Switchboard Operator

Bristol NHS Foundation Trust; Weston-super-Mare; On-site; GBP 26,000 - 27,000; Part time

Benefits offered by this job

Flexible working

Training and development opportunities

Job summary

Bristol NHS Foundation Trust is seeking a Switchboard Operator (Band 3) at Weston General Hospital. This part-time, permanent role offers 22 hours per week on a 5-week rota, with a pro rata salary of £25,760–£27,476 per year. The Trust supports flexible working to help balance home life.

Join a busy switchboard team, handle high-volume calls, support emergency procedures, and contribute to reliable communications across the Weston site and broader NHS group.

Qualifications

• Excellent verbal and written communication; confident telephone manner.
• Ability to retain information and pass on accurately in a fast-paced setting.
• Ability to handle emergency/life-or-death situations with prioritised responses.

Responsibilities

• Be the first point of contact for the hospital, handling calls from the public, GPs, internal callers and external agencies.
• Operate the switchboard consoles and bleep system to provide an efficient telephone service across the Trust.
• Respond per designated procedures for emergency and non-emergency requests (e.g., alarms, paging).
• Support emergency response procedures and maintain essential contact information and access.
• Maintain effective teamwork and deliver courteous, patient-centred service at all times.

Skills

Communication skills

Attention to detail

Emergency awareness

Training/mentoring

Education

GCSE English & Maths

IT qualifications

Customer Service NVQ

Job description

Main area Switchboard Operator Grade Band 3 Contract Permanent: 2 part-time vacancies, 22.8 & 22 hours. Hours Part time - 22 hours per week (22 hours per week based over a 5 week rota) Job ref 387-TS7285-LMG

Employer Bristol NHS Foundation Trust Employer type NHS Site Weston General Hospital Town Weston Super Mare Salary £25,760 - £27,476 pa pro rata Salary period Yearly Closing 09/11/2026 23:59

Switchboard Operator

Band 3

North Bristol NHS Trust (NBT) and University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) have merged as of 1 st July 2026 to become Bristol NHS Foundation Trust. This will create an exciting future that brings together the best of both organisations. As a single, strong and sustainable organisation, we will not only be able to deliver better outcomes for our patients and fairer care for our population, but it will also provide greater opportunities for our people.

Bristol NHS Foundation Trust recognise the value of a healthy work-life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life.

We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust.

Our job adverts may close as soon as sufficient applications have been received.

Generative artificial intelligence (AI) describes algorithms that can be used to produce new content, including audio, code, images, text, simulations, and videos. It is developing all the time and is now being used as a support mechanism for all kinds of content-based creations. Please note the use of AI is monitored and if applicants have used it then they are required to declare this.

Job overview

Are you calm under pressure, customer-focused and looking for a role where every day makes a difference? Join our busy Switchboard Team at Weston General Hospital and become the vital first point of contact for patients, visitors, clinicians and colleagues across the Bristol NHS Group.

As a Switchboard Operator, you'll handle a high volume of calls, support emergency response procedures, operate paging and communication systems, and help ensure critical information reaches the right people at the right time. From assisting anxious callers to supporting emergency teams and maintaining essential contact information, no two days are the same.

We're looking for someone with excellent communication skills, strong attention to detail, and the ability to stay focused in a fast-paced environment. Previous switchboard, call centre or customer service experience is desirable, along with confidence using IT systems and working as part of a supportive team.

In return, you'll receive full training, opportunities for development, and the chance to work with dedicated colleagues who play a critical role in supporting patient care and hospital operations. This role includes shift working, including evenings, weekends and bank holidays.

If you're reliable, adaptable and committed to delivering outstanding customer service, we'd love to hear from you.

Join us and help keep Weston General Hospital connected, responsive and caring, 24 hours a day.

Main duties of the job

Responsible for being the first point of contact for the hospital, for receiving and distributing calls from the public, GP's, internal callers, other hospitals and agencies etc. Calls can be connected to either an extension, exchange lines or to mobile staff via bleeps, mobile phones and radio pagers.

Use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious patients, patients with mental health problems, language and / or disability barriers, the media, complaints etc. Ensuing an appropriate and empathetic response to all.

To operate the switchboard consoles and bleep system to provide an efficient telephone service across the Trust.

To respond in accordance with designated written procedures when dealing with emergency and non emergency requests including :

• Paediatric Cardiac Arrest
• Mental health Psychiatric out of hours contacts
• Medical Gas Alarms
• Lift Failure / Entrapment Alarms
• Pharmacy Alarms
• Panic Alarms
• intruder Alarms
• Media Enquiries
• Switchboard Failures
• Paging System Failure

Working for our organisation

Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations, operating from three main sites at Southmead, Bristol city centre and Weston.

With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone’s throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer.

Bristol NHS Foundation Trust values all people as individuals. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we’re meeting our pledge.

Detailed job description and main responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Person specification

Qualifications and Training

• Educated to GCSE Standard or equivalent in English and Mathematics.
• Qualification in IT or proven use of IT packages in previous employment over a sustained period.
• Customer Service NVQ.
• Knowledge of Data Protection and Patient confidentiality issues.

Knowledge and Experience

• Previous Switchboard/Call Centre experience or Customer focused role.
• Experience of working well within a Team Environment
• Experience of working under pressure and managing a demanding workload.
• Customer Care
• NHS Experience.
• Previous work within Emergency Services.
• Shift Work Experience.

Skills and Abilities

• Excellent communication skills including confident/pleasant telephone manner.
• Able to retain information and pass on accurately whilst working in a fast-paced environment.
• Ability to deal with Emergency/Life or Death situations and prioritise responses accordingly.
• Prepared to train/mentor others.

We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.

As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge.

The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.

BFT is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.

If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

By applying for this post, you are agreeing to Bristol NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.

IMPORTANT:

Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form.

Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date.

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide interviews should usually take place within 3 weeks of the closing date.

When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.

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.