Switchboard Operator

Bedfordshire Hospitals NHS Foundation Trust; Luton, Dunstable; On-site; GBP 26,000 - 27,000; Full time

Job summary

Bedfordshire Hospitals NHS Foundation Trust is recruiting a full-time Switchboard Operator to join the busy switchboard team at Luton & Dunstable Hospital.

The role handles calls from patients, relatives and staff, transfers to the right departments, and coordinates emergency communications under Trust procedures.

A strong focus on customer service, ICT skills, and knowledge of NHS systems (Pimsi, Excel, Nervecentre, Micad) is essential, with flexibility to cover early mornings and bank holidays.

Qualifications

• Experience in Switchboard/Call centre environment.
• Customer service experience with the public.
• NHS communication systems experience.
• GCSE English and Maths at grade C or above; NVQ3 in customer services.

Responsibilities

• Provide prompt Switchboard/call-centre service to all callers.
• Transfer calls to correct departments and staff.
• Manage Emergency Phones and coordinate responses via bleep system.
• Support Estates and on-call requests across the Trust.

Skills

Switchboard experience

Call centre

Communication skills

IT skills

Education

GCSE English & Maths

NVQ 3 in customer services

Tools

Pimsi

Excel

Nervecentre

Micad

Job description

Main area Switchboard Grade NHS AfC: Band 3 Contract Permanent: Internal candidates may take this post as a secondment. Hours Full time - 37.5 hours per week (Hours of Work are Monday to Friday (9am to 5pm) however candidates must be able to cover from 7.15 am as required to cover colleagues leave and sickness.) Job ref 418-SWIT78263-EH-A

Site Luton & Dunstable Hospital Town Luton Salary £25,760 - £27,476 pa pro rata Salary period Yearly Closing 06/10/2026 18:00

Job overview

Job overview

A Full Time opportunity has arisen to become a member of the Switchboard Team. Communication skills are essential as the team are usually the first point of most callers to the Hospital.

The main point of contact to disperse a varied types of Emergencies following procedures and Protocols in line with Trust policies.

Switchboard is a very busy environment dealing with all types of calls to the Trust from patients, relatives and staff.

Main duties of the job

The candidate must have good communication & IT skills. Local knowledge of the L&D layout and the IT systems used, (Pimsi, Excel, Nervecentre, Micad) would be an advantage. The applicant will need a flexible approach and be able to work both, in a team and on their own initiative on an evening shift. The Switchboard operating hours are 24/7 and 365 days of the year and will involve working bank Holidays and Christmas.

The applicant will need to be enthusiastic and adaptable within the Switchboard and its varied roles. The applicant would be dealing with all types of Estates and on call requests from across the Trust, outside contractors and dealing with the general public as well. They will be working in a busy environment and must be able to prioritise telephone calls and workloads.

Hour of Work are Monday to Friday 09.00 to 17.00 however covering of colleagues shift is also required that start at 07.15 and 08.00

Please note this shift will fall sometimes on Christmas day Boxing day etc and the candidate would have to work that shift.

Working for our organisation

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Our values

We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job

Detailed job description and main responsibilities

To provide a prompt and professional Switchboard/call-centre service to all callers in line with office procedures, contributing to the overall efficient and effective running of the Switchboard function.

To transfer calls esfficently to correct departments and staff and supply general information on the Trust.

To manage all calls presented to Emergency Phones and call appropriate teams to respond via a bleep system.

Person specification

Experience

• Worked In a Switchboard / Call centre environment
• Customer serviced based dealing with Public
• Experience of NHS communication systems

Communication Skills

• Quick and accurate PC/keyboard and switchboard skills
• Able and willing to deal effectively with a diverse range of customer enquiries.

Knowledge

• GCSE English and Maths at grade C or above, or equivalent
• Excellent verbal and written skills with the ability to communicate effectively by phone, in writing and in person.
• Knowledge of procedures to NVQ 3 or equivalent in customer services

Personal Characteristics

• Effective team player
• Ability to cope with a high volume pressured environment.

It is an exciting time to join Bedfordshire Hospitals NHS Foundation Trust. We run two busy hospital sites in Bedford and Luton. Our 7,500 staff provide high quality care for a growing population of around 700,000 across Bedfordshire and the surrounding areas.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. Travel between hospital sites may be required. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

All new staff will be subject to a probationary period covering their first six months in post.

Employer certification / accreditation badges

Name Sue Austin Job title Switchboard, Transport and Helpdesk Manager Email address [e-mail] Telephone number 01582718330