Bank Switchboard Operator

Nottinghamshire Healthcare NHS Foundation Trust; Nottingham; On-site; GBP 20,000 - 26,000; Full time

Job summary

Nottinghamshire Healthcare NHS Foundation Trust is seeking a Bank Switchboard Operator to join our 24-hour switchboard team. The post involves handling calls from staff, patients and the public, with weekend and night shifts and enhanced pay.

This is a zero-hours band within a busy public-facing service that requires flexibility and a customer-focused approach. The role supports out-of-hours services and may include night shifts from 8pm to 7am, ensuring efficient and courteous information

Qualifications

• Customer care skills and the ability to deal effectively with difficult customers.
• Good clear telephone manner.
• The ability to communicate at all levels.
• Able to work unsupervised.
• Able to make a decision unaided.

Responsibilities

• Operating the Trust Switchboard and providing an efficient and sympathetic approach to calls received from staff, service users and members of the public.
• Often dealing with patients with complex needs and barriers to understanding.
• Carrying out a range of administrative and secretarial tasks associated with the switchboard.
• Respond to emergency situations as and when required e.g. respond to fire alarms, intruder alarms, lone worker devices.
• Support of all out of hours services, such a Consultants/Managers and Tradesmen on call.

Skills

Customer care

Telephone manner

Communicate at all levels

Self-motivated

Independent work

Education

NVQ/ Apprenticeship Level 2 in Customer Services

Job description

Nottinghamshire Healthcare NHS Foundation Trust

Bank Switchboard Operator

The closing date is 28 October 2026

We have 2 x zero hours per week working within our 24 hour busy switchboard team. This post will include working weekends and bank holidays will include enhanced pay. As this is a 24 hour switchboard you may need to cover night shifts from 8pm to 7am. The post holder will work as part of a team on the switchboard performing the operations in an efficient and courteous manner with particular emphasis on customer care.

Act as a first point of contact to Nottinghamshire Healthcare NHS Foundation Trust. Providing general non-clinical advice, information guidance or ancillary services directly to patients, Clients, relatives or carers, out of hours support for doctors and support services.

To meet the needs of a 24/7 public facing service the post holder will be required to work evening hours on both weekdays and weekends.

Main duties of the job

To work as a team member with flexible approach. The operator is responsible for the efficient performance of the switchboard duties. Aiding for patients, visitors and staff.

We are looking for self-motivated individuals who can work well on their own, and who can offer an excellent service for all users of the switchboard service

About us

#TeamNottsHC comprises over 11,000 dedicated colleagues who #MakeADifference every day. We deliver intellectual disability, mental health, community health, forensic, and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire, and South Yorkshire. Our care is provided from over 200 sites, spanning community locations, acute settings, and secure environments, including prisons.

We are one of the largest mental health and community Trusts in the East Midlands and one of Nottinghamshire's biggest employers. We also host national and regional services, such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.

We offer a variety of employee-led staff networks, including Equality, Diversity, and Inclusion (EDI) groups, the Green Champions network, the Freedom to Speak Up network, the Health and Wellbeing Champions network, and the Menopause Champions network. These networks play a vital role in supporting our diverse workforce and promoting a culture of inclusivity.

The health and wellbeing of colleagues is a top priority. We invest significantly in this through our in-house occupational health and staff counselling services, supported by a dedicated Health and Wellbeing team.

The Trust is committed to reducing its carbon emissions, with a specialised Energy and Environmental team working to ensure compliance with environmental legislation, enhance our environmental performance, and achieve our net-zero commitment.

Job responsibilities

Operating the Trust Switchboard and providing an efficient and sympathetic approach to calls received from staff, service users and members of the public.

Often dealing with patients with complex needs and barriers to understanding.

Carrying out a range of administrative and secretarial tasks associated with the switchboard.

Respond to emergency situations as and when required e.g. respond to fire alarms, intruder alarms, lone worker devices.

Support of all out of hours services, such a Consultants/Managers and Tradesmen on call.

Please note that this post does not meet the pay level required for a Skilled worker visa. Successful applicants with no prior NHS experience would normally be placed at the bottom of the band in line with Agenda for Change. This salary is below the minimum salary required for sponsorship for a Skilled Worker / Health & Care visa. In these circumstances the Trust would not, therefore, be able to sponsor for a Skilled Worker / Health & Care visa. Applicants requiring a Skilled Worker Visa can determine the likelihood of obtaining a Certificate of Sponsorship against the relevant criteria here https://www.gov.uk/skilled-worker-visa

Training

• Health & Safety Workplace Certificate.
• NVQ/ Apprenticeship Level 2 in Customer Services
• Undertake training in relation to NHS complaints procedure
• Trust mandatory training

Skills

• Customer care skills and the ability to deal effectively with difficult customers
• Good clear telephone manner
• The ability to communicate at all levels
• Able to work unsupervised
• Able to make a decision unaided

Physical

• Sitting for long periods of time.
• Long periods of time looking VDU screen.
• Occasional moderate physical effort required for short periods
• There is a frequent requirement for sitting in a restricted position for a proportion of the working time.
• Keyboard and telephone use for a substantial duration

Values and Behaviours

• All colleagues are expected to demonstrate that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values: Trust Honesty Respect Compassion Teamwork
• All colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust's expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation

Knowledge

• Sound knowledge of switchboard and reception duties
• Awareness of Trust polices, procedures, locations and senior staff

Contractual Requirements

• Require to work shift patterns, weekends and occasional nights
• Comply to Personal Appearance Standards and Personal Protective Equipment (Staff Uniform) documents
• Willingness to learn
• Reliable and flexible.
• Occasional home working.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Nottinghamshire Healthcare NHS Foundation Trust