Bank Switchboard Operator

Nhs-1; Nottingham; On-site; GBP 15,000 - 21,000; Part time

Job summary

Nottinghamshire Healthcare NHS Foundation Trust is recruiting a Bank Switchboard Operator (Band 2) on 0 hours per week. The role involves working 24/7 with weekend and night shifts (8pm–7am), handling calls efficiently on a busy switchboard, and providing non-clinical information to patients and staff.

Salary is £12.92 per hour, with enhanced pay for bank holidays. The post requires flexible team players who can work unsupervised, deliver excellent customer service, and adapt to changing shift

Qualifications

• Flexible and able to work weekends and bank holidays
• Good customer care for patients, visitors and staff
• Capable of working without supervision and making appropriate decisions
• Experience of handling general calls and providing information

Responsibilities

• Operate the Trust Switchboard and handle calls efficiently and courteously
• Support out-of-hours services for doctors and managers
• Assist patients, visitors and staff with information and guidance
• Respond to emergencies such as fire alarms or intruder alerts as required
• Perform administrative tasks related to switchboard duties

Skills

Customer care

Telephone manner

Communication skills

Independence

Decision making

Education

Health & Safety certificate

NVQ/Apprenticeship Level 2 in Customer Services

NHS complaints procedure training

Trust mandatory training

Job description

Main area Switchboard Grade Band 2 Contract Bank Hours Flexible working - 0 hours per week (Working various shifts in a 24 hour switchboard) Job ref 186-909-26-BR

Employer Nottinghamshire Healthcare NHS Foundation Trust Employer type NHS Site Wells Road Centre Town Nottingham Salary £12.92 per hour Salary period Yearly Closing 28/10/2026 23:59

Bank Switchboard Operator

Band 2

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Job overview

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

Working for our organisation

#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.

Detailed job description and main 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.

Additional Information

• We reserve the right to close the post early once we have received a sufficient number of applicants.
• The Trust believes in treating everyone with dignity and respect and encourages applications from all sectors of the community. We guarantee an interview to candidates with disabilities who meet the minimum essential criteria.
• In submitting an application form, you authorise Nottinghamshire Healthcare NHS Foundation Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you. This data will be transferred using NHS Electronic Staff Record and third party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post. Should you require any further information please refer our Privacy Policy shown on the Trust website,
• For eligible posts, DBS disclosures are mandatory before commencement of employment. If you are in a position that is deemed a regulated adult and/or child care role, you will not be able to start your employment until we have received a satisfactory DBS Disclosure. The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Convictions which would otherwise be considered as 'spent' will also be checked as part of an Enhanced DBS Disclosure.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Name Chelsea Rothwell Job title Facilities Support Services Manager Email address [e-mail] Additional information

Claire Teft

Facilities Support Services Manager

Tel: [phone] Ext: 13797

[e-mail]

If you have problems applying, contact

Address Duncan Macmillan House
Porchester Road
Mapperley
Nottingham
Nottinghamshire
NG3 6AA
Telephone [phone] - Bank Team