Switchboard Operator

East Lancashire Hospitals NHS Trust; Kendal; On-site; GBP 21,000 - 25,000; Part time

Job summary

East Lancashire Hospitals NHS Trust in Kendal provides a 24-hour Switchboard service handling high volumes of calls, emergencies and critical alarms. You will coordinate emergency responses and liaise with clinical teams to support patient safety and service delivery.

This part-time role requires calm, professional communication, teamwork and the ability to prioritise in pressurised situations, with shifts across days to cover the service needs.

Qualifications

• 5 GCSEs (or equivalent qualifications) including English and Mathematics at Grade 4/C or above.
• ECDL, advanced keyboard skills, or equivalent experience, with the ability to use Microsoft Office, email, spreadsheets, internet systems, and adapt to new software applications.
• Customer Care or Customer Service qualification (or equivalent).

Responsibilities

• Answer and route incoming calls, including emergencies.
• Coordinate emergency responses and monitor alarms across sites.
• Maintain on-call rotas and contact records.
• Liaise with clinical teams, Estates, IT and external emergency services.
• Support 24-hour switchboard service and porter allocations.

Skills

Customer service

Teamwork

Independent working

Excellent communication

Multi-tasking

Problem solving

Calm under pressure

Education

GCSE English & Maths (4/C or above)

ECDL / Advanced keyboard skills

Customer Care or Customer Service qualification

Job description

As a Switchboard Operator, you will manage incoming telephone calls, emergency communications and critical alarm systems, playing a key role in maintaining a safe, effective and responsive service for patients, visitors and staff. Please note: All new employees are required to successfully complete a six-month probationary period.,

• Act as the first point of contact for internal and external enquiries, providing a professional, calm and courteous service.
• Manage incoming telephone calls, emergency communications, and critical alarm activations, including fire, medical gas, blood fridge, lift and boiler alarms.
• Operate the hospital bleep system and coordinate emergency responses, including cardiac arrests, fire alarms and major incidents across Trust sites.
• Liaise with clinical teams, medical staff, managers on call, Estates, IT and external emergency services to support effective service delivery and emergency response.
• Maintain accurate on-call rotas, contact records and other service information in line with Trust policies and procedures.
• Coordinate transport services, including taxis, Blood Bikers and Medical Support, ensuring cost-effective solutions are used where appropriate.
• Support operational services by arranging short-notice staff cover, monitoring security systems and coordinating porter allocators services as required.
• Undertake mandatory and role-specific training and contribute to the delivery of a safe, responsive and efficient 24-hour Switchboard service.

This job description is not intended to be exhaustive. The post holder may be required to undertake other duties appropriate to the grade and nature of the role. The description will be reviewed periodically and amended as necessary to meet the needs of the service., The Switchboard Operator provides a professional 24-hour communication service for the Trust, acting as the first point of contact for patients, visitors, staff and external organisations. The post holder is responsible for handling high volumes of incoming and outgoing calls, coordinating emergency communications, monitoring critical alarms and ensuring information is communicated accurately and efficiently. The role supports patient safety, patient flow and operational continuity through the timely handling of emergency calls, major incidents and other urgent communications. Responsibilities include coordinating porter allocations to ensure inpatients attend essential appointments, investigations and treatments in a timely manner. The post holder is required to work independently, prioritise competing demands and respond appropriately in a pressurised environment while maintaining a high standard of customer service.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Required qualifications

• 5 GCSEs (or equivalent qualifications) including English and Mathematics at Grade 4/C or above.
• ECDL, advanced keyboard skills, or equivalent experience, with the ability to use Microsoft Office, email, spreadsheets, internet systems, and adapt to new software applications.
• Customer Care or Customer Service qualification (or equivalent).

Desirable criteria

• Ability to operate a computerised Switchboard system.

Essential criteria

• Experience of providing customer service to members of the public.
• Proven ability to work effectively within a team.
• Previous experience in a similar role., Ability to work independently and as part of a team, using initiative and making appropriate decisions.
• Excellent communication and listening skills, with the ability to empathise in stressful situations.
• Multi-tasking daily.
• Effective influencing, negotiation and problem-solving skills.
• Experience of dealing with concerns, complaints and challenging situations in a professional manner.
• Ability to travel to any of the Trust sites.
• Prioritises workload effectively and assimilates information accurately.
• Ability to remain calm and respond effectively in emergency situations., Maintains confidentiality and remains calm and resilient when working under pressure.
• Professional, approachable and courteous, with a commitment to delivering a high standard of customer service.
• Reliable, dependable and flexible, with a positive attitude to work and changing service demands.

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.

