Switchboard Operator

University Hospital Southampton NHS FT; Southampton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prominent NHS organization in Southampton offers a customer-focused role that involves providing emergency telephony services. The position requires excellent communication and prioritization skills, along with a commitment to inclusivity and diversity. Candidates must demonstrate GCSE-level literacy and numeracy skills, and experience in customer service is essential. The role includes flexible shifts and a supportive team environment. Join us to make a meaningful impact in healthcare!

Qualifications

• Literacy and numeracy skills that are GCSE standard or equivalent.
• Proven work experience in the use of computerised technology.
• Consistent and relevant employment history in a customer-focused environment.

Responsibilities

• Handle emergency situations with logical thinking.
• Provide telephony and emergency response service.
• Work independently while being supported by a team.

Skills

First-class communication skills

Prioritization skills

Customer-focused environment experience

Education

Literacy and numeracy skills at GCSE standard

Tools

Microsoft Windows applications

Email

Job description

Job Overview

University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us. Please see below for a detailed job description of the role. This role offers the right candidate a fantastic opportunity to start or develop a career in the NHS. We offer full training on all aspects of the role.

Our department provides a professional 24‑hour telephony and emergency response service to all internal departments within University Hospital Southampton NHS Foundation Trust, as well as externally for patients and their relatives. GP emergency admissions, major incidents and fire service calls are all in a day’s work.

You will need to be flexible to work both days/nights and weekends as we are a 24/7 service. At UHS we’re committed to providing a flexible working environment where possible. Whether you are balancing family, study, or your wellbeing with your career, we want to support you so you can help our patients. At UHS, we proudly champion individuality, recognizing that outstanding care is only possible with a diverse, inclusive team. We’re committed to creating an anti‑racist, anti‑discriminatory environment where everyone feels valued, safe, and empowered to make a meaningful impact in our communities. We welcome applicants of all backgrounds, identities, and experiences to join us in building a healthcare community where everyone can belong, thrive, and contribute.

Detailed Job Description and Main Responsibilities

You will have first‑class communication and prioritisation skills and enjoy working in a fast‑paced environment where you’ll meet a different challenge every day. Due to the nature of this role and service, it is on‑site and the hours are as advertised. Please talk to us at interview about the flexibility you need and we will explore what’s possible for the role and service. Shifts vary from week to week, but you will receive your rota 12 weeks in advance, covering a combination of shifts: days, evenings, nights, weekends and bank holidays.

• Days: 07:00–15:00, 08:00–16:00 or 10:00–18:00
• Evenings: 12:00–20:00 or 14:00–22:00
• Nights: 22:00–07:00
• Weekends and bank holidays: 07:00–14:30 or 14:30–22:00

You will receive enhanced pay for working nights/weekends.

• The personal drive to work independently, but with the support of an established team.
• The ability to think rationally and logically when responding to emergency situations and a keen eye for detail.
• The ambition to learn every day and a track record of dealing with the public in a customer‑focused environment.

Person Specification

Trust Values

• Patient First
• Always Improving
• Working Together

Qualifications / Training Required

Essential criteria

• Literacy and numeracy skills that are GCSE standard or equivalent
• Proven work experience in the use of computerised technology

Desirable criteria

• Qualifications in using Microsoft Windows applications/Excel/email
• Understanding and knowledge of confidentiality issues/data protection
• Customer care or similar discipline

Previous or Relevant Experience Necessary

Essential criteria

• Consistent and relevant employment history of dealing with the general public in a customer‑focused environment

Desirable criteria

• Experience of working in a predominately telephone‑based environment (e.g. Switchboard/Contact Centre)
• NVQ in Customer Care or equivalent experience
• Previous work within emergency response/situations
• Knowledge of Hospital/NHS terminology
• Experience with working with computer desktop applications