Switchboard Operator - Peterborough | North West Anglia NHS Foundation Trust

North West Anglia NHS Foundation Trust; Cambridgeshire and Peterborough; On-site; GBP 20,000 - 28,000; Full time

Job summary

A healthcare organization in Cambridgeshire seeks a Switchboard Operator to provide call handling services. As a member of a supportive team, you'll operate a telephone system, respond to emergencies, and maintain a professional demeanor. Experience in customer service is essential. Applicants are required to be flexible for shift work, including nights and weekends.

Qualifications

• Ability to deal with calls tactfully and diplomatically while under pressure.
• Current or recent experience in a busy switchboard is desirable.
• Willingness to undergo a comprehensive training programme.

Responsibilities

• Operate screen-based consoles associated with the telephone system.
• Respond immediately to emergency and resuscitation calls.
• Record unusual occurrences and complaints in the Occurrence Log.

Skills

Customer service experience

Excellent communication skills

Tactful and diplomatic telephone manner

Interpersonal skills

Organisational skills

Job description

Overview

Have you considered applying your people skills to build a career in customer service?

Our switchboard team is offering you a major opportunity to join the team and build a career as a Switchboard Operator based at Peterborough City Hospital. You will be a valuable member of a friendly and supportive well-established team of telephonists providing services to Trust members and the general public 365 days a year, 24 hours a day, 7 days a week. You will help ensure the smooth running of our hospitals by providing an efficient call handling service, answering emergency calls, monitoring and responding to various alarm systems.

We are offering enhanced rates for unsociable hours cover.

You will join North West Anglia NHS Foundation Trust to help improve our services. You will join a rotational shift pattern covering 24-hours/day and 365 days/annum including nights, weekends and public holidays. You will be required to work independently when covering the night shift. Flexibility is essential as you may be required to change duties or work at short notice to cover for absences and holidays.

Responsibilities

• Operate the screen-based consoles associated with the telephone system and peripheral equipment such as internal pagers and associated paging terminals, emergency telephones and emergency alarms.
• Answer Emergency and Resuscitation Calls immediately and respond appropriately, as well as acknowledge all alarm systems located in the Switchboard room and respond appropriately including informing the necessary individuals/departments.
• Record all unusual occurrences, complaints or equipment failure in the Occurrence Log.

Qualifications and Skills

• You will have customer service experience, excellent communication skills and telephone manner.
• Current or recent experience of working in a busy switchboard is desirable, but it is essential that you are able to deal with calls in a tactful, diplomatic and courteous manner at all times, demonstrating good interpersonal and organisational skills, even when working under pressure.
• We believe in personal and professional development and offer a comprehensive 6-week training programme to acquire the right knowledge and skills.

Diversity, Inclusion and Benefits

We are committed to promoting diversity and inclusion in our workforce and encourage applications from people of all backgrounds, with a special focus on welcoming individuals from disabled, Black, Asian, and Minority Ethnic (BAME) communities, as well as those from our local area. In line with our dedication to employee support, we offer a variety of benefits. For more information, please see the attached staff benefits leaflet.

Additional Information

We strive to create a supportive and inclusive workplace where employees feel valued and empowered to excel in their roles. Please see detailed Job Description and Person Specification for more information regarding this role.

This advert closes on Tuesday 4 Nov 2025.