Switchboard Administrator

Join to apply for the Switchboard Administrator role at North Bristol NHS Trust
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As a member of the Switchboard team, the post holder will have responsibility for answering a wide variety of calls and queries from the general public, and dealing with a range of internal requests. The post is shift based to help provide a 24
* 7*365 service and will report to the Switchboard Supervisor, ensuring that a responsive and professional standard is maintained. Candidates interested in applying will ideally have Switchboard experience and familiarity with working with the public and the NHS.

Key responsibilities:

• Answer all incoming and internal calls in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently.
• Carry out all processes and procedures involving the Switchboard Services, including operating Emergency Procedures such as Cardiac Arrest, Fire and Major Incident Plan.
• Ensure that Security arrangements within Switchboard services are controlled at all times.
• Maintain key information, including trust on‑call emergency rotas for doctors, executives and senior managers, and process emergency calls for these rotas.
• Manage and issue bleeps and pagers according to current procedures, update the directory of holders, and test alarms monitored within Switchboard Services.
• Report any and all defects to telephony systems or infrastructure within Switchboard Services, and log telephone, bleep, pager and call‑logging system faults appropriately.
• Carry out implementation of any change in administrative requirements to improve the operational efficiency of Switchboard Services, without impacting the service, the staff or the general public.
• Maintain good communication and exceptional working relationships with all Switchboard Services colleagues, line managers and other Trust staff at all times.
• Carry out any other duties that may be required of the post in order for Switchboard Services to be carried out properly and effectively.

Education and training:

• NVQ Level 3 in Call Centre Operations (or equivalent).
• A general IT training qualification, such as CLIAT or ECDL (or willingness to work towards it).
• Proven knowledge of major switchboard services, preferably within an acute hospital environment, is an advantage.

Work experience and skills:

• Proven knowledge of major switchboard services, preferably within an acute hospital environment (advantage).
• Good interpersonal skills and the ability to handle contacts of all types and at all levels.
• Exceptional customer service skills and the ability to keep the customers’ needs continually in mind when taking actions or making decisions.
• Ability to recognise own areas of responsibilities and seek assistance when necessary.
• Advanced keyboard and telephone skills to accurately process a high volume of calls efficiently and update key trust information systems.
• Resilience to deal with complaints and callers who may be upset.

North Bristol NHS Trust is committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. North Bristol NHS Trust is an anti‑discriminatory organisation and encourages applications from candidates who are currently under‑represented in NBT’s workforce at Band 8a and above, including people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.