Telephonist/Receptionist

Job summary

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn

We are seeking a Telephony/Receptionist to undertake a wide range of duties including call handling and reception duties for a Secure Forensic Unit and corporate Trust HQ, along with administrative support.

As the first point of contact for the Trust, you will be responsible for providing a positive customer service experience; directing callers, visitors, colleagues to the most appropriate service for ongoing care, support and advice, of which some calls can be highly distressing.

You will be part of the Out of Hours District Nurses call handling service, acting as the first point of contact for all messages; this will include urgent calls, queries and referrals for the community District Nursing service in North and South Staffordshire. The post holder will be required to identify and forward urgent calls and enquiries, some of which may be complex and sensitive, direct to the triage nursing team in line with established processes - this includes RAG rating the calls as they come through and assigning to the wait lists.

This is role is working routine shifts, however you must be prepared to cover other receptionists when they are on annual leave/ sick leave, by taking on their complete duty at short notice including night duty.

Main duties of the job

All Telephonists/Receptionists will be required to have a general understanding and ability to carry out all tasks below however, some tasks may not be required at all locations:

• Receive and deal with general reception enquiries; this may include listening and responding to information requests or queries and enquiries and directing staff, service users, visitors, contractors, self-presenters etc as appropriate.
• First point of contact in the event of a medical emergency, psychiatric emergency and Fire; responsible for sending out bleeps via the Multitone system, monitoring and co-ordinating timely responses and follow on actions (i.e. Fire).
• Responsible for initiated set processes in relation to staff safety and lone working i.e. District Nursing personal alarms and OOH Doctors On Call.
• Responsible for the centralised taxi booking service, working collaboratively with taxi and courier companies.
• Process returned mail; this may be of a sensitive and confidential nature.
• Responsible for managing the Contact Portal mailbox and action as required, which will include updating and cleansing the contact directory on the Corporate Information Manager system.

About us

Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.

We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.

We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.

We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.

Please note, we may be required to close this vacancy early if we receive a high volume of applications

Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.

Job responsibilities

For more details on this varied and unique post please see the attached job description and person specification.

Person specification

QUALIFICATIONS & TRAINING

Essential

• Possess a recognised typing qualification i.e. OCR or equivalent
• Educated to NVQ 2 level in office procedures(or working towards) or equivalent experience

EXPERIENCE

Essential

• Experience of working in a similar role or discipline
• Experience of using in-house information systems
• Customer Service or call handling experience

Desirable

• Experience of working in the NHS
• Experience of using Switchboard systems
• Experience of using Clinical systems i.e. RiO

SKILLS, KNOWLEDGE & ABILITIES

Essential

• To have an understanding of a range of work procedures
• Good communication skills
• Ability to work on a diverse range of duties and tasks in a busy and challenging reception area
• Maintain accurate, accessible records both hard copies and computer based
• Ability to present concise and relevant information
• Knowledge of office procedures
• Ability to maintain information in a confidential and secure manner

Desirable

• Ability to progress a wide range of duties and demands