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Job summary

Main area
317 Telephone Switchboard - Corporate
Grade
Band 2
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
317-2024-50-23-DR-A
Employer
The Newcastle upon Tyne Hospitals NHS Foundation Trust
Employer type
NHS
Site
Regent Point
Town
317 Regent Point
Salary
£23,615 per annum
Salary period
Yearly
Closing
15/01/2025 23:59
Interview date
24/01/2025

Employer heading

The Newcastle upon Tyne Hospitals NHS Foundation Trust logo

Telephonist

Band 2

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS foundation trusts in the country, with around 15,000 staff and an annual budget of £1.6 billion.

We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.

We’re in the top five providers of specialised health services in the country, supporting people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders. 

Our staff oversee around 6,500 patient contacts each day, delivering high standards of healthcare.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

Job overview

An exciting opportunity has arisen for a full time Telephonist to join our busy team based at Regent Point.

Various shifts including weekend shifts & late shifts.

VACANCY 37.5 (30 mins break per shift)

Week 1

Mon 0800-1600

Tue 0800-1600 

Wed 1000-1800 

Thu 08:00-16:00 

Fri 08:00-16:00

Sat OFF 

Sun OFF 

Week 2

Mon 13:30-21:30 

Tue 13:30-21:30

Wed 13:30-21:30

Thu 1200-2000

Fri  0800-1600

Sat OFF

Sun OFF

Week 3

Mon 0800-1600

Tue 0800-1600 

Wed 1000-1800 

Thu 08:00-16:00 

Fri 08:00-16:00

Sat OFF 

Sun OFF 

Week 4

Mon 1200-2000 

Tue 1200-2000

Wed 1200-2000 

Thu 08:00-16:00 

Fri 08:00-16:00

Sat  OFF

 Sun OFF

Please contact [email protected] regarding shift patterns. 

  • Interview Date: 24 January 2025 
  • 37 Hours 30 Minutes/Week
  • You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.

NO AGENCIES PLEASE 

Main duties of the job

Responsibilities will include the operation of a PC based switchboard to provide an efficient and effective service to both internal and external callers, with the ability to communicate effectively with confidence and enthusiasm. The ability to remain calm, concise, and polite under pressure.

 

Working for our organisation

Our staff oversee around 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:

         Freeman Hospital

         Royal Victoria Infirmary (RVI)

         Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)

         Newcastle Dental Hospital

         Newcastle Fertility Centre

         Northern Centre for Cancer Care, North Cumbria

         Northern Genetics Service

         Cramlington Manor Walks

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS. 

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under ‘Documents to download’ or ‘Supporting documents’.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

 

Detailed job description and main responsibilities

  • Operate a single service to support the Trust and its agencies, answering all calls for the Trust (Freeman, CAV Acute Services RVI and all community services) connecting calls to the callers requirements utilising the appropriate resources available via the database i.e. extensions, DECT, pagers mobiles and home numbers.
  • To respond to all emergency alarms and contact appropriate personnel.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.

Person specification

Qualifications & Education

Essential criteria
  • Good standard of education (GSCE or equivalent qualification / experience)
Desirable criteria
  • RSA Level 2 or equivalent experience

Knowledge & Experience

Desirable criteria
  • BT trained or equivalent
  • Busy switchboard experience

Skills & Abilities

Essential criteria
  • Good communication skills
  • Accuracy skills
  • Proven skills on switchboards
  • To be able to work under pressure
  • To be able to cope in emergency situations
  • Ability to understand emergency systems
  • Ability to problem solve
Desirable criteria
  • PC literate
  • Good written skills
  • Ability to support staff through continuous development
  • Be able to accept and act upon direct instruction effectively

Employer certification / accreditation badges

We are a Living Wage EmployerVeteran AwareApprenticeships logoNo smoking policyPositive about disabled peopleAge positiveInvestors in People: GoldArmed Forces Covenant Gold AwardRIDI Awards Finalist 2021Mindful employer.  Being positive about mental health.Disability confident employerStonewall Gold 2022Better Health at Work Award - Maintaining ExcellenceDefence Employer Recognition Scheme (ERS) - Gold

Documents to download

Apply online now

Further details / informal visits contact

Name
Krystina Ternent
Job title
Operator Service Team Lead
Email address
[email protected]
Telephone number
01912231431
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