WiFi Phones to all relevant on-call doctors. Ensuring that all staff involved in cardiac arrest and trauma teams are fully informed and are easily contactable.
- To be prepared and willing to be called in at very short notice, in the event of a Major Incident.
- To be prepared to carry out training to improve standards, this may include customer services skills and computer skills at higher levels and management training modules.
- To act as help desk for any enquires opening closing times, directions clinics, visiting times, clergy details and finding accommodation etc.
- To undertake any other duties as required ensuring the efficient operation of the Kings telephone system.
- Authorise, record and time all business calls as per the Trusts telephone policy.
- The post holder will be expected to take part in the 24/7 on-call rota and will be paid based on the Trust AfC local payment.
People Management and Performance
- Lead, coach and manage the performance of the team in line with good people management practices. Ensuring excellence is recognised and underperformance is addressed.
- Participate in regular performance appraisal meetings and ensure each member of the team has a clear set of objectives and development plans.
- Ensure the team is compliance with all statutory, mandatory training together with any professional training requirements, ensuring they are up to date and fully compliant.
- Manage team absences including sickness in line with Trust policy ensuring the appropriate return to work meetings occur, e-roster is updated and productivity is at keep to the highest possible level.
- Identify and fill any vacancies that arise within the team in line with the Trusts recruitment policy and process.
- Identify talent and support the internal talent management process in order attract and retain and succession plan for your people.
- Review skills mix at regular intervals in order to identify any potential opportunities to maximise resource utilisation / allocation, ensuring job descriptions are kept up to date.
- Ensure overall wellbeing of the team is maintained. Continuously support in improving the morale of the team and implementing a culture of zero-tolerance for bullying and harassment.
Person Specification
Education and Qualifications
Essential
- Trained in computer skills to NVQ or Similar in Basic IT / Keyboard
- Skills or proven skills in operating ISDX screen-based console or experience of similar
- Excellent interpersonal skills with proven customer care skills to NVQ level 3 or relative experience of 5yrs plus
Desirable
- Educated to GCSE standard or equivalent, including English Language, Mathematics;
Knowledge and Experience
Essential
- NHS experience with a thorough understanding and knowledge of hospital procedures
- Experience of dealing with emergency situations.
- Experience dealing with GP’s and other medical staff
Desirable
- Line Management experience, training in management duties or qualifications in management
- 2 to 5 years’ experience of dealing with members of the public
- Experience in the use of Microsoft Office, Word, Excel and Outlook
- Preferably BT trained
- Experience of Message Pager, numeric bleep systems and voice mail systems
Skills and Competencies
Essential
- Proven Organisational skills
- Update management skills by attending in house training as required
- Ability to cope with varying situations in a busy teaching hospital
- Clarity of speech and an ability to record information accurately for records and rotas
- Customer orientated, Flexible attitude, calm and reliable
- Ability to liaise and communicate with managers and staff at all levels
- Talent to develop a team spirit and motivate staff
- Capability to maintain a calm and professional attitude when under pressure.
- Ability to co-ordinate and line manage staff
- Able to work a 24 hour shift pattern as required
- Willingness to train on new technology to keep abreast of the ever changing telecoms environment
- Update management skills by attending in house training as required
Desirable
- Enthusiasm to attend appropriate management training in house.
Person Specification
Education and Qualifications
Essential
- Trained in computer skills to NVQ or Similar in Basic IT / Keyboard
- Skills or proven skills in operating ISDX screen-based console or experience of similar
- Excellent interpersonal skills with proven customer care skills to NVQ level 3 or relative experience of 5yrs plus
Desirable
- Educated to GCSE standard or equivalent, including English Language, Mathematics;
Knowledge and Experience
Essential
- NHS experience with a thorough understanding and knowledge of hospital procedures
- Experience of dealing with emergency situations.
- Experience dealing with GP’s and other medical staff
Desirable
- Line Management experience, training in management duties or qualifications in management
- 2 to 5 years’ experience of dealing with members of the public
- Experience in the use of Microsoft Office, Word, Excel and Outlook
- Preferably BT trained
- Experience of Message Pager, numeric bleep systems and voice mail systems
Skills and Competencies
Essential
- Proven Organisational skills
- Update management skills by attending in house training as required
- Ability to cope with varying situations in a busy teaching hospital
- Clarity of speech and an ability to record information accurately for records and rotas
- Customer orientated, Flexible attitude, calm and reliable
- Ability to liaise and communicate with managers and staff at all levels
- Talent to develop a team spirit and motivate staff
- Capability to maintain a calm and professional attitude when under pressure.
- Ability to co-ordinate and line manage staff
- Able to work a 24 hour shift pattern as required
- Willingness to train on new technology to keep abreast of the ever changing telecoms environment
- Update management skills by attending in house training as required
Desirable
- Enthusiasm to attend appropriate management training in house.
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.
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) .
Additional information
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) .
