Switchboard Operator & Real Time Admission Clerk **Internal Only**

Transformation Unit; Harrogate; Hybrid; GBP 25,000 - 27,000; Part time

Benefits offered by this job

Inclusive culture

Staff Recognition

Employee Support and wellbeing

Staff Benefits

Job summary

Harrogate and District NHS Foundation Trust is seeking a Switchboard Operator & Real Time Admission Clerk. The role covers answering calls, retrieving patient case notes, and supporting a busy hospital front desk.

Starting at Band 2 with in-house training of up to 12 weeks, progression to Band 3 is possible. The post is 22.5 hours per week, fixed-term for maternity cover until September 2027, with a 24/7 shift pattern and enhanced pay for unsociable hours.

Qualifications

• Competent in the use of MS Office (Word, Excel, Outlook).
• Recent, relevant activity delivering customer service as part of a team.
• Experience with NHS switchboard/call centre operations and NHS computerised records.

Responsibilities

• Answering calls and retrieving patient case notes from the in-house Library and other hospital departments.
• Demonstrate clear telephone communication, behave professionally under pressure, and switch between tasks quickly.
• Work a variable 24/7 rota and progress from Band 2 to Band 3 after in-house training.

Skills

MS Office

Communication

Customer service

Teamwork

IT literacy

NHS experience

Switchboard experience

Shift flexibility

NHS computerised records

Tools

PCS

Job description

Main area Switchboard Grade NHS AfC: Band 3 Contract Fixed term: 10 months (Maternity Cover until September 2027 - Training typically takes up to 12 weeks but may be completed sooner depending on previous experience.) Hours Part time - 22.5 hours per week (We are a 24/7 service. Shifts are worked 2 or 3 over 7. Candidates must be able to cover all shift types, including Long Days and Nights, as well as weekend working.) Job ref 421-CORP-4016C

Employer Harrogate and District NHS Foundation Trust Employer type NHS Site Harrogate District Foundation Trust Town Harrogate Salary £25,272 - £27,476 Band 2 - Band 3 progression after training Salary period Yearly Closing 06/10/2026 23:59

Switchboard Operator & Real Time Admission Clerk **Internal Only**

NHS AfC: Band 3

Job overview

**Internal applicants only**

If you have experience of providing great customer services, then this is the role for you.

This vacancy is for 22.5 hours a week a fixed term until September 2027.

We would support a secondment from an internal candidate, but you must have approval from your manager prior to applying.

Candidates must be able to work a 24/7 shift pattern that includes a mixture of shifts seven days a week. Shift types include Long Day 1 (06:30 to 18:45), Long Day 2 (08:30 to 20:45), Night (18:30 to 06:45) and a Float Shift, which typically runs from 08:30 to 16:30 but may be adjusted slightly to meet service needs. There is also an option to split a long day with a colleague; however, this is an ad hoc local arrangement and cannot be guaranteed.

Successful candidates will commence at Band 2 and once appropriate in-house training has been completed will progress to a Band 3. Training typically takes up to 12 weeks but may be completed sooner depending on previous experience.

Please note - remote interviews will not be an option, only face to face interviews.

Main duties of the job

This is a busy and varied role and in addition to answering calls, part of the role involves retrieving patient case notes, predominantly from the in-house Library but also from other departments or offices within the hospital.

We are looking for individuals whohave fantastic communication skills to work in this busy, challenging and rewarding environment.They must have a clear telephone voice, be computer literate, used to working under pressure and able to switch between tasks quickly and efficiently.

This role will commence at Band 2 whilst undergoing a supervised training period of up to 12 weeks within Switchboard to gain the administrative and technical experience required for the role. It may be possible for candidates to complete the training sooner dependent upon previous relevant experience.Upon successful completion of the In-house Training Programme, performance measures and they have demonstrated appropriate working practices based on Trust Values and behaviours, the post holder will then move to a permanent Band 3 post.

Please note, the department is unable to support a fixed shift pattern therefore candidatesmustbe able to work a variable 24/7 rota pattern.

Unsociable hours including evenings, overnight and weekends will be paid at an enhanced rate.

Working for our organisation

At Harrogate and District NHS Foundation Trust we provide outstanding care to both our patients and our staff. We support staff through benefits, health and wellbeing initiatives and opportunities for personal and professional development.

• An inclusive and supportive culture our Trust encourages staff to bring their whole selves to work and active Staff Networks identify areas for improvement.
• Staff Recognition - as well as regular appraisals, we recognise staff with our Making a Difference, Team of the Month Awards & Colleague Recognition Awards
• Employee Support and wellbeing - we have a comprehensive Employee Assistance Programme, counselling service and fast track physiotherapy service for employees.
• Staff Benefits - We have a range of staff benefits and schemes to support staff health, engagement, wellbeing and inclusion.

Detailed job description and main responsibilities

For more information please see the job description and person specification attached.

This job description gives only the principal duties and responsibilities of the post and the post holder may be required to perform other ad hoc duties. This job description is subject to review in accordance with any change in Trust policy or future development.

Person specification

Experience

• Competent in the use of MS Office. Word, Excel, Outlook.
• Recent, relevant activity working as a team member to deliver customer service.
• Evidence of extensive use of IT to support daily working activity over a minimum of 2 years
• Punctual and reliable. Willing and able to enthusiastically engage with a mentally and physically stimulating role at all times. Able to cover shifts at short notice including working unsociable hours.
• NHS experience
• Knowledge of / trained in PCS
• NHS Switchboard/Call Centre experience
• Experience of variable shift working an advantage.
• Experience of NHS computerised records and filing systems

Employer certification / accreditation badges

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.