One LSC is a new collaborative partnership shared service formed by the five NHS Trusts serving the Lancashire and South Cumbria population of 1.8 million people. We are a shared service run by the NHS, for the NHS and are hosted by East Lancashire Hospitals NHS Trust on behalf of the partner Trusts of the Lancashire and South Cumbria system. One LSC stands for 'One Lancashire and South Cumbria' and reflects the Lancashire and South Cumbria System ambition to have one team serving Lancashire and South Cumbria in a joined-up way. It is jointly run by the five Trusts as a collaborative partnership. The Trusts that make up One LSC are: Blackpool Teaching Hospitals NHS Foundation Trust · East Lancashire Hospitals NHS Trust · Lancashire and South Cumbria NHS Foundation Trust · Lancashire Teaching Hospitals NHS Foundation Trust · University Hospitals of Morecambe Bay NHS Foundation Trust One LSC brings together the Digital, Data and Technology, Estates and Facilities, Finance, People Services and Procurement and Logistics services from each of the provider Trusts to create one central community of professionals. Under one leadership team, they will provide services for and on behalf of all Trusts. The aim is to bring services more closely together so that we can deliver the best service possible to each of our partner organisations. At the core of One LSC delivery is eliminating duplication, removing unwarranted variation, realisation of the benefits of sharing common systems and processes and ensuring we deliver value for money for our partners, our system and, ultimately, for the communities we serve.

We are looking to recruit two part-time Switchboard Operators to join our friendly team providing switchboard services for Westmorland General Hospital, Furness General Hospital, and the Royal Lancaster Infirmary. The Switchboard, is based at Westmorland General Hospital and operates as a 24-hour service, 7 days a week, providing a vital communications and emergency response function across the Trust. The average working hours are 20 hours per week over three days, with shifts primarily scheduled between 8:00am and 9:30pm. Rotas will be issued six weeks in advance, and individual working patterns and availability will be discussed at interview.

We operate from three main hospitals-Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre. FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services. WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses. All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.

The Trust is an equal opportunities employer, committed to improving the working lives of our staff and operates a 'Zero Tolerance' policy to aggression, violence, bullying and harassment. In addition, our aim is to help protect children and vulnerable adults by providing a first-class service to the recruitment of people into positions of trust. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background. We especially welcome applications from members of our black, Asian and minority ethnic (BAME) communities, as we have identified that ELHT has an under-representation of BAME employees. Appointments will be made on merit.

The Trust is an equal opportunities employer, is committed to improving the working lives of its colleagues and operates a 'Zero Tolerance' policy on aggression, violence, bullying and harassment. As a recruitment service, our aim is to help protect children and vulnerable adults by providing a first-class service in recruiting people into positions of trust. It is important to us that we employ a workforce that reflects the diverse communities we serve. We welcome applications from everyone - irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background. We especially welcome applications from members of our black, Asian and minority ethnic (BAME) communities, as we have identified that as an employer we are under-representation of BAME employees. Appointments will be made on merit. We recognise that the recruitment process may present barriers for some and you may need personal adjustments to enable you to participate in our recruitment process. Please make contact with the recruitment team at the earliest opportunity to ensure that measures can be put in place to enable you to apply for this post.

• Please note that the salary advertised is for full time hours. If this post is less than 37.5 hours per week, the salary will be pro-rata. For posts on Agenda for Change pay-scales, new entrants to the NHS will normally commence on the first pay point of the relevant band.

If the role you are applying for is identified as either controlled or regulated activity as defined in in the Safeguarding vulnerable Groups Act (2006) any offer of employment is provisional upon a satisfactory DBS check being obtained. The healthcare sector is exempted from the Rehabilitation of Offenders Act 1974. In line with other NHS organisations in the North West Region, the Trust is now passing the charge for undertaking a DBS check on to candidates in the event they are successfully appointed into the post for which they have applied. Candidates can choose whether to pay this over 1-3 months as a deduction from the monthly salary. However, if you are applying for a post as a BANK worker, the payment must be made in full at the time of employment checks. By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed. The cost for an Enhanced DBS, is £45.90 and for a Basic & Standard, this is £24.90 this cost includes a £4.90 admin fee.

Please note: a young person must be in part-time education or training until they're 18. If you are under 18 we are unable to employ you on a full time basis, unless it is in an apprenticeship role.

Disclosure and Barring Service checks If the role you've applied for requires a Disclosure and Barring Services (DBS) check we will administer this on your behalf and the cost will be recovered from your salary, either as a one-off payment, or over 3 months. The level of check required depends on the role that you have been offered. Currently the charges are - Basic DBS check £26.40, Standard DBS check £26.40, Enhanced DBS check £54.40 and Enhanced DBS check with Barred List(s) £54.40. You should be aware that if you are successful in obtaining a position that requires a DBS check but later withdraw your application, you may be required to reimburse the cost of the DBS check. DBS checks remain free of charge for volunteer positions. The DBS Code of Practice can be accessed here. In line with guidance from United Kingdom Health Security Agency, all staff and volunteers are required to comply with Trust Infection Prevention and Control processes in relation to safe working.