Switchboard Operator

University Hospitals Sussex NHS Foundation Trust; Chichester; On-site; GBP 20,000 - 25,000; Part time

Job summary

A healthcare institution in Chichester is looking for a switchboard operator to handle incoming calls and emergency alerts. The role requires excellent customer service and telephone skills, as well as the ability to manage high-pressure situations. You'll work contracted 24 hours per week, with shifts varying from days to nights, ensuring effective communication within the Trust. The position comes with training and potential career development within a supportive environment.

Benefits

Wellbeing programme

Flexible working

Career development pathway

Qualifications

• Must have excellent telephone manner and customer service skills.
• Previous switchboard or IT experience is preferred.
• Specific training will be provided.

Responsibilities

• Answer all incoming and internal calls to the Trust.
• Make emergency team alerts and ensure the correct staff are notified.
• Monitor and report hospital alarms and incidents.
• Handle calls professionally, managing emotional situations.

Skills

Excellent telephone manner

Proven customer service skills

Good level of keyboard skills

Education

GCSE grade C or above in English

Job description

Overview

Switchboard operates a 24 hour a day service across 365 days of the year. Answering all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently. The weekly call volume is between 10,000 and 13,000 calls while also connecting internal teams together.

We are the first point of contact for worried patients, concerned family members, the public and professional services and partnership organisations who contact the Trust as well as all internal users.

At times of high pressure we put out all Emergency team alerts across the hospitals, ensuring the correct staff are contacted as a priority. We also prepare the on‑call rota for the Trust to use and monitor and report all hospital alarms – from fire alarms to people trapped in lifts to gas cylinders that need changing. Operators must be resilient and patient, dealing with emotional, frustrated and angry callers while handling calls in a professional manner, responding effectively to emergency calls, alarms and incident procedures, and making calm and efficient decisions.

Responsibilities

• Answer all incoming and internal calls to the Trust.
• Make emergency team alerts and ensure the correct staff are notified as a priority.
• Prepare the on‑call rota for the Trust.
• Monitor and report hospital alarms – fire alarms, trapped individuals, gas cylinders, etc.
• Handle calls in a professional manner, dealing with emotional, frustrated and angry callers.
• Respond effectively to emergency calls and incident procedures.
• Make calm and efficient decisions during high‑pressure situations.

Qualifications

• Excellent telephone manner and proven customer service skills.
• GCSE grade C or above in English.
• Good level of keyboard skills.
• Previous switchboard or IT experience is preferred.
• Specific training will be provided.

Shift Pattern

• Contracted at 24 hours a week with a 9‑week rolling pattern.
• Day shifts: 08:00 – 17:30 (shifts vary from 4 to 8.5 hours).
• Late shift: 15:00 – 22:00.
• Night shift: 22:00 – 08:00.
• Night shifts, late shifts from 17:30 and weekends are lone working once trained.
• Enhanced pay from 20:00 – 08:00 Monday – Friday and also at weekends.
• Training can take a few months working day shifts only.

Benefits

UHS Sussex is a Disability Confident Employer (Level 2) and a Veteran Aware Trust. Diversity is our strength and we offer a wide range of staff networks and a buddy scheme to help new members settle in. We treat our patients and staff with compassion and empathy, offering a wellbeing programme, flexible working and a career development pathway within a university trust that leads in healthcare research.