Communications Operator

Cornwall Partnership NHS Foundation Trust; Swindon; On-site; GBP 12,000 - 18,000; Full time

Job summary

Cornwall Partnership NHS Foundation Trust is seeking a Communications Operator at Bodmin Hospital to provide a professional central communication service across the health community in Cornwall.

You will handle a high volume of calls, support out-of-hours services, manage emergency lines, and work on a rota including weekends and nights. Previous NHS switchboard or admin experience is desirable.

Qualifications

• Good basic education with strong communication skills.
• NVQ 3 in Business Administration or equivalent.
• CLAIT/ECDL level computer skills or equivalent.
• Experience with office systems and Microsoft Office suite (Access, Excel, Teams).
• Experience dealing with the public and customer service.
• Experience operating a NHS BT ARC Switchboard.
• NHS complex office environment experience.

Responsibilities

• Provide central switchboard service to Trust managers, departments and users.
• Handle calls, messages and related communications across Trust services.
• Work across 24/7 rotas including weekends, bank holidays and night shifts.

Skills

Communication skills

Customer service experience

BT ARC Switchboard experience (NHS)

Administrative experience in NHS

Education

NVQ 3 in Business Administration

CLAIT/ECDL level computer skills

Microsoft Office proficiency (Access, Excel, Teams)

Tools

BT ARC Switchboard software

Microsoft Office (Access, Excel, Teams)

Job description

Cornwall Partnership NHS Foundation Trust

Communications Operator

The closing date is 11 November 2026

The Switchboard service is a critical frontline service based at Bodmin Hospital providing a comprehensive, efficient, and quality based communication service across the health community in Cornwall, managing over 240,000 calls per annum.The service supports the Trust, NHS Kernow (KCCG) and One Cornwall (Social Services) with forwarding of calls and message handling in addition to approximately 30 teams/services within the Trust. It is a vital role in assisting out of hours services and holding the operational 'on call' rotas.In addition the Switchboard is the first point of contact for a range of emergency lines-fire phone, intruder alarms, Sowenna staff attack, Bodmin Hospital security CCTV and more recently the Urgent Crisis Referral, as well as the co-ordination of several services such as Cornwall Blood Bikes.The service is provided 24 hours, 365 days per year and the successful candidate must be prepared to work on rotas' across these timeframes, which will include weekends, bank holidays and lone working at night, flexibility is essential.You must have previous experience of dealing with the general public and possess excellent communication skills both written and verbal and also be able to adapt quickly to changes.Previous experience as a telephonist and knowledge of office systems with keyboard and computer skills are desirable.

Main duties of the job

The post holder will be given a minimum of 3 months training to bring them up to speed with the diversity of the services which use the Switchboard. We will ensure you are confident in shifts before you move onto any out of hours working, so you are well equipped to carry out this interesting and varied role. There are shifts where enhanced rates are applied, which will boost your hourly rate when working out of hours.The post holder will work shifts to provide a comprehensive communication service to all Trust Managers, Department heads and users of the service.

The post holder will at all times be courteous and attentive to customers both internally and external to the NHS Health Community within Cornwall.

Working within the Communications Department providing a comprehensive central communication service across the whole of Cornwall Partnership Foundation Trust and the Health Community.

Staffing an efficient and quality based communications service over 24 hours, 365 days per year.

Staffing a reception service to Bodmin Hospital.

About us

We're an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people's physical and mental health. We also provide specialist support to people with dementia or a learning disability.

We are a people organisation and people matter to us. As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.

Over 5,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.

We work in people's homes, in community clinics and bases. Some staff work from one of our 10 community hospitals. Our aspiration is to have great people, provide great care, be a great place to work and a great partner.

Approximately 568,000 people live here. A third of people who live in Cornwall are supported by acute hospital services in Devon. As a result, we also work closely with our partners in Devon. In the summer, and during other holidays lots of people choose to visit the area. This increase the numbers of people who use out services.

Job responsibilities

To view a detailed job description and person specification including the main responsibilities of this role please see supporting documents.

Person Specification

Education / Qualifications and Relevant Experience

• Good basic education, demonstrating high levels of communication skills
• NVQ 3 in Business Administration or equivalent experience
• Computer skills to CLAIT/ECDL level or equivalent
• Knowledge and experience of office systems and Microsoft Office suite of applications ie, MS Access Database, Excel Spreadsheets & Teams
• Previous experience of dealing with the Public/Customer Service
• Previous experience of operating a BT ARC Switchboard within NHS
• Administrative Experience of Working in a Complex Office Environment within the NHS

Knowledge and Abilities

• Knowledge of Health and Safety

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

Cornwall Partnership NHS Foundation Trust