Bank Switchboard Operator

Hywel Dda University Health Board; Aberystwyth; On-site; GBP 27,000 - 28,000; Part time

Job summary

Hywel Dda University Health Board is seeking a Bank Switchboard Operator to support hospitals, staff, patients and visitors with a vital telecommunications service. The role coordinates communication across hospital sites and assists in emergency responses, ensuring quick access to services 24/7.

The post emphasises excellent customer service, discretion, and the ability to work calmly under pressure while covering annual leave and periods of increased demand across multiple sites in Wales.

Qualifications

• Excellent communication skills for frontline duties.
• Ability to handle high volumes of calls accurately.
• Maintains confidentiality and follows data protection rules.

Responsibilities

• Operate switchboard system and manage high volumes of calls.
• Direct calls to appropriate departments, staff, or services.
• Provide information and assistance to patients, visitors, staff and external agencies.
• Respond promptly to emergencies and major incident procedures, activating on-call and bleep systems.
• Maintain accurate records of calls, messages, and contact information.
• Monitor and use telephones, pagers, radios, and emergency alert systems.

Skills

Clear communication

Multi-tasking

Crisis management

Job description

A Switchboard Operator at Hywel Dda University Health Board, provides a vital front-line telecommunications service for hospitals, staff, patients, visitors, emergency services, and the public. The role supports the safe and efficient operation of NHS services 24 hours a day., The post is much more than answering phones. It is a critical operational role that helps coordinate communication across hospital sites, supports emergency responses, and ensures patients, staff, and the public can quickly access the right services., Main duties of the job will include:

• Operating the switchboard system and manage high volumes of telephone calls.
• Direct calls accurately and courteously to the appropriate departments, staff, or services.
• Provide information and assistance to patients, visitors, staff, and external agencies.
• Respond promptly to emergency and major incident procedures, activating on-call and bleep systems when required.
• Maintain accurate records of calls, messages, and contact information.
• Monitor and use communication systems including telephones, pagers, radios, and emergency alert systems.
• Ensure confidentiality and comply with data protection and information governance requirements.
• Deliver excellent customer service at all times, remaining calm and professional under pressure
  This fast-paced and rewarding role requires excellent communication skills, a welcoming approach and the confidence to use your initiative when handling a wide range of enquiries, transferring calls and escalating issues appropriately. If you thrive on helping people, enjoy problem-solving and take pride in providing outstanding customer service, this is a fantastic opportunity to make a real difference every day. As a Bank Switchboard Operator, you would work on a flexible, temporary basis to cover annual leave, sickness absence, and periods of increased service demand, helping to ensure the continuity of communications across the organisation.
• Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.
• We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services. We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.
• Our services are provided in:
• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 99 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services
  £26,813 to £27,890 a year per annum (pro rata if part time)