Switchboard Operator

NHS

  • Durham
  • £24,305 per year
  • Permanent
  • Part-time
  • 6 days ago
SCL/CDD Services are looking to recruit a hardworking, flexible, enthusiastic and customer focused individual to join our Switchboard Team at University Hospital North Durham.Switchboard Operators work as part of a small team providing telephony services to the public and to Trust staff. The post holder will work on their own initiative and make immediate decisions; answering calls and dealing with each query in a professional manner within a busy hospital setting.Successful post holders are the first point of contact to County Durham and Darlington NHS Foundation Trust for the public through operation of the Trusts switchboard. As such this is an important role involving being an ambassador for the Trust.The post holder will also answer emergency calls in a timely manner e.g. medical crash teams, on-call staff, fire services, alarms, etc.The switchboard runs on the Liberty Converse console system and good keyboard skills are essential.Main duties of the jobResponsible for answering incoming and outgoing calls at the main hospital switchboard in a polite and efficient manner. Co-ordinate communications on a day to day basis and in emergency situations.Provide a courteous efficient telephony service within the trust.To project a friendly and professional attitude to all patients, staff and visitors and to demonstrate product knowledge when enquires are made.Ensure that communication channels are maintained between appropriate staff / visitor / patient groups with regard to cleaning hygiene.Work in a safe manner so that no other persons are put at risk whilst cleaning duties are being performed.Initially deal with any complaints / comments regarding the service in a courteous manner from Trust staff or patients.The post holder is expected to liaise with other members of CDD Services staff to enable the fulfilment of their duties. Where their duties bring them into contact with other groups e.g. other Trust staff, patients and their visitors / carers, a professional working manner should be adopted. When this contact includes members of the general public, common courtesy should be shown.About usSCL is a wholly owned subsidiary of County Durham and Darlington NHS Foundation Trust (CDDFT) set up to deliver a range of non-clinical services The company is a separate legal body to CDDFT.SCL offers its own Terms and Conditions of employment which differ to the national NHS Terms and Conditions. As an employee in the company you will benefit from:
  • A Competitive salary
  • Access to a pension scheme - National Employment Savings Trust (NEST) CDD Services will pay a 3% contribution (this is over and above the minimum contribution rate at the present time)
  • Night Shift Working Allowances (where appropriate)
  • Bank Holiday Working Allowances (where appropriate)
Bank work is offered on an 'as and when' basis with no guaranteed hours and will be paid on a pro-rata hourly rate for hours worked onlyDetailsDate posted28 August 2025Pay schemeOtherSalary£24,305 a year per annum, pro rataContractPermanentWorking patternPart-timeReference numberM9439-SCL212Job locationsUniversity Hospital Of North DurhamNorth RoadDurhamDH1 5TWJob descriptionJob responsibilitiesProcess incoming and outgoing calls for UHND in an appropriate mannerHave a sound understanding of and participate in emergency procedures for a Major Incident.Carry out procedures for responding to various Estates related alarms including Building Management System and boiler alarms and calls out staff as appropriate.Process any private calls and maintain appropriate recordsIssue keys in accordance with the agreed procedureEnsure continuous supply of bleep batteries and dispatch faulty bleeps for repairGive appropriate advice and instruction to staff and public in respect of the effective operation of the Trust communications equipmentGive appropriate instruction to any new members of the switchboardWork agreed rotas and co-operate to maintain a 24 hour coverKeep and update appropriate records of on call staff and residence occupants. Call out staff to attend in an emergency for PCTs, Priority Services, District Nurses and any other Trust on-call systemsOperate the Hotels HelpdeskAttend training courses as requiredCarry out appropriate procedures for identifying and reporting faults.Follow security procedures Job descriptionJob responsibilitiesProcess incoming and outgoing calls for UHND in an appropriate mannerHave a sound understanding of and participate in emergency procedures for a Major Incident.Carry out procedures for responding to various Estates related alarms including Building Management System and boiler alarms and calls out staff as appropriate.Process any private calls and maintain appropriate recordsIssue keys in accordance with the agreed procedureEnsure continuous supply of bleep batteries and dispatch faulty bleeps for repairGive appropriate advice and instruction to staff and public in respect of the effective operation of the Trust communications equipmentGive appropriate instruction to any new members of the switchboardWork agreed rotas and co-operate to maintain a 24 hour coverKeep and update appropriate records of on call staff and residence occupants. Call out staff to attend in an emergency for PCTs, Priority Services, District Nurses and any other Trust on-call systemsOperate the Hotels HelpdeskAttend training courses as requiredCarry out appropriate procedures for identifying and reporting faults.Follow security proceduresPerson SpecificationQualificationsEssential
  • Educated to GCSE standard or equivalent(E)
ExperienceDesirable
  • Experience of working in a switchboard environment. (D)
  • Significant experience in NHS telecoms systems (D)
special Skills and KnowledgeEssential
  • Excellent communication and interpersonal skills and the ability to explain detailed information to others (E)
  • Ability to prioritise and organise work load (E)
  • Work as part of a team (E)
  • Ability to problem solve and work on own initiative. (E)
  • Able to work shifts and have flexibility to needs of the service (E)
Person SpecificationQualificationsEssential
  • Educated to GCSE standard or equivalent(E)
ExperienceDesirable
  • Experience of working in a switchboard environment. (D)
  • Significant experience in NHS telecoms systems (D)
special Skills and KnowledgeEssential
  • Excellent communication and interpersonal skills and the ability to explain detailed information to others (E)
  • Ability to prioritise and organise work load (E)
  • Work as part of a team (E)
  • Ability to problem solve and work on own initiative. (E)
  • Able to work shifts and have flexibility to needs of the service (E)

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