Switchboard Operator

ISS Facilities Services; Brighton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading facility management company is seeking a Switchboard Operator to join the team at Queen Elizabeth Hospital in Brighton. This role is crucial for managing calls and service requests efficiently, ensuring an excellent customer experience. Responsibilities include operating emergency systems, managing the internal helpdesk, and responding to urgent situations. The ideal candidate has experience in a similar role, strong communication skills, and the ability to work effectively under pressure. Competitive hourly rate and commitment to inclusivity are offered.

Qualifications

• Previous experience in a switchboard or service desk role.
• Experience in a busy, fast-paced environment.
• Knowledge of Health & Safety procedures.

Responsibilities

• Answer and manage incoming calls, directing enquiries appropriately.
• Operate emergency systems including bleeps and major incident calls.
• Manage the CAFM system and liaise with Facilities Management teams.
• Dispatch and coordinate staff for helpdesk tasks.
• Respond to emergency situations per hospital procedures.

Skills

Excellent communication skills

Strong organisational skills

Conflict resolution abilities

Attention to detail

Ability to remain calm under pressure

Job description

Switchboard Operator

We are recruiting a Switchboard / Service Desk Operator to join our team at Queen Elizabeth Hospital.

This role works across the hospital switchboard and helpdesk, ensuring calls and service requests are handled efficiently, professionally, and within agreed service levels.

As the first point of contact for many patients, relatives, visitors, and staff, you will play a vital role in supporting hospital operations and delivering an excellent customer experience.

This is an opportunity to be part of a critical hospital service and make a real difference every day.

Contract Details

Contract: Healthcare
Location: London, SE18 4QH (Queen Elizabeth Hospital)
Hours of work: 15
Working Pattern: 2 days per week
Contract Type: Permanent
Hourly Rate: £13.06

The Role

• Answer and manage incoming internal and external calls, directing enquiries appropriately
• Operate emergency and multi-tone systems, including bleeps and major incident calls
• Manage the CAFM system and internal helpdesk, liaising with Facilities Management teams
• Dispatch and coordinate staff to ensure helpdesk tasks are completed within agreed SLAs
• Respond calmly and effectively to emergency situations in line with hospital procedures
• Maintain accurate communication and message handling at all times
• Carry out general administrative duties, including taxi bookings and on-call rota support
• Ensure confidentiality, professionalism, and compliance with Trust and Company policies

About You

• Previous experience in a similar switchboard or service desk role
• Experience working in a busy, fast‑paced environment
• Knowledge of Health & Safety procedures
• Strong computer skills and attention to detail
• Excellent communication skills at all levels
• Sound decision‑making and conflict resolution abilities
• Strong organisational skills with the ability to prioritise tasks
• Ability to remain calm and effective under pressure
• Ability to respond quickly to urgent or emergency situations

The Company

ISS is a world‑leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.