Switchboard Operator (XN02)

Leeds Teaching Hospitals; Leeds; On-site; GBP 22,000 - 28,000; Full time

Job summary

A prominent healthcare organization in Leeds is seeking a dedicated call handler to provide high-quality switchboard services. The role includes managing emergency calls, mentoring new staff, and ensuring effective communication within the hospital. Candidates should possess strong communication skills and experience in a call handling environment, alongside relevant qualifications. This position supports vital patient safety operations within the hospital's emergency response framework.

Benefits

Flexible shift patterns

Opportunities for personal development

Qualifications

• Able to follow verbal and written instructions.
• Experience of working in a call centre environment.
• Ability to engage in difficult situations with empathy.

Responsibilities

• Receive and connect calls from external and internal callers.
• Activate emergency procedures for fire and crash calls.
• Mentor and support newly appointed staff.
• Monitor and respond to various alarms and initiate emergency call-outs.

Skills

Calm and rational approach

Friendly personality

Resourcefulness

Good communication skills

Education

NVQ 2 in call handling or equivalent

Educated to GCSE Standard

Tools

Microsoft Office

Computerised switchboard console

Job description

TheSwitchboard Service is the core of Leeds Teaching Hospitals, which includeLeeds General Infirmary, St James University Hospital, Wharfdale, ChapelAllerton and Seacroft. We receive approx. 20.000 calls per week.

Werecently made great changes in Switchboard and use a computer-based platformcall Liberty Converse provided by Netcall.

TheSwitchboard Service is a 24/7 service

TheSwitchboard Service is located within the LGI

Expected ShortlistingDate

09/10/2025

Planned InterviewDate

16/10/2025

Main duties of the job

The Priority of the service is to follow the Leeds Way Values and behaviours and aim to get the caller to the right place at the right time.

A crucial part of the service is supporting the emergency procedures for the Hospitals which include:

Crash Calls- delivering the appropriate message to the Crash team to help save patients life.

Fire Calls- if a fire alarm is activated within the hospital, Switchboard are responsible for ringing the fire brigade and liaising with appropriate emergency teams to make sure the fire is dealt with asap.

Major Incidents, if a major incident happens and the Hospital is needed the Switchboard implement the MAJAX procedure pulling a specialist team to support the incident.

The calls are so varied and often need a string resilient attitude to work under pressure or acute situations.

Overview of your organisation

THE LEEDS WAY VALUES

Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work.

We are committed to delivering the highest quality and safest treatment and care to every patient, every time. We will always be patient-centred, fair, collaborative, accountable and empower our patients and colleagues. The best for patient safety, quality and experience.

About us

Ourvalues are part of what make us different from other trusts, so we see thisas a strength, as well as a responsibility. They have been developed by ourstaff and set out what they see as important to how we work. Our five valuesare:

Accountable

Empowered

Allour actions and endeavours will be guided and evaluated through these values

Additionally,the following are core values which relate specifically to this post:

Thejobholder will place a high value on the quality of service by ensuring thatall documentation is received, checked and processed appropriately, in linewith departmental procedures

Respectthe contribution of all members within the team/department and the importanceof working together to ensure a high standard of patient care

Recognisethe importance of Data Protection and confidentiality

LeedsTeaching Hospitals is committed to our process of redeploying 'at risk'members of our existing workforce to new roles. As such, all our job advertsare subject to this policy and we reserve the right to close, delay or removeadverts while this process is completed. If you do experience a delay in theshortlisting stage of the recruitment cycle, please bear with us while thisprocess is completed, and contact the named contact if you have anyquestions.

Job responsibilities

Thisrole provides a high standard switchboard service and the post holder will berequired to receive a range of calls from both external and internal callersand connect them as appropriate.

Asthe first line of contact for callers the post holder is responsible forproviding an efficient and responsive service as they are the interface forthe hospital.

Theywill also be responsible as the first point of contact in activatingprocedures for the full range of Trust emergency alarms which include Fire,Crash and security.

Thepost holder will operate a screen based (PC) switchboard console which has adatabase which holds all necessary information needed to access the Trust's12,000 extensions.

Theability to learn and retain information regarding numerous Trust services andspecialities in order to deal with patient enquiries.

Thepost holder will be responsible for the effective operating of the Trustpaging systems.

Thepost holder will be required to use the Patient Centre Administration systemto assist with enquiries with regard to outpatient appointments and will workcollaboratively with the referral booking service supporting and making newand follow up bookings as directed.

Mustbe able to communicate effectively and sensitively with a wide range ofpeople including patients, relatives, clinicians and other Trust staff.

Provideboth internal enquiries and Directory enquiries for Trust staff.

PRINCIPALDUTIES & AREAS OF RESPONSIBILITY

Answercalls from both external and internal callers with a prompt and politeresponse and connect them to the appropriate department. This involves usingthe switchboard database and the Patient Administration System, whereappropriate to look up the name/department required and then connecting thecaller as quickly and efficiently as possible.

Tobe fully conversant with and adhere to standard operating procedures,policies and agreed departmental procedures.

Togreet callers, providing an efficient and courteous service connecting themto their required department and offer further assistance and guidance whenrequired.

