Bank Switchboard Operator (Bronglais)

NHS; Aberystwyth; Remote; GBP 27,000 - 28,000; Full time

Job summary

Hywel Dda University Health Board is seeking a Bank Switchboard Operator to provide a frontline telecommunications service across its hospitals in Aberystwyth and beyond. The role supports 24-hour NHS operations, handling high volumes of calls and directing them to the right departments.

Excellent communication, a welcoming approach, and the ability to use initiative are essential. Welsh language ability is desirable (Welsh Level 1) and the board promotes bilingualism in its services.

Qualifications

• Educated to NVQ Level 3 or equivalent relevant experience.
• Working knowledge of computerised systems and the ability to use IT packages (e.g. Microsoft Office or equivalent).
• Educated to NVQ Level 4.

Responsibilities

• Operate 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

Skills

Switchboard / Call Centre experience

Customer facing

Welsh language (Level 1)

Microsoft Office

Education

NVQ Level 3 or equivalent

NVQ Level 4

Tools

Microsoft Office

Job description

Main area Digital Services Grade Band 3 Contract Bank - as and when required Hours Flexible working - Bank - as and when required Job ref 100-BANK-EA002-1026

Employer Hywel Dda University Health Board Employer type NHS Site Bronglais General Hospital, Town Aberystwyth Salary £26,813 - £27,890 pro rata Salary period Yearly Closing 28/10/2026 23:59 Interview date 04/11/2026

Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.

Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.

Job overview

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.

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.

Main duties of the job

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

Working for our 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

Detailed job description and main responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 04/11/2026

Qualifications and Knowledge

• Educated to NVQ Level 3 or equivalent relevant experience
• Working knowledge of computerised systems and the ability to use IT packages (e.g. Microsoft Office or equivalent).
• Educated to NVQ Level 4.

Experience

• Switchboard / Call Centre experience.
• Experience of working in patient / customer facing role.
• Experience of working in a busy, demanding environment with competing priorities.
• Experience of working in an NHS environment.
• Knowledge of basic medical terminologies

Other

• Ability to work flexibly and to cope with an unpredictable workload.
• Able to work unsocial hours.
• A willingness to learn Welsh
• Welsh Speaker (Level 1)

Hywel Dda University Health Board operates a bilingual policy. All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.