Switchboard Operator

Aneurin Bevan University Health Board; Cwmbran; On-site; GBP 18,000 - 24,000; Full time

Job summary

Aneurin Bevan University Health Board operates a 24-hour switchboard serving 17 locations across Gwent, providing fast, friendly information and fast response to enquiries from staff, public and partner organisations.

The role requires strong telephone manner, good organisational skills, and the ability to work rota patterns and at various ABUHB sites. Welsh language learning is required on appointment; applicants are welcome in Welsh or English.

Qualifications

• Previous experience in a customer focused environment.
• Desirable: call centre experience.
• Desirable: administrative role.

Responsibilities

• 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.
• 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 rota information for Out of Hours service.
• Disseminate information of emergency events to appropriate teams.
• Provide assistance in maintaining the Internal Directory.
• Test the bleeps system and program bleeps appropriately.
• Undertake administrative duties.

Skills

Customer focus

Call centre experience

Administrative role

Education

GCSE or equivalent qualifications

NVQ Level 2 or Work Based Experience

Job description

Experience Essential criteria

We encourage applications from all with protected characteristics, including disabled and neurodiverse candidates and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

Each job advert includes the relevant manager’s contact details, and you are encouraged to discuss any adjustments you may require directly with them. There is no obligation to disclose any personal or medical information—simply let us know what support would help you to participate fully.

Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 or email [e-mail]

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board support flexible working.

Health Board grounds are required to be smoke-free by law. Smoking is not permitted anywhere on ABUHB sites. This applies to all staff, contractors, patients and visitors. More details are available in our Smoke-Free Environment Policy. For help to quit smoking please contact our Help Me Quit Team About Help Me Quit - Aneurin Bevan University Health Board

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process

Job Overview 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.

We Are Looking For Individuals Who Have

• 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.

Main duties of the job

• 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

Candidates are advised to ensure they refer to the attached Person Specification and use the ‘Supporting Information’ section of the application form to detail how they meet the various requirements.

It is necessary to learn Welsh Language Skills when appointed to the post. Welsh and/or English speakers are equally welcome to apply.

Working for our organisation

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.

Experience

Essential criteria

• Previous experience in a customer focused environment

Desirable criteria

• Previous experience in call centre environment
• Previous experience in an administrate role

Qualifications

Essential criteria

• GCSE or equivalent qualifications or work based experience

Desirable criteria

• NVQ Level 2 or Work Based Experience

Welsh

Essential criteria

• It is necessary to learn Welsh Language Skills when appointed to the post. Welsh and/or English speakers are equally welcome to apply

Desirable criteria

• Attainment of Welsh language level 1