NHS Switchboard Operator — Flexible Frontline Communications

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

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.