Switchboard Operator

Princess Alexandra Hospital NHS Trust; Harlow; On-site; GBP 21,000 - 24,000; Part time

Job summary

The Princess Alexandra Hospital NHS Trust is recruiting three Switchboard Operators to join our 24-hour response team. Each role is 30 hours per week with a mix of Early, Late and Night shifts to cover 365 days a year.

You will manage internal and external calls, monitor alarm systems, support reception duties, and coordinate with Security, Portering, Estates and other departments to ensure a coordinated response. Strong communication and calmness under pressure are essential.

Qualifications

• Experience handling both internal and external calls in a busy environment.
• Ability to manage emergency calls and escalations effectively.
• Flexibility to cover a 24/7 shift pattern including holidays and weekends.

Responsibilities

• Handle all internal and external telephone calls in a confident, courteous manner.
• Maintain knowledge of switchboard systems, emergency procedures, and Trust policies.
• Support Major Incident Policy and liaise with external agencies as needed.
• Undertake reception duties and respond to enquiries efficiently.
• Monitor hospital alarm systems and act according to local policies.
• Respond to emergency alerts and relay messages via paging systems.
• Maintain rotas and contact on-call staff as required.

Skills

Communication skills

Calm under pressure

Customer service

Multitasking

Teamwork

Tools

Switchboard systems

Flare paging system

Alertive emergency system

Job description

The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wavea national programme that’s changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.

This means we’re working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.

We’re a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.

Our Values

• Patient at heart Always holding the patient and their wellbeing at the centre of our thoughts and efforts.
• Everyday excellence Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both.
• Creative collaboration Knowing strength comes from diversity, we combine our experiences, skills, and talents, working together to find new and better ways to care.

Join us and help shape the future of care in West Essex.

Job Overview

We are recruiting Three Switchboard Operators, each working 30 hours per week. The roles will involve varying shift patterns and require a high degree of flexibility to cover additional shifts as needed. The Switchboard is a 24-hour service, operating 365 days a year, including bank holidays, Christmas, and the New Year period.

The Available Shifts Are

• Early: 6am-2pm
• Late: 2pm-10pm
• Night: 9pm-7am

The postholders will be responsible for handling both internal and external telephone calls for The Princess Alexandra Hospital, St Margaret’s Hospital, and Herts & Essex Hospital. A key aspect of the role includes the management and appropriate escalation of all emergency 2222 calls within the hospital.

Duties will also include monitoring hospital alarm systems, such as fire and medical gas alarms, and working closely with other departments including Portering Services, Estates, and Security to ensure a coordinated response when required.

In addition, the role includes reception-based duties, such as signing keys in and out for departments and staff accommodation, responding to general enquiries on a daily basis, and arranging taxi bookings. Postholders will be expected to ensure that all mandatory training is maintained and kept up to date in line with Trust requirements.

Main Role Duties

• Handle all internal and external telephone calls in a confident, courteous, and professional manner, including complex, distressing, or prolonged calls.
• Maintain a thorough working knowledge of switchboard systems, emergency procedures, and Trust policies, and act appropriately when required.
• Support the implementation of the Major Incident Policy, liaising with Senior Management, Ambulance Services, Police, and other external agencies as necessary.
• Undertake reception duties and respond to all enquiries efficiently and professionally.
• Issue and receive departmental and staff accommodation keys, ensuring they are signed in and out by authorised personnel and stored securely.
• Monitor all hospital alarm systems and take appropriate action in accordance with local policies and procedures.
• Respond to emergency alert systems, including cardiac arrest, trauma, and fire calls, in line with established procedures.
• Complete weekly test calls for the Alertive emergency system.
• Relay messages to external pager holders using the Flare paging system.
• Liaise with Security and Portering Supervisors in the event of incidents or disturbances.
• Maintain and update daily management, departmental, and medical on-call rotas using provided rota information.
• Contact on-call staff as required via the Alertive system or telephone.
• Ensure the accuracy of the switchboard directory, promptly reporting and updating any changes or queries.
• Carry out all duties in accordance with Trust policies and procedures and under appropriate supervision. This job description may be amended to meet the evolving needs of the service, following discussion with the postholder and line manager.

Previous applicants for this role need not apply.