Switchboard Operator (Carmarthenshire)

Hywel Dda University Health Board; Carmarthen; On-site; GBP 18,000 - 24,000; Full time

Job summary

Hywel Dda University Health Board is seeking enthusiastic Switchboard Operators to support Glangwili General Hospital and Prince Philip Hospital. You will be the first point of contact for patients, visitors and staff, handling calls with professionalism and accuracy.

Key duties include operating the switchboard and telecommunications systems, directing calls, handling urgent and emergency inquiries, maintaining confidentiality, and working as part of a 24/7 team to ensure reliable information

Qualifications

• Proven ability to communicate clearly with patients and staff.
• Experience in a busy front-line role is desirable.
• Ability to handle confidential information in line with policies.

Responsibilities

• Operate the health board's switchboard and telecommunications.
• Answer and direct internal and external calls promptly and professionally.
• Respond to emergency and urgent calls according to procedures.
• Provide accurate information and assistance to callers.
• Monitor and activate emergency systems when required.
• Maintain confidentiality and follow NHS information governance standards.
• Work as part of a 24/7 team to ensure continuous service.

Skills

Communication

Customer service

Welsh language

Teamwork

Education

NVQ Level 3

NVQ Level 4

Tools

Microsoft Office

Job description

Hywel Dda University Health Board is looking for enthusiastic, professional and customer-focused individuals to join our Switchboard Services Team, supportingboth Glangwili General Hospital and Prince Philip Hospital.

As the first point of contact for many patients, visitors and staff, you will play a vital role in ensuring efficient communication across our healthcare services. This is an excellent opportunity for someone with strong communication skills who thrives in a busy environment and is committed to providing high-quality customer service.

Main duties of the job

As a Switchboard Operator, you will:

• Operate the Health Board's telecommunications and switchboard systems.
• Answer and direct internal and external telephone calls promptly and professionally.
• Respond to emergency and urgent calls in accordance with established procedures.
• Provide accurate information and assistance to callers.
• Monitor and activate emergency response systems when required.
• Maintain confidentiality and comply with NHS policies and information governance standards.
• Work collaboratively as part of a team to ensure a 24/7 service is maintained.

About us

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.

We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.

We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 99 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services

Job responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 30/11/2026

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply

Person Specification

Qualifications and Knowledge

• Educated to NVQ Level 3
• Working knowledge of computerised systems and the ability to use IT packages (e.g. Microsoft Office or equivalent).
• Educated to NVQ Level 4

Experience

• Switchboard / Call Centre experience.
• Experience of working in patient / customer facing role.
• Experience of working in a busy, demanding environment with competing priorities.
• Experience of working in an NHS environment.
• Knowledge of basic medical terminologies

Other

• Ability to work flexibly and to cope with an unpredictable workload.
• Able to work unsocial hours
• A willingness to learn Welsh
• Welsh Speaker (Level 1)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Glangwili General Hospital and Prince Philip Hospital

Glangwili General Hospital and Prince Philip Hospital