Switchboard Operator

Aneurin Bevan University Health Board; Cwmbran; On-site; GBP 20,000 - 22,000; Full time

Benefits offered by this job

Flexible working where possible

NHS benefits package

Job summary

Aneurin Bevan University Health Board is seeking switchboard operators to provide fast, friendly, and efficient information services across 17 locations. The role involves coordinating transport, interpreting services, and handling urgent calls, with rota-based hours and potential to work at different ABUHB sites.

You will require excellent telephone manners, strong communication and customer service skills, and the ability to work under pressure.

Qualifications

• Excellent telephone manner and clear communication.
• Strong customer service skills and empathy.
• Ability to work as part of a team and on own initiative.

Responsibilities

• Provide a responsive switchboard/information service for 17 locations across the ABUHB geographical area
• Facilitate Transport Service requests via telephone and email
• Arrange Interpreting and Translation Service requests via telephone and email
• Record and relay calls for child protection promptly
• Support Out of Hours calls for Works and Estates, District Nursing and IT
• Maintain rota information for clinical and non-clinical staff
• Disseminate information of emergency events to appropriate teams
• Assist in maintaining the Internal Directory
• Test and manage bleeps communication system
• Undertake necessary administrative duties
• Demonstrate excellent telephone manners and customer service
• Judge urgency of situations and respond appropriately
• Demonstrate empathy, tact and diplomacy
• Be flexible in working practices and locations
• Commit to high quality standards and work as part of a team or individually
• Work and problem solve under pressure
• Attend work at other locations and on a rotational basis

Skills

Telephone skills

Customer service

Communication

Welsh language ability

Job description

As the first point of contact for Aneurin Bevan University Health Board, operators are responsible for providing a fast, friendly and efficient service to all Health Board employees, the general public and other health organisations. Switchboard Services run on a 24 hour basis and there are various shift patterns. In addition, you may be required to work at any location within the Health Board to ensure continuity. Your hours of duty will be on a rota basis.,

• Provide a responsive switchboard/information service for 17 locations across the ABUHB geographical area
• Facilitate the Transport Service through arranging requests made via telephone and email
• Facilitate the Interpreting and Translation Service through arranging requests made via telephone and email
• Effectively record and relay calls for child protection in a timely manner
• Support calls for Works and Estates, District Nursing and IT during Out of Hours
• Maintain and compile rota information provided by email for clinical and non-clinical staff necessary for the Out of Hours Service
• Disseminate information of emergency clinical and non-clinical events, including Major Incident, through to appropriate individuals and teams
• Provide assistance in the maintenance of the Internal Directory
• Complete testing of the bleep communication system and programme bleeps appropriately
• Undertake any necessary administrative duties
• Excellent telephone manner, communication and customer service skills
• The ability to judge the urgency of situations and respond accordingly
• Empathy, tact and diplomacy when dealing with difficult situations
• Excellent organisational skills and methodical in their approach in all aspects of work
• Excellent attention to detail
• Flexibility in working practices and to the needs of the service
• The ability to demonstrate commitment to achieving high quality standards of work
• The ability to work as part of a team and on own initiative
• The ability to work and problem solve under pressure
• The ability to work at other locations
• The ability to attend work on a rotational basis

Operators are required to use their own initiative when dealing with situations outside the parameters of procedures., It is necessary to learn Welsh Language Skills when appointed to the post. Welsh and/or English speakers are equally welcome to apply.

Aneurin Bevan University Health Board (ABUHB) is a multi-award-winning NHS organisation serving the communities of Gwent. With more than 14,000 staff and volunteers, we provide safe, high-quality, and compassionate care across hospitals, GP practices, community services, and mental health settings. As a University Health Board, research, education, and innovation are central to our work, supporting evidence-based practice and continuous improvement. Our work is guided by the Gwent Strategy 2025-2035, which sets out our long-term ambition to create a fairer and healthier future for our population. We focus on prevention, reducing health inequalities, and working in partnership with local authorities, voluntary organisations, and communities to improve health and wellbeing. We are committed to creating an inclusive, supportive workplace where people feel valued, respected, and able to develop. Our values of Kindness, Integrity, and Respect shape how we care for patients and how we treat one another. We offer a wide range of learning and development opportunities, flexible working where possible, and a comprehensive NHS benefits package. Working for ABUHB means being part of an organisation that values its people and offers the chance to build a meaningful and rewarding career while making a real difference to the lives of others.