Receptionist/Switchboard Operator

Integrated Care System; Wakefield; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading NHS Trust in Wakefield is seeking a Receptionist/Switchboard Operator to serve as a focal point for all visitors, manage incoming calls, and maintain data records efficiently. This role requires strong communication skills, confidentiality, and a commitment to providing excellent customer service. The ideal candidate will possess knowledge of Microsoft Office applications and previous experience in a similar role is preferred.

Qualifications

• Effective teamwork with minimum supervision.
• Using initiative to prioritise tasks.
• Understanding confidentiality requirements.

Responsibilities

• Answer calls at the switchboard professionally.
• Welcome patients and visitors efficiently.
• Maintain computer data records.

Skills

Good written communication

Good verbal communication

Customer care skills

Interpersonal skills

Ability to maintain confidentiality

Education

Competency at level 2 or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

NHS software programmes

Job description

Go back South West Yorkshire Partnership NHS Trust

Receptionist/Switchboard Operator

The closing date is 25 August 2025

To act as a focal point forall visitors to the Trust, to answer calls at the switchboard and welcomevisitors and patients to the Main Reception in a proficient professionalmanner, whilst maintaining confidentiality at all times.

Additional duties will include maintenanceof computer data records and general clerical/administrative duties.

All employees of the Trust are strongly encouraged to befully vaccinated against COVID-19 to protect patients.

For full job description, please see attached supportingdocuments.

Main duties of the job

To act as afocal point for all visitors to the Trust, to answer calls at the switchboardand welcome visitors and patients to the Main Reception in a proficientprofessional manner, whilst maintaining confidentiality at all times. Additional duties will include maintenanceof computer data records and general clerical/administrative duties.

General switchboard duties which include answering and connectinginternal and external calls to appropriate destinations via Imagicle UCX Console, screening calls in a professionalappropriate manner to ensure confidentiality is maintained at all times.

Atthe time of advertising, this role does not meet the minimum requirements(salary threshold or occupational requirements) set by UK Visas and Immigration to sponsorcandidates to work in the UK. For this reason, unfortunately we are unable tosponsor anyone on a visa for this role at this moment in time.

We are happy to accept applications from candidateswho can prove their right to work in the UK or via alternative visa routes.Such applications will be considered alongside all other applications.

About us

Weare a specialist NHS Foundation Trust that provides community, mental healthand learning disability services for the people of Barnsley, Calderdale,Kirklees and Wakefield. We also provide low and medium secure services and arethe lead for the west Yorkshire secure provider collaborative.

Our mission isto help people reach their potential and live well in their communities, we do thisby providing high-quality care in the right place at the right time. We employstaff in both clinical and non-clinical services who work hard to make adifference to the lives of service users, families and carers.

We encourageand welcome applications from all protected characteristic groups, we valuediversity and want our workforce to be reflective of our communities.

Beinga foundation Trust means were accountable to ourmembers, who can have a say in how were run. Around 14,300 local people(including staff) are members of our Trust.

Joinus and you will be one of over 4,500 staff committed to supporting and improvingthe mental, physical and social needs of the thousands of people we meet andhelp each year.

Weare committedto safeguarding and promoting the welfare of children, young people andvulnerable adults and expects all colleagues and volunteers to share thiscommitment.

We do reserve to right to close vacancy before the advertised closing date if necessary, so please apply as soon as possible.

Job responsibilities

To act as a focal point for all visitors to the Trust, to answer calls at the switchboard and welcome visitors and patients to the Main Reception in a proficient professional manner, whilst maintaining confidentiality at all times. Additional duties will include maintenance of computer data records and general clerical/administrative duties.

The post-holder will:

Under the supervision/direction of the Manager, within a delegated framework for agreed tasks, be aware of and able to undertake the basic, routine admin/communication requirements of the service. Provide a confidential service to support services, in an efficient manner.

Follow and ensure the service is provided in accordance with well-established policies, procedures, protocols and guidelines and service delivery plans.

Demonstrate knowledge of the service to enable the post holder to contribute and inform decision making within the service.

Work flexibly to meet the needs of the service.

Develop and maintain good working relationships by being flexible, adaptable, polite, positive and empathetic providing and receiving routine information.

Work with sensitivity and have an understanding of the service and issues experienced by users.

Use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Respond to others communication difficulties.

Assist in ensuring the service experienced is positive and service user confidentiality is maintained at all times. Treat everyone eg, service users, their relatives, visitors, colleagues etc, with respect, dignity, courtesy and in accordance with the Trusts Values.

To assist the department with routine office duties, appropriate to the role, for example:

Dealing with telephone calls/ messages.

Photocopying/ Scanning/ Filing.

Reporting faults.

Demonstrate duties to new starters.

Provide cover for other members of the team.

Producing ID Badges for the Trust

Issue of Parking Permit.

Deliver excellent levels of service and address or report to the Administrative Manager, in a timely manner, when these standards have not been met.

Proactively and positively contribute to the achievement of business outcomes through individual and team effort, with the focus being on delivering excellent customer services.

Work within defined parameters, prioritise own tasks and respond to peoples needs. Refer and seek guidance/supervision on issues outside of post holders level of competence or authority.

Help to promote an open, welcoming, person-centred culture seeking feedback from users of the service to aid service improvement .

Produce clear and accurate written correspondence as appropriate to the role, using competent IT skills, accurate data inputting and use of Trust Intranet and Internet as required.

We are aware that an increasing number of applicantsare using AI technology to generate responses on NHS Job applicationforms.Over reliance on AI-generated content in application forms isstrongly discouraged and we will conduct a thorough screening process beforeselecting candidates to progress to the next stage. If you are using AI toenhance your application, please disclose this in your NHS Jobs applicationform.

Person Specification

Experience

• In using Microsoft Word and other Microsoft applications, e.g. Excel, Outlook , PowerPoint etc.
• In using email, maintaining and updating paper and electronic diaries, arranging meetings.
• In working as an effective team member with minimum supervision.
• Understanding of the need to maintain strict confidentiality.
• In using a degree of initiative.
• In organising and prioritising own tasks in order to meet deadlines.
• In copy typing /audio typing.
• In working in a caring environment at a band 2 or equivalent level of competence.
• Of NHS software programmes.
• In working in a busy environment with competing demands.

Special Knowledge & Skills

• Good written communication skills, with the ability to deal with and prepare routine written correspondence.
• Good verbal communication skills, with the ability to obtain information and pass on comprehensive and confidential messages.
• In decision-making and prioritisation.
• Good Customer care skills.
• Good interpersonal skills.
• Resilience to pressure and exposure to emotional/distressing situations.
• Non-judgemental, empathetic manner.
• Able to use observation skills to identify potential risks and act appropriately.
• Demonstrates Trust Values.
• Able to fulfil the requirements of the Trusts value based induction.
• Some Knowledge of Data Protection requirements.
• Some knowledge of diversity/cultural requirements.
• Some knowledge of Health & Safety issues and risk identification.
• Some knowledge of moving & handling issues.

Training

• Must be willing/able to undertake all appropriate Trust mandatory training requirements, and subsequent refresher training relevant to the area.
• Must be willing/able to undergo job development and training and maintain skills.

Qualifications

• As appropriate to the role:
• Or, be able to demonstrate competency at level 2.
• Willingness to undertake further study/development.

Personal Attributes

• Ability to be flexible to meet the demands of the post.
• Responsive attitude and approach.
• Dress appropriately for the environment.
• Ability to travel around the Trust as appropriate to role.

Physical Attributes

• A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
• Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary).

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

South West Yorkshire Partnership NHS Trust