Accuratelylog all information as required for the purposes of audit/informationincluding identifying necessary improvements.

Usingjudgement, activate the necessary procedure act calmly, quickly and takeimmediate and precise action according to written procedures to alert thecorrect/appropriate service. Ensure the required essential information iscommunicated to allow the incident to be responded to in the appropriatemanner and that the correct resource is deployed.

Beingconversant with, monitoring and responding to a variety of alarms andinitiating emergency and other call outs in the following procedures. Thesealso cover peripheral sites:

FireAlarms

CrashCalls

BombAlerts

Securityand Violent Patient Calls

OxygenAlarms

BloodBank Alarms

BoilerHouse Alarms

MedicalGas Alarms

IntruderAlarms

FridgeAlarms

LiftCalls

Mentorand provide support and guidance to newly appointed staff.

Ensurethe effective operation of the Trust paging system and the Long range pagersby answering callers and using system to contact required staff and thenconnect.

Toensure that any difficulties in implementing emergency and operationalpolicies and procedures are reported immediately at an approriate level.

Providefirst point of contact for the internal enquiry service providing callerswith necessary information required to enable callers to make contact withrequired destination. Also provide a contact point for Directory Enquiriesand connect calls to obtain information they require. Monitor usage of thisservice and report any abuse to supervisor.

Beresponsible for the creation of the daily rota sheet which requiresinformation to be transferred from a number of rotas to produce a single oncall contact document. Be able to interpret on call rotas across the Trustfor Medical and Nursing staff, Executive and Admin, to assist with the task.

Collateinformation on personal call usage and provide information to cashiers forthe creation of appropriate billing.

Followdefined procedures and guidelines where available, using own initiative toresolve new undefined circumstances, such as unusual calls or enquiries fromthe public, referring the issue to the supervisor on call when required.

Provideon call information to other trust staff regarding on call personnel. Thisinvolves looking up sometimes complex rotas with conflicting information onthem.

Issuetemporary mobile phones (out of hours) to on call staff, assess the impact offailed communication equipment and issue temporary when deemed necessary.Maintain equipment inventory for audit purposes.

Inthe event of a lost/stolen mobile phone device (out of hours) advise Truststaff of the procedure to follow and record the information.

Issuetemporary pagers (out of hours) (crash, fire, security) when original becomesfaulty. Record information for supervisor and also inform Trust staff ofcontact changes when required.

Beconversant and able to operate all back up equipment and procedures in caseof failure of the bleep system, switchboard consoles or system failure.

Usesystems including the Patient Administration System (PAS) to advise and helpboth internal and patients/relatives who are experiencing difficultiesgetting through to the correct department.

Outof hours staff must accurately record extension and payphone faults to therelevant internal/external department or agency as directed.

Carryout daily testing of crash team bleeps, record response and provide theinformation for monitoring/audit purposes. Also ensuring peripheral sitebleeps are in working order.

Tobe responsible for own work load and work without direct supervision out ofhours.

Onan ad hoc basis provide switchboard supervisor with changes to telephonenumbers and extensions and other information as necessary to updateswitchboard server.

Participatein a regular rolling programme to review, audit and update information heldon the switchboard console, by contacting users to ensure data integrity.

Completenecessary paperwork to document changes for data input.

Towork flexibly to maintain adequate staffing levels to ensure a 24/7 serviceis maintained. All staff working on this flexible contract are required toprovide cover at short notice in order to maintain essential first line andemergency services.

Anyother appropriate duties delegated by the Switchboard Supervisor.

Person Specification

Qualifications

• Able to follow verbal and written instructions.
• Good general education and literacy
• NVQ 2 or equivalent in call handling
• B.T operator trained.
• Experience of using Microsoft packages.
• Educated to GCSE Standard

Skills & behaviours

• Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate.
• Possesses a friendly helpful personality.
• Able to demonstrate resourcefulness and initiative.
• Promotes good working relationships within the team.
• Supervision is not available during all shifts. The candidate needs to be able to work unsupervised, recognise their own limitations and be able to identify when there is a need for escalation.
• Commits to on-going personal development through the Trusts Performance Review procedures.
• Ability to work in a team but also work independently when dealing with all calls
• Well-developed communication skills written-accuracy a key factor.
• Oral skills clarity essential.
• Able to work flexible shift patterns and work out of hours as and when required.
• Able to fulfil Occupational Health requirements for the post.
• Able to demonstrate a commitment to working additional shifts for relief cover and needs of the service.
• Ability to travel to work to meet with shift commitments.
• Willing to learn new tasks to develop the role.

Experience

• Able to interpret information with precision.
• Computer literate, able to work in a windows environment.
• Able to retain and recall information.
• Able to recognise when procedure must be followed to direction and able to work within its parameters.
• Experience of working in a predominately operational telephone environment e.g. switchboard/call centre.
• Essential proven experience in the use of computerised technology.
• Excellent keyboard skills.
• Proven experience of working in a customer service environment.
• Knowledge of hospital terminology and departments.
• Knowledge and experience of using a database.
• Experience of operating a computerised switchboard console.
• Experience in handling large volume call traffic.