Switchboard Operator

James Paget University Hospitals NHS Foundation Trust; Great Yarmouth; On-site; GBP 12,398,000 - 15,154,000; Full time

Job summary

The James Paget University Hospitals NHS Foundation Trust invites applications for a Bank Switchboard Operator. You will be the first point of contact for staff, patients and visitors, handling calls, messages and emergency communications with professionalism and calm under pressure.

Flexible shifts across days, evenings, nights, weekends and bank holidays are available to fit personal commitments. No prior switchboard experience is required; comprehensive six‑week training will equip you to

Qualifications

• Educated to GCSE standard.
• Customer Service Qualification.
• BT trained or equivalent.
• No previous switchboard experience required; however, excellent communication skills and calm under pressure are essential.

Responsibilities

• Provide a professional telephone operator service for internal and external callers.
• Act as a key contact for staff, patients, visitors, and partner organisations.
• Handle and direct calls promptly and professionally.
• Support the delivery of a 24/7 switchboard service.
• Signpost or elevate callers to appropriate healthcare professionals or services when required.

Skills

Good communication

Education

GCSE standard

Customer Service Qualification

BT trained or equivalent

Job description

Bank Switchboard Operator Flexible Working Hours We are looking for enthusiastic, reliable, and customer-focused individuals to join our Bank Switchboard Team at the James Paget University Hospital. As a Switchboard Operator, you will be the first point of contact for staff, patients, visitors, and external organisations, providing a professional and efficient communication service across the Trust. You will play a vital role in supporting hospital operations and helping to ensure patient safety through the accurate handling of calls, messages, and emergency communications. This is a varied and fast-paced role where no two shifts are the same. Working on the Trust Bank offers flexibility, allowing you to work shifts that support both service requirements and your personal commitments. Shifts may be available across days, evenings, nights, weekends, and bank holidays. No previous switchboard experience is required; however, excellent communication skills, a positive attitude, and the ability to remain calm under pressure are essential. Comprehensive training will be provided over a six-week induction and training programme, ensuring you have the knowledge and confidence to perform the role effectively. This is an excellent opportunity for someone who enjoys working in a busy healthcare environment and is committed to delivering a high-quality service to patients, colleagues, and visitors.

Main duties of the job

• Provide a professional, efficient, and courteous telephone operator service for internal and external callers using the Trust's computerised telecommunications systems.
• Act as a key point of contact for staff, patients, visitors, and partner organisations.
• Handle and direct calls promptly, accurately, and professionally.
• Monitor and respond to critical hospital alarms and alerts, including:
  • Fire alarms
  • Intruder alarms
  • Blood fridge failure alarms
  • Oxygen alerts
  • Other emergency notifications
• Follow established procedures and elevate incidents appropriately to support the safety of patients, staff, and visitors.
• Communicate effectively with a diverse range of callers, adapting communication styles to meet individual needs and overcome barriers to understanding.
• Demonstrate professionalism, empathy, discretion, and compassion in all interactions.
• Manage calls from distressed, anxious, or vulnerable individuals in a calm and reassuring manner.
• Signpost or elevate callers to the appropriate healthcare professional, department, or service when required.
• Support the delivery of a 24-hour, 365-day switchboard service.
• Provide flexible cover for shifts across days, nights, weekends, and bank holidays.
• Assist with covering sickness absence and annual leave, including at short notice when necessary.
• Maintain high standards of customer service while working in a busy and often pressurised environment.

Skills

• Good communication skills

Education and Qualifications

• Educated to GCSE standard
• Customer Service Qualification
• BT trained or equivalent

Experience and Knowledge

• Previous switchboard or clerical experience
• Previous experience in similar capacity

Person Specification

• Good communication skills

The James Paget University Hospital is committed to delivering high-quality care to our patients and communities through our dedicated and talented workforce. We strive to create an inclusive, supportive, and rewarding environment where colleagues feel valued, respected, and empowered to reach their full potential. As part of an exciting period of transformation across health and care services in Norfolk and Waveney, we are currently transitioning towards a Norfolk and Waveney Group model. While successful candidates will be employed by the James Paget University Hospitals NHS Foundation Trust, they will become part of a wider collaborative organisation working together to improve services, strengthen our workforce, and provide outstanding care across the region. This approach will create greater opportunities for collaboration, learning, development, and career progression, while maintaining our strong local identity and commitment to the communities we serve. By joining us, you will be contributing to a forward-thinking organisation that is shaping the future of healthcare across Norfolk and Waveney. We welcome applications from individuals who share our values and are passionate about providing excellent service and making a positive difference to patients, visitors, and colleagues every day.