Switchboard Operator

NUH; Nottingham; On-site; GBP 26,000 - 27,000; Full time

Job summary

Nottingham University Hospitals (NUH) in Nottingham is seeking a Switchboard Operator to join the Estates & Facilities team. The role is full-time with a rolling day rota, working at Queens Medical Centre and some days at City hospital, 37.5 hours per week.

You will handle incoming calls, assist staff and public, and support emergency and on-call functions, with IT skills and a proactive, team-focused approach.

Qualifications

• NVQ Level 2 Call Handling and computer literacy are essential.
• Minimum 12 months experience in a healthcare call-centre or similar.
• Experience in healthcare settings is advantageous.

Responsibilities

• Be first point of contact for hospital enquiries from public and staff.
• Respond to 85–100 calls per hour and resolve issues where possible.
• Answer emails in the department inbox promptly.
• Manage all 2222 calls within the required timescale.
• Contribute to on-call rota management and out-of-hours cover.
• Work effectively as part of the team and follow policies.

Skills

Call handling

Customer service

Team player

Education

NVQ Level 2 Call Handling

Computer Literate

Tools

Blick bleep system

Everbridge messaging system

Job description

Nottingham University Hospitals (NUH) is the biggest employer in Nottingham with over 19,000 staff

Main area Estates & Facilities Grade Band 3 Contract Permanent: 12/15 week rolling day rota between 7am – 8pm including weekends and bank holidays and on call duties Hours Full time - 37.5 hours per week (Rolling rota hours between 7am – 8pm) Job ref 164-8270005

Site Queens Medical Centre Town Nottingham Salary £25,760 - £27,476 Per annum Salary period Yearly Closing 09/10/2026 23:59

Job overview

NB: Please be aware that the department is undergoing an Organizational Change process commencing in June 2026. Whilst this will not affect the number of positions or the role, it may impact working pattern and rota.

This is an exciting opportunity to join the Estates and Facilities team as a Switchboard Operator.

This will be mainly based at the Queens Medical Centre however you will be required to work from the City hospital from time to time.

We are looking for someone who has a flexible approach to work and is motivated to help the public and staff with their day to day enquiries, ideally you will have previous Switchboard/call centre experience however all training will be provided.

Post holder must have proficiency in IT skills.

If you have applied for a position in the last 6 months then you need not apply.

On-call - Following a on call rota, be the on-call manager for Switchboard & Facilities Operations for sickness and system failures. To be the point of call out of hours Monday - Friday 4pm - 8am and all weekend and Bank Holiday.

On completion of training the candidate will be required to do on call duties.

Main duties of the job

In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.

To be responsible for being first point of contact for hospital enquires from the general public and Trust staff.

To be professional and sympathetic to callers in need of support.

To be responsible for putting out emergency crash calls to the 22 22 emergency teams within the Trust, via the Blick bleep system and the Everbridge messaging system.

To be able to respond efficiently and action all on call rota’s sent into the department.

To adhere to all Trust and in house policies and procedures.

You will need to be able to demonstrate excellent organisational skills as well as being a hard working team player who works well under pressure and has an approachable manner.

Working for our organisation

With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Our organisation is driven by our strategic objectives and organisational values and behaviours -We Build Trust,We Empower,We are Ambitious,We are Mindful,We are Nurturing,We are United,We are Honest

Working in the NHS and at NUH is challengingyet rewarding. That is why we do all we can to support staff with rewards and benefits wherever we can.

Detailed job description and main responsibilities

To answer up to 85-100 calls per hour.

Engage with all callers to help resolve their query in one call if possible.

Answer all email enquires in the department inbox.

Answer ALL 2222 calls within a timely manner

Daily lift testing

Weekly fire alarm testing calls

Blick bleep pager daily testing

Help with Doctor change over twice yearly

Handle on call rota’s sent into the department and deal with accordingly.

Most importantly work as part of the team

Person specification

Training & Qualifications

• NVQ Level 2 Call Handling
• Computer Literate

Experience

• Minimum of 12 months experience working in a call centre of customer focussed setting.
• Experience of working within a healthcare environment

Communication and Relationships

• Demonstrate effective communication skills with callers/patients/relatives who may be very ill and/or distressed using a sympathetic and understanding approach.
• Able to calm angry callers, be empathetic and guide confused callers.
• Resolve caller problems using tact and diplomacy.
• Resolve caller problems using tact and diplomacy.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at the NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Applicants are kindly requested to refrain from using AI at any stage during the recruitment process.

Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.

Easy read application: If you have a disability and find online job applications difficult, you can use an easy read application form instead.

NUH are now able to offer application completion support and interview preparation support. Please follow the link to book onto our sessions: Support for NUH Job Applications

If you are aged 16 or 17 and applying for a role that is more than 20 hours a week, please be aware that you will be asked to commence an Apprenticeship within the Trust alongside your role, as long as there is a suitable apprenticeship standard available. This is in line with the current guidance in England that whilst young people under the age of 18 can leave school (on the last Friday in June) they must then do one of the following:

• Stay in full-time education, for example at a college
• Start an Apprenticeship
• Spend 20 hours of more a week working or volunteering, while in part-time education or training

Salary: The quoted salary will be on a pro rata basis for part time workers.

Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.

At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.

ID and Right to work checks : NUH authenticate ID and right to work documentation including passports and driving licences through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.

Consent:

• Transfer of information: If I have previous NHS service - I consent to the Occupational Health Departmentconfidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.
• Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£49.50 for enhanced and £21.50 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month’s pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.

For more information about our organisation and the career opportunities available, please visit our website and/or follow us on Instagram , Twitter and Facebook

Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Name Jenna Moore Job title Switchboard and Facilities Operations Manager Email address [e-mail] Telephone number 07812275121

Bethany Lewis