Switchboard Operator

Royal United Hospitals Bath NHS Foundation Trust

Bath

On-site

GBP 21,000 - 27,000

Full time

14 days+

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Benefits offered by this job

Staff benefits

Wellbeing pool

Job summary

The Royal United Hospitals Bath NHS Foundation Trust invites applications for a Switchboard Operator to join our 24/7 switchboard team serving RUH and the wider community. You will handle diverse enquiries with care, routing calls accurately and transferring messages using our paging systems.

We value excellent communication, discretion, and the ability to support anxious patients and staff across languages and accessibility needs.

Qualifications

Good interpersonal skills and ability to liaise with staff at all levels.
Proficient IT experience; comfortable using multiple systems.
Excellent oral and written communication skills.

Responsibilities

Provide accurate information and guidance to customers per procedures.
Ensure accurate routing of incoming and outgoing telephone traffic.
Transfer messages using Bleep/paging and other systems.
Follow prescribed emergency procedures when required.
Respond empathetically to sensitive situations and complaints.

Skills

Interpersonal skills

Written and verbal communication

Information technology

Tools

Multiple NHS IT systems

Job description

Job Overview

As a Switchboard Operator, you will work as part of a dedicated team delivering a 24/7 switchboard service for the Royal United Hospitals Bath NHS Foundation Trust and the wider community.

Key Responsibilities

Provide accurate information and guidance to both internal and external customers, in line with established procedures and Trust policies.
Handle a wide range of enquiries with professionalism, discretion, and efficiency.
Respond appropriately to complex and sensitive situations, demonstrating sound judgement and initiative.
Communicate effectively with a diverse range of individuals, including anxious patients, those with mental health needs, and individuals facing language or accessibility barriers.
Manage enquiries from media representatives and respond to complaints with empathy, ensuring a calm, supportive, and customer-focused approach at all times.

Main duties of the job

To ensure that members of the public and other members contacting the Trust via the Switchboard are treated with courtesy, dignity and respect.
To ensure accurate routing of incoming and outgoing telephone traffic.
To ensure those clients making general enquiries regarding services provided on the Trust's site are given appropriate, timely and accurate information in accordance with operating procedures.

To ensure the accurate transfer of messages over the site Bleep/paging system or other communication systems as required.

To ensure prescribed emergency procedures are followed in the event of:-
fire,
cardiac arrest
Paed Arrest
Neonatal Emergency
Major incident
Trauma
Helicopter
Paed Trauma
Bomb Threat
Cat 1 C-section
Security
Chemical incident
Lift rescue
Pharmacy
Obstetric
Anaesthetic
Major Haemorrhage
Fast positive stroke alert

Working for our organisation

We are proud to be part of BSW Hospitals Group - a formal partnership between the Royal United Hospitals Bath NHS Foundation Trust, Great Western Hospitals NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people.

We are creating a health and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.

By working together, we make a real difference for our patients, each other, and our community. Every role matters in delivering the exceptional, person‑centred care we’re proud of.

We’re committed to a compassionate, inclusive culture where kindness is championed, differences are valued, and diversity makes us stronger.

We want to support you to thrive, taking your career to its full potential. We prioritise staff wellbeing – and yes, we even have a pool!

Discover what it’s like to live and work in Bath, explore our RUH staff benefits, and learn how we’re building healthcare for the future through the Dyson Cancer Centre and our commitment to research.

Detailed Job Description And Main Responsibilities

Please find attached to the vacancy a detailed person specification and job description for further information about this role.

Person specification

Switchboard

Essential criteria

Good interpersonal skills
Ability to liaise and communicate both written and verbally with staff at all levels
Proficient IT experience (must be confident in using multiple systems)

Desirable criteria

Previous switchboard experience
NHS experience

Communication

Essential criteria

Excellent oral and written communication

Please note - Due to recent changes in UK immigration and visa rules applicants who do not currently have the right to work in the UK may not be considered unless an alternative right to work solution can be provided. Candidates requiring sponsorship (or will need sponsorship at the end of a current visa e.g. those with graduate visa's) should review the eligibility criteria on the gov.uk website before applying: Prove your right to work to an employer: Overview - GOV.UK

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

Application numbers

This vacancy may close early if we receive a high number of applications. We strongly encourage you to complete and submit your application in good time to ensure it can be considered.

Documents to download