Job Description

The closing date is 14th Dec 2025

Job summary

---------------


We are currently recruiting for a part time Telephonist to work the below hours on a fixed term contract for 9 months maternity cover. The total weekly are 27 hours per week on a 2 weekly rota. The anticipated start date is mid January 2026.


Week 1


Wednesday - 15:00 - 22:00

Thursday - 07:30 - 15:30

Friday - 15:30 - 22:30

Saturday- 15:30 - 22:30



Week 2


Wednesday - 15:00 - 22:00

Friday - 15:30 - 22:30

Saturday - 15:30 - 22:30

Sunday - 07:00 - 15:00


The roles consists of answering the hospital switchboard, respond to emergency calls, providing cover to the main reception and car park intercom out of hours. To be aware of fire, major incident and lockdown procedures ensuring that all services are delivered in an efficient, courteous and polite manner to both internal and external customers.

Main duties, tasks & skills required

-----------------------------------------


To be responsible for taking payments out of hours and storing valuable items in the safe.


Finding relevant staff from on call rota to resolve problems


Respond to the fire alarm, Major incident and emergency calls and inform the relevant team


Effective communication including with distressed, anxious or angry individuals


Required to follow processes when responding to calls or alarms.


Manages conflicting demands within the job role on a daily basis.

About us

------------


At

Somerset NHS Foundation Trust

, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:

Flexible working options

to help you balance work and life

NHS pension scheme

for long-term financial security

Generous annual leave allowance

to recharge and relax A strong focus on

career development

to help you grow and achieve your potential

Additionally, you'll gain access to our

Blue Light Card

, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.


We are proud to foster a

diverse, skilled, and inclusive workforce

, and we encourage applications from all backgrounds.

Why Somerset?

Somerset offers the perfect blend of

idyllic countryside, outstanding areas of natural beauty

, and

breathtaking coastlines

, with vibrant cities like

Bristol

,

Bath

, and

Exeter

just a short drive away - and only two hours to

London

.


The region is home to excellent

educational facilities

, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.

Somerset truly has it all

- the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.

Job description

-------------------


The post holder will work with all levels of staff, including clinicians and senior managers, contractors, stakeholders associated with the Trust including clinicians and system users.


Communicates effectively with external stakeholders (GPs, other hospitals, Ambulance services, local authorities, police and council), dealing with service or general queries, together with taking appropriate action.


Responsible for receiving and providing information which can be of a sensitive nature and is often complex and detailed on a regular basis.


Organises own work, flexibility required switching from admin tasks, reporting or analysis to answering phone throughout the shift in order to provide an accurate and timely service.


To ensure the switchboard is manned at all times and calls are answered quickly and politely and routed to appropriate departments/personnel


Answer the emergency phone immediately, and respond to emergency by call out correct emergency team.Record call and action on appropriate record sheet


Attend to Main Reception duties giving a courteous service to enquirers outside office hours


To allocate and issue accommodation and keys via the Trusts Accommodation Booking system


Inform relevant staff of medical gas shortages, fire alarms and other alarms which are linked to switchboard


To take payment for parking, accommodation and prescription charges either with cash or using the Chip and Pin terminal for card payments.Record payments on the relevant form including refunds


Attend to the car parking assistance call system, dealing with calls using own initiative and call relevant personnel regarding car park system failure when necessary


To issue keys to relevant personnel, checking ID, and record their distribution on the key database


To be fully aware of the fire alarm procedure


To be fully aware of the major incident procedure


The position involves lone working out of hours


Answer calls for the EFM helpdesk on ext 4444 and report the faults on FM first


Provide support to the EFM admin team as required


Book contract taxis when requested and keep a central record


The post holder will be expected to support the training and development of new colleagues


Ensuring all alarms and faults are reported, communicated clearly and actioned 24/7 in a timely manner and ensuring the correct staff are contacted for the alarm and the time of day.


Keep a record of all actions taken in a major incident


Comply with all SSL Policies and Procedures including (but not exclusively), Quality, Environmental Equality, Diversity, Safety, Human Resources and Financial.


Be fully conversant with the Switchboards emergency procedures, including those for a Major Incident and fire security, cardiac arrests etc developed through training.


Undertakes surveys or audits when necessary for own work.


Competently operate the PC based ARC consoles and operator workstation equipment to provide a standard and consistent level of service in an efficient and cost effective manner.

Person specification

------------------------

Qualifications

#

Essential

Good general education (GCSEs) including English and mathematics or equivalent


Relevant vocational qualification(equivalent to Microsoft Office MOST, ECDL or related qualification


City & Guilds / NVQ 2 level or equivalent experience willing to completed vocational level 3 within agreed time scale


NVQ Customer Services or equivalent experience.




#

Desirable

Vocational level 3 /BTEC) in IM&T or information systems related subject (or relevant experience in IM&T environment)

Experience

#

Essential

Experience of providing customer focussed service


Proficient IT skills including keyboard skills and experience of Microsoft packages


Experience of effective communication including with distressed, anxious or angry individuals and able to escalate where appropriate


Proven administration work




#

Desirable

NHS Switchboard / Call centre experience


Experience of variable shift working

Additional Criteria

#

Essential

Demonstrable comfort with IT systems and a willingness to learn new IT skills


High level of digital literacy


Good level of digital design


Able to respond quickly to provide emergency cover in times of colleague absence


Good organisational skills


Willingness to learn


Concentration is required when dealing with customers


Able to deal with sensitive callers


Frequent VDU use


Long periods of sitting


Flexible approach to working hours & practices


Professional appearance, behaviour, and attitude


Ability to remain calm and work effectively in stressful


A calm, caring and empathic attitude towards patients, visitors, relatives & colleagues which is aligned with the NHS Values


Awareness and respect for colleagues, patients and relatives cultural, religious and emotional needs and beliefs


#

Desirable

Previous experience of healthcare or large complex organisation

For help with your application, contact:

Rachel Harrisson


rachel.harrisson@Somersetft.nhs.uk


01935606593

Pay scheme

Agenda for Change

Band

Band 3

Salary

24937.00 Yearly

Contract

Fixed Term

Duration

9 Month(s)

Working pattern

Part-Time

Reference number

184-OL-PU-3693

Job locations

Yeovil District Hospital

Higher Kingston

Yeovil

Somerset

BA21 4AT