Last updated: / <date>

JOB DESCRIPTION

Post title: / Switchboard Operator
Academic Unit/Service: / iSolutions
Faculty: / Professional Services
Career Pathway: / Management, Specialist and Administrative (MSA) / Level: / 2a
*ERE category: / n/a
Posts responsible to: / Switchboard Supervisor
Posts responsible for: / None
Post base: / Office-based
Job purpose
To operate the University Telephony Switchboard
Key accountabilities/primary responsibilities / % Time /
1.  / To handle incoming telephone calls - internal, national or international - to the University from the telephone network according to the agreed procedures and within the required response time. / 85%
2.  / To offer basic information to the general public or internal users on University activities. For this purpose to be able to use electronic resources (University web, email etc.) / 3%
3.  / To maintain a detailed knowledge of the University’s structure to ensure that calls are routed appropriately. / 3%
4.  / To be conversant with and act in accordance with established emergency procedures. / 3%
5.  / To carry out other clerical duties related to the telephony and fax services. / 3%
6.  / To receive queries and complaints concerning the telephony service and act according to agreed procedures. / 2%
7.  / Any other duties that fall within the scope of the post as allocated by the line manager following the consultation with the post holder. / 1%
Internal and external relationships /
The Operator will be required to communicate effectively with:
·  Staff at all levels within the University up to an including the Senior Management
·  Students of the University both present and past
·  Other HE Institutions, public organisations and public and private companies
·  Government Departments
·  International callers
Special Requirements /
None

PERSON SPECIFICATION

Criteria / Essential / Desirable / How to be assessed
Qualifications, knowledge and experience / Educated to GCSE level or equivalent.
Switchboard experience.
Use of digital switchboard. / Experience working in an environment that uses best practice service methodologies.
Knowledge of the University environment. / Application form, interview & switchboard test
Planning and organising / Able to effectively organise allocated work activities and assist in the effective organisation of non-standard tasks and events.
Ability to work well with minimum supervision.
Problem solving and initiative / Able to solve a range of problems by responding to varying circumstances, whilst working within standard procedures.
Management and teamwork / Experience of taking an active part in a team, improving efficiency by sharing information and knowledge and supporting others as required.
Ability to adapt well to change and service improvements. / Application form, interview
Communicating and influencing / Able to seek and clarify detail
Able to clearly and calmly explain procedures and provide assistance where necessary
Confidence and experience to communicate effectively and professionally with all levels of the organisation. / Application form, interview & switchboard test
Other skills and behaviours / Accurate keyboard skills.
Knowledge of the principles of the telephony system. / Application form, interview & switchboard test
Special requirements / May be required to work outside normal office hours.

JOB HAZARD ANALYSIS

Is this an office-based post?

☒ Yes / If this post is an office-based job with routine office hazards (eg: use of VDU), no further information needs to be supplied. Do not complete the section below.
☐ No / If this post is not office-based or has some hazards other than routine office (eg: more than use of VDU) please complete the analysis below.
Hiring managers are asked to complete this section as accurately as possible to ensure the safety of the post-holder.

## - HR will send a full PEHQ to all applicants for this position. Please note, if full health clearance is required for a role, this will apply to all individuals, including existing members of staff.

ENVIRONMENTAL EXPOSURES / Occasionally
(<30% of time) / Frequently
(30-60% of time) / Constantly
(> 60% of time)
Outside work
Extremes of temperature (eg: fridge/ furnace)
## Potential for exposure to body fluids
## Noise (greater than 80 dba - 8 hrs twa)
## Exposure to hazardous substances (eg: solvents, liquids, dust, fumes, biohazards). Specify below:
Frequent hand washing
Ionising radiation
EQUIPMENT/TOOLS/MACHINES USED
## Food handling
## Driving university vehicles(eg: car/van/LGV/PCV)
## Use of latex gloves (prohibited unless specific clinical necessity)
## Vibrating tools (eg: strimmers, hammer drill, lawnmowers)
PHYSICAL ABILITIES
Load manual handling
Repetitive crouching/kneeling/stooping
Repetitive pulling/pushing
Repetitive lifting
Standing for prolonged periods
Repetitive climbing (ie: steps, stools, ladders, stairs)
Fine motor grips (eg: pipetting)
Gross motor grips
Repetitive reaching below shoulder height
Repetitive reaching at shoulder height
Repetitive reaching above shoulder height
PSYCHOSOCIAL ISSUES
Face to face contact with public
Lone working
## Shift work/night work/on call duties

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