Job vacancy: Switchboard Operator/Front Desk Receptionist, Medway NHS Foundation Trust, Gillingham

Job summary

Main area: Admin
Grade: Band 2
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 275-2507SO/FDR

Employer: Medway NHS Foundation Trust
Employer type: NHS
Site: Medway NHS Foundation Trust
Town: Gillingham
Salary: £24,465 per annum/pro rata
Salary period: Yearly
Closing: 15/08/2025 23:59

Switchboard Operator/Front Desk Receptionist

Band 2

Do you have the ambition and vision to deliver the Best of Care by the Best People?

Here at Medway, we pride ourselves on working together as one to ensure that our shared vision of Better, Best, Brilliant is achieved

Our Trust is a great choice for people who want to develop their career in an ambitious and dynamic environment; our employees are able to choose the coverage and supplemental benefits that best fit their needs and those of their families. This includes the promotion of flexible working opportunities across the Trust, we are able to give our employees flexibility on where, when and the hours they work.

Our culture and values are what drives Medway NHS Foundation Trust and is the heartbeat of who we are as an organisation. It is important that you understand and to refer to our values when you are completing your application and always reflect our values throughout your employment with the Trust.

Detailed job description and main responsibilities

Operate a professional and efficient service to a busy telephone switchboard and main enquiries desk.

To ensure that callers are connected appropriately and in a timely fashion

Maintain up to date information regarding extension numbers and other relevant general information to provide an efficient service

Manage the bleep system including the programming, issuing, documentation and instructions on use of bleeps

Operate and manage the emergency phone system to ensure that cardiac arrests, fire alarms and emergency calls are dealt with effectively and in a timely manner. This includes the assessment of the call and initiation of appropriate procedure. All action must be fully documented

Instigate the Major Emergency procedure to alert appropriate hospital personnel and document progress and all action taken

Greet and welcome guests as soon as they arrive at the reception desk

Direct visitors to the appropriate person and location / departments

Answer, screen and forward incoming phone calls

Book taxis and maintain database for finance at the end of each month

Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)

Provide basic and accurate information in-person and via phone/email

Person specification

Qualifications

Essential criteria

Educated to GCSE or equivalent in English and Mathematics
NVQ 2 Level or equivalent experience

Knowledge

Essential criteria

To have knowledge of operating a busy switchboard is desirable but training will be provided
Must understand and comply with Data Protection Act and maintain confidentiality at all times
Working knowledge of Microsoft Packages (essentials include outlook, excel & word), ability to use internet and email applications

Experience

Essential criteria

To have experience working under pressure in an emergency environment
General reception experience
Previous switchboard and office experience, preferably within a health service environment
Experience of working in a changing environment
Experience of independent working
Strong experience of answering telephone calls and responding in a timely courteous manner
Working in a pressurised environment, responding to numerous daily deadlines and ever changing priorities

Skills

Essential criteria

Computer literate – in particular able to use Microsoft programs including Excel and email
Excellent communication skills – written and verbal
Exceptional telephone and people skills
Ability to prioritise effectively
To be professional and articulate
To be able to work efficiently and methodically

Desirable criteria

To be conversant with aspects of the hospital switchboard function would be desirable but training will be provided

Values Based Question

Essential criteria

How would you ensure you represent MFT in a positive way?

Please note that we do not accept applications via CV or recruitment agencies.

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity.

Applications are welcomed from applicants who wish to apply for a position on the basis of a smarter or flexible working arrangement. Where candidates are successful at interview, such requests will be taken under consideration and accommodated where the needs of the service allow.

We welcome applications irrespective of people's age, disability, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.

All staff no matter where they work or which age group of patients they work with must be aware of their responsibility to act when they feel a child, young person or vulnerable adult has been or is at risk of abuse.

We are a fully non-smoking Trust. Smoking is completely prohibited in all Trust buildings, grounds and car parks for patients, visitors, staff and contractors.

This Local Employment Partnership Employer shares information about new starters with Jobcentre Plus, for statistical purposes only.

After applying via NHS Jobs, your submitted application will be imported into our preferred third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system.

You will not be able to track the progress of your application or receive messages through NHS Jobs, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via NHS Jobs. If you have a query relating to your application, please contact the Resourcing Team on 01634 830000.

If you have not heard from us within 21 days of the closing date, please assume that you have not been shortlisted on this occasion.

We wish to stress that no discourtesy is intended in following such a procedure, and you should not let this deter you from future applications.