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Mitie Switchboard Operator (Healthcare) in St Albans, United Kingdom

*Hours: Monday-Sunday, Night shift, including Bank holidays. 5 out of 7

Location: St Albans Hospital, Waverley Road, AL3 5PN

Rate: £9.25 0 hours contract with a posibility of permanant contract in the furture.*

*Main Duties: *

  • Deals with emergency situations and therefore responds quickly and has the ability to follow procedures in an efficient and accurate manner

  • Undertakes role out of hours as required by the team in line with demands of the business.

  • Answers calls within agreed number of rings, transfers calls within the appropriate service level timescales

  • Implements major Incident and emergency protocols when required

  • Responsibility for monitoring of alarms and dealing with emergencies.

  • Understands and completes all work-related documentation accurately and on time

  • Ensures colleagues are well informed to ensure smooth handover at shift change.

  • Answers calls within agreed number of rings, raises tasks, logs information received on to the helpdesk database and assigns an employee within the appropriate service level timescales

  • Understands and completes all work-related documentation accurately and on time

  • Takes a proactive approach to customer liaison and ensures concerns are dealt with or relayed to line management promptly

  • Undertakes additional duties in line with capabilities as required to fulfil requirements needed by the contract

  • Undertakes continuing personal and technical development to maintain the competency requirements of the post

  • Has similar experience, and has extensive knowledge of the hospital site and divisional structures

  • Has a strong standard of both literacy and numeracy skills

  • They possess an intermediate knowledge level of all Microsoft office packages. Fully competent in the use of PCs and other types of technology

  • Possesses good planning and organisational skills

  • Has developed excellent written, verbal communication and negotiation skills to support them in their role.

  • Can operate a smartphones and radios once training provided

  • Key aspects include dealing with high volumes of calls and being able to handle emergency calls and situations under pressure.

  • Fully capable of understanding and maintaining the confidentiality across the site and respecting the needs of all stakeholders.

  • Works well under pressure to meet the challenging deadlines

  • Has the ability to effectively plan and manage own workloads, however understands when to ask for support when needed.

  • Demonstrates a positive 'can do' attitude and can flex their style to meet the needs of the business

  • Represents Mitie and the client at all times in a professional, courteous and confident manner

Health and Safety responsibilities:

  • Follow Group and company policies and procedures at all times;

  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

  • Use all work equipment and personal PPE properly and in accordance with training received;

  • Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security:

  • Ensure compliance with Mitie's information security procedures in all activities;

  • Proactively identify and report security risks to your manager;

  • Report actual and suspected security incidents;


This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.