Band 3 Telecommunications Officer

supporting communication services for all Trust sites. Switchboard provides Telephony and Paging and is also the central point for receiving and processing Emergency and Alarm calls/ procedures. The post holder will be responsible for the consistent delivery of a high standard Telephony service. Operating as the focal point for the Trust promoting a positive and courteous manner at all times and providing support for staff with service and technical enquiries. The post holder will ensure that confidentiality is maintained and to speak clearly and professionally when answering calls, using the phonetic alphabet when spelling out words. Please note this post is for 17 hours per week.Main duties of the job

• Answering inbound calls in a responsible and courteous manner, monitoring progress and rerouting appropriately if extension is engaged or not responding offering assistance or advice in accordance with Departmental call answering standards.
• Answer internal incoming calls from health care professionals and ensure that these are re-routed appropriately and any information required is provided.
• Minimise and actively reduce recall for customers, offering Direct Dial telephone numbers or any other relevant information.
• Undertaking outbound calling for Trust staff when required and carrying out the departmental audit and recording process.
• Have the ability to deal with stressful, emotional situations and remain calm, empathetic and confident to the caller.
• Recognise there may be a need to utilise alternative methods of communication. Where there are barriers to understanding, as required, arrange/ access to information, support and other services to aid effective communication.
• Activate and operate the bleep system in a prompt and efficient manner. This includes programming bleeps and providing replacement batteries where necessary.
• Operate the 2222 emergency system and complete the appropriate records.
• Monitor the alarm systems for all sites covered and take appropriate action, such as notifying relevant departmental staff, making verbal reports and making written reports.
  
  University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.