Communications Operative

University Hospitals Sussex NHS Foundation Trust (279); Haywards Heath, Brighton; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Night shift enhancements

24/7 shift pattern

Job summary

University Hospitals Sussex NHS Foundation Trust (279) is seeking a Communications Operative to support a 24-hour telephony service at Princess Royal Hospital and Royal Sussex County Hospital. The role requires handling calls, monitoring alarms, and delivering a professional customer experience while working shifts, including nights with enhanced pay.

The post is fixed-term for 12 months, Band 3 with unsocial hour enhancements.

Qualifications

• Switchboard/Telephone experience required.
• Knowledge of Outlook/email/IT skills.
• Knowledge of medical terminology.
• Commitment to 24/7/365 shifts.

Responsibilities

• Operate computerised switchboard and telecoms systems to respond to calls.
• Monitor medical and service alarms and provide helpdesk support.
• Activate emergency procedures when required and ensure a high-quality customer experience.

Skills

Switchboard / Telephone experience

Outlook/Email/IT skills

Medical terminology

24/7/365 shift commitment

Education

NVQ level 3 Customer care or equivalent

GCSE English grade C or above

Tools

Outlook

Job description

Communications Operative

University Hospitals Sussex NHS Foundation Trust (279)

The closing date is 29 October 2026

Band 3 - plus extra unsocial hour's enhancements pay for working night shifts.

The telephony staff are normally the initial contact between members of the public, patients, and hospital personnel. The post holder will be required to actively promote a positive and professional image and attitude to both internal and external callers at all times. They will be required to promote a professional manner and communicate effectively with patients, members of the public, GP's, trust staff, departments, visitors, and suppliers.

Telephony staff are required to operate various computerized systems where IT skills are required, to operate all departmental communication systems and undertake all Switchboard and Telecoms clerical duties.

Main duties of the job

Switchboard Operators are an integral part of a professional team delivering a vital 24-hour communications and support service. Working within a dynamic and fast-paced environment, Operators use a computerised communications system to respond to calls, monitor medical and service alarms, provide helpdesk support, and activate emergency procedures when required. The role requires excellent communication skills, attention to detail, and the ability to prioritise effectively while managing multiple tasks. Operators play a key role in ensuring that emergency response, alarm monitoring, and support services are delivered efficiently and to a high standard at all times. Working both independently and as part of a team, Operators are trusted to use their initiative and judgement when responding to incidents, resolving issues, and supporting service users. The ability to remain calm, focused and professional in changing situations is essential. While the team strives to meet agreed response times, Operators are adaptable and resilient, responding effectively to fluctuations in demand and unexpected situations to maintain continuity of service across the 24-hour operation.

About us

At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.

Candidate Pack

Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.

This vacancy is advertised as a time-limited opportunity is expected to be undertaken on a secondment basis. Before applying, employees must discuss the opportunity with their current line manager to confirm whether they may be released from their substantive role if successful. Release to undertake a secondment is not an automatic entitlement and must be agreed by all relevant parties: the employee, their current line manager, and the recruiting line manager.

Job responsibilities

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

Operators are often the first point of contact for patients, members of the public and hospital staff, playing a vital role in delivering an excellent customer experience. The post holder will actively promote a positive and professional image of the Trust, providing a courteous, responsive and high-quality service to all callers and service users. The successful candidate will communicate confidently and effectively with patients, members of the public, GPs, Trust staff, departments, visitors and suppliers, ensuring enquiries are handled efficiently and professionally at all times. Working as part of a dedicated team, Operators support the delivery of a 24-hour communication service. Responsibilities include operating computerised communication systems, responding to calls, monitoring medical and service alarms, providing helpdesk support and activating emergency procedures when required. The role is varied and fast-paced, requiring the ability to manage competing priorities while maintaining accuracy and professionalism. Operators are trusted to work independently and use their initiative when responding to incidents, resolving issues and making timely decisions. The ability to remain calm, adaptable and focused in a busy environment is essential to ensuring service standards and response times are maintained. The role requires confidence in using a range of computerised systems and communication technologies. Operators are responsible for the effective operation of departmental communication systems and will undertake a variety of Switchboard and Telecoms administrative duties.

Candidate Information Pack:

Person Specification

Switchboard / Telephone experience

• oSwitchboard / Telephone experience
• oFlexible and commitment to work 24/7/365 shifts
• oAgree/Confirm requirements of the JD
• oNVQ level 3 Customer care or equivalent plus previous experience
• GCSE grade C or above - English
• oGCSE grade C or above - English or equivalent work experience that demonstrates this level
• oKnowledge of Outlook/email/ IT skills
• Knowledge of medical terminology

Flexible and commitment to work 24/7/365 shifts

• oSwitchboard / Telephone experience
• Agree work flexible shifts

Equality, Diversity, and Inclusion

• Evidence of having championed diversity in previous roles (as appropriate to role).
• Evidence of having undertaken own development to improve understanding of equalities issues

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

University Hospitals Sussex NHS Foundation Trust (279)

Address

Princess Royal Hospital and Royal Sussex County Hospital

£25,760 to £27,476 a yearPer annum pro rata

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

279-8256456-OCT26

Job locations

Princess Royal Hospital and Royal Sussex County Hospital