Switchboard Operator

Wwl; Wigan; Remote; GBP 23,000 - 27,000; Part time

Job summary

WWL seeks a part-time Telephonist to join the Switchboard Team at Royal Albert Edward Infirmary in Wigan. The role supports 24/7 patient and staff communications, receiving calls, directing inquiries, and passing messages.

You will work 30 hours per week, with rosters across day, night, and weekend shifts and participate in the on-call rota (1 in 6). Applicants should have telephone handling experience, good interpersonal skills, and the ability to work well in a busy hospital environment.

Qualifications

• GCSE English and Maths or equivalent.
• Experience handling telephone queries within an office environment.
• Able to work within a team.
• Customer care awareness and professionalism.
• Hospital experience desirable but not essential.

Responsibilities

• Provide a comprehensive Telephone Operator Service to Trust sites, handling Directory Enquiries for patients, staff and visitors.
• Receive and direct all incoming and outgoing calls accurately.
• Pass messages between callers, other Operators and Supervisors.
• Monitor Alarm Systems and respond as instructed.
• Respond to emergencies including Cardiac Arrest, Fire, Flood or Major Incident.
• Perform reception-type duties and manage keys securely.
• Operate paging systems and ensure service continuity.

Skills

Telephone handling

Customer care

Teamwork

Emergency response

Education

GCSE English & Maths

Tools

Windows basics

Job description

Main area Estates and Facilties Grade NHS AfC: Band 2 Contract Permanent Hours

• Part time
• Flexible working

30 hours per week (OVER 7 DAYS AND MAYBE REQUIRED TO BE PART OF ON CALL ROTA 1 IN 6. Service is 24/7 / 365 days per year.) Job ref 302-26-8270288E

Site Royal Albert Edward Infirmary, Wigan Lane, Wigan, WN1 2NN Town Wigan Salary £25,272 per annum, pro rata Salary period Yearly Closing 23/09/2026 23:59

People at the Heart. One Team. Your Career at WWL.

Job overview

We are seeking a part-time Telephonist (30 hours per week) to join our dedicated Switchboard Team, which plays a vital role in ensuring safe, responsive communication across the Trust.

As a key point of contact for patients, staff, and emergency services, the Switchboard Team supports critical operations and contributes directly to patient safety and experience. The post holders will be expected to work flexibly to maintain continuous service during peak times and periods of staff absence.

This is a 24-hour service, and successful applicants will work rostered shifts with flexibility across day, night, and weekend periods.

Working days will follow a 4-week rota pattern and will be discussed at interview. OVER 7 DAYS AND MAYBE REQUIRED TO BE PART OF ON CALL ROTA 1 IN 6.

We welcome applications from individuals who can demonstrate adaptability, reliability, and a commitment to supporting a round-the-clock service.

Please note: Applicants who have previously received feedback indicating they did not meet the essential criteria should only reapply if they can demonstrate how they have strengthened their application since that decision.This vacancy may close early if a sufficient number of applications are received. We encourage interested candidates to apply promptly to avoid disappointment.

THIS ROLE IS NOT ELIGIBLE FOR SPONSORSHIP.

Main duties of the job

We are seeking a part-time Telephonist to provide a comprehensive and confidential telephone service supporting the daily operations of the Hospital Trust. This role is central to delivering an efficient and responsive communications service to staff, patients, and external partners.

Applicants must have experience handling telephone queries and delivering high-quality responses to incoming calls from both internal and external sources. Experience in monitoring alarm signals, using bleep systems, and liaising with various departments is advantageous but not essential.

The successful candidate will demonstrate:

• A flexible and proactive attitude to working hours, including short-notice cover for colleagues
• A professional and courteous telephone manner
• Desirable experience in a hospital switchboard setting, ideally within an acute care environment
• Basic IT skills, including familiarity with Windows-based systems
• Confidence in monitoring alarms and responding to emergency situations

Our Switchboard Team operates 24 hours a day, 7 days a week. Flexibility is essential to ensure service continuity, particularly during emergency scenarios. The postholder will also participate in the on-call rota (1 in 6).

Working for our organisation

Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement and living our values.

• People at the Heart
• Listen and Involve
• Kind and Respectful

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.

At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

Detailed job description and main responsibilities

Key results from the job holder

• Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
• Receive and direct as appropriate all incoming and outgoing calls.
• Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
• Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
• Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
• Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
• Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
• Operation, including test protocols, of internal and external Paging Systems.

Person specification

Qualifications

• GCSE qualification in English and Maths or able to demonstrate equivalent

Experience

• Experience of handling telephone queries within an office environment.
• Able to work within a team
• Customer Care Awareness
• Dealing with people, preferable via Telephone
• Previous Hospital Experience

Skills

• Good interpersonal skills
• Ability to function alone on their own initiative
• Keyboard Skills

Knowledge

• Understand how to access information
• Knowledge of Trust and its departments and functions

Additional

• A flexible approach to working pattern
• Able to work as a lone worker
• Adapt well under pressurePleasant telephone manner
• Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.

We endeavour to inform all applicants of the outcome of their application by email or SMS text message.

Guidance on Completing Your Application

Applications are assessed against the person specification. We strongly encourage you to use the supporting information section to demonstrate how you meet the essential and desirable criteria, providing clear examples where possible.

On-Call

Please note that some roles may require participation in an on-call rota, particularly those that are operational in nature.

WWL is part of the Greater Manchester Continuous Service Commitment. We recognise continuous or 'unbroken' service from any Greater Manchester Local Authority, NHS organisation, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or the Greater Manchester Combined Authority. This ensures access to our service-related benefits.

Employer certification / accreditation badges

Name Ashleigh Miller Job title Senior Switchboard Supervisor Email address [e-mail] Telephone number 01942 822040 Additional information

Ashleigh Miller, Senior Switchboard Supervisor,

0300 707 2040

[e-mail] or

Cerys Simm Switchboard Team Leader

Switchboard Dept

01942 244000

[e-mail]