Switchboard Operator

Manpower is recruiting a Switchboard Operator on behalf of our public sector client.

Location: Bridgend

Contract: Temporary

Hours: You will work between 25 and 37.5 hours per week. Shift times will be subject to a rota that covers a 24/7 service, 7 days a week consisting of days, evenings and nights, weekends and Bank Holidays.

Hourly rate: Weekdays £12.08, Saturdays and Nights £17.03 Sundays and Bank Holidays £22.10

Start date: Immediate subject to satisfactory written references.

The role:
As the first point of contact you are responsible for providing a responsive and efficient switchboard/information service 24/7 to all service users.

Your initiative and adaptability will play a crucial role in ensuring that our operations run smoothly, even when faced with unexpected situations.

You will shadow another operator for training to help you succeed in this dynamic environment before moving onto the rota.

Key Responsibilities:

• Provide a responsive switchboard and information service.
• Uphold and adhere to departmental policies and procedures to ensure high standards of service.
• Develop a strong understanding of the organisation's functions, departmental practices, and medical terminology for accurate assistance.
• Respond promptly to medical emergency calls, activating emergency procedures as per company protocols.
• Manage alarms and major incident alerts by initiating appropriate emergency procedures and following reporting processes.
• Interpret and manage complex on-call rotas for both medical and non-medical staff, ensuring a reliable emergency service.
• Accurately maintain and update on-call sheets and notice boards, reflecting any changes in real-time.

What We're Looking For:

• Exceptional Communication Skills: A strong telephone manner and a commitment to customer service.
• Situational Awareness: Ability to assess the urgency of situations and respond appropriately.
• Empathy and Diplomacy: Tactful handling of challenging situations with a focus on empathy.
• Organizational Skills: Methodical in your approach with a keen attention to detail.
• Adaptability: Flexibility to meet the evolving needs of our service.
• Team Player: Ability to collaborate effectively and work independently when needed.
• Resilience Under Pressure: Capable of problem-solving in high-stress environments.

Essential Requirements:

• Excellent computer / keyboard skills
• Experience in a call handling role / fast moving customer service environment
• The ability to speak Welsh
• Your own transport, due to the shift times
• Ability to work in a pressured environment with frequent interruptions and a high level of background noise.

How to apply
If you meet the above criteria, we welcome your application. Apply now with a current CV for consideration.