Bank Switchboard Operator (Carmarthenshire)

Train Work Live; Llanelli; Híbrido; GBP 27.000 - 28.000; Tempo parcial

Resumo da vaga

Hywel Dda University Health Board is seeking a Bank Switchboard Operator to provide vital front-line telecommunications across hospitals and services. The role supports 24/7 NHS operations, handling high volumes of calls, directing to correct departments, and ensuring quick access to services.

The post offers flexible bank hours to cover annual leave and busy periods, with emphasis on courteous communication, data protection, and exceptional customer service across busy environments.

Qualificações

• Educated to NVQ Level 3 or equivalent relevant experience.
• Working knowledge of computerised systems and IT packages.
• Educated to NVQ Level 4.

Responsabilidades

• 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 procedures, activating on-call systems when required.
• Maintain accurate records of calls, messages, and contact information.
• Monitor and use communication systems including telephones, pagers, radios, and emergency alerts.
• Ensure confidentiality and comply with data protection and information governance requirements.
• Deliver excellent customer service at all times, remaining calm and professional under pressure.

Conhecimentos

Clear communication

Welsh language friendly

Formação

NVQ Level 3

NVQ Level 4

Ferramentas

Microsoft Office

Descrição da vaga

Bank Switchboard Operator (Carmarthenshire)

Band 3

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-EA001-1126

Employer Hywel Dda University Health Board Employer type NHS Site Glangwili Hospital and Prince Philip Hospital Town Carmarthen and Llanelli Salary £26,813 - £27,890 per annum, pro rata Salary period Yearly Closing 11/11/2026 23:59 Interview date 17/11/2026

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.

If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [e-mail]

To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs

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 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 17/11/2026

Person specification

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.

IMPORTANT NOTE FOR APPLICANTS: Applications for our roles are carefully reviewed and shortlisted based on specific criteria, which varies from job to job. Using a generic application to apply for multiple roles or relying on automated AI application services, such as Lazy Apply or AI Apply, may not provide the necessary information, leading to your application being overlooked. To ensure your application is given full consideration, we recommend submitting a tailored application that directly addresses the criteria listed in the Person Specification section of the advert.

By submitting your application to NHS Jobs/Trac, you are giving your consent for elements of your application data to be transferred to the NHS Electronic Staff Record (ESR) and other secure, internal NHS Workforce systems in order to support and manage your recruitment and employment within your employing organisation; to be used by Recruitment for purposes of checking your Professional Registration online (where applicable).

These processes are in line with Fair and Lawful processing in line with current Data Protection Legislation especially those in relation to your personal or sensitive personal data (sensitive personal data is defined as any declared physical or mental health conditions, racial or ethnic origin, sexual orientation, trade union membership, political opinion, religious beliefs). As an organisation, we ensure that the legislation defining confidentiality is observed such as use of data for specific, defined purposes, and use of data that is relevant and not excessive whilst practicing data accuracy and security of all held personal identifiable information (PII)

If you are successfully appointed, by completing the application form you authorise the UHB to obtain any previous NHS service details including all electronically held sickness information, via the Inter Authority Transfer process on the national Electronic Staff Record (ESR).

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.