Switchboard Operator | Liverpool University Hospitals NHS Foundation Trust

Liverpool University Hospitals NHS Foundation Trust; Liverpool; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading healthcare institution in Liverpool is seeking a dedicated Call Centre Operator to manage a high volume of calls efficiently and support hospital emergency communication. The role demands experience in similar environments and familiarity with NHS protocols, as well as the ability to work under pressure as part of a team. Flexibility is essential due to the 24/7 nature of the service. Ideal for individuals seeking impactful roles in healthcare communication.

Qualifications

• Experience in a similar role preferred.
• Ability to operate under pressure.
• Familiarity with NHS terminology.

Responsibilities

• Answer hundreds of calls daily, handling queries quickly and efficiently.
• Manning the hospital emergency call line.
• Monitoring and reporting critical gas alarms for repair.

Skills

Experience working under pressure

Teamwork

Understanding of NHS terminology

Job description

Job Overview

Previous applicants need not apply. The call centre is the main communications hub for the Liverpool University Hospital NHS Foundation Trust, handling approximately 130,000 calls per month and 20,000 outpatient appointment calls per month.

Key Responsibilities

• Answer hundreds of calls daily, handling queries quickly and efficiently using bespoke software packages.
• Manning the hospital emergency call line and liaising with the appropriate emergency teams.
• Maintaining and operating the hospital paging system.
• Monitoring and reporting critical gas alarms for repair.
• Reporting lift entrapments and liaising with those entrapped.
• Operating the iPM system for outpatient appointments and patient enquiries.
• Co‑ordinating the Northwest Ambulance Service (NWAS) booking service.
• Operating internal and external paging systems for on‑call staff and keeping associated records.
• Operating alarm systems and keeping associated records.
• Reception and general clerical duties.
• Updating patient information.
• Re‑booking patient appointments.
• Handling patient search/enquiries.
• Booking transportation.
• Reporting telephone faults to the Communications Supervisor.
• Operating the taxi system and keeping associated records.
• Maintaining a clean and tidy workstation.
• Other appropriate duties as allocated by the supervisor/manager.

Employment Details

One 37.5‑hour post with no set work pattern; you will be working according to the needs of the service. The department operates on a 24/7 service including all bank holidays and weekends, so a flexible approach to work is required.

Applicants who have applied previously (within the last 6 months) are asked not to re‑apply.

Eligibility

This post is open to employees of the five LAASP organisations: The Clatterbridge Centre, Liverpool Heart and Chest Hospital, Liverpool University Hospitals, Liverpool Women’s Hospital, or the Walton Centre. By proceeding you confirm that you are a current employee of one of these organisations. Confirmation will be sought for all successful applicants via an IAT; offers will be withdrawn if the successful applicant is found not to be an employee of a LAASP organisation.

Qualifications & Experience

Previous roles in a similar environment are preferred, as we are looking for someone who has an understanding of NHS terminology and structure. You will need to have experience working under pressure and working as part of a team.

This advert closes on Wednesday 10 Dec 2025.