Telecommunications Operator & Admin

Bedfordshire Hospitals NHS Foundation Trust; Bedford; On-site; GBP 22,000 - 28,000; Full time

Job summary

A regional healthcare provider in Bedford seeks a Telecommunications Operator & Admin to deliver a friendly and efficient switchboard service. Key responsibilities include managing emergency calls and providing first point of contact services, while ensuring high-quality customer service. Ideal candidates should possess GCSE qualifications, experience in call centers, and effective communication skills. This position requires a calm demeanor during emergencies and the ability to handle various administrative tasks competently. Competitive training and development opportunities are available.

Benefits

Access to training and development programs

Inclusive work environment

Qualifications

• Experience in a call centre or admin role to handle high volumes of calls.
• Proficiency in using Microsoft tools for data entry and manipulation.
• Ability to communicate complex information clearly.

Responsibilities

• Provide a fast and efficient switchboard service.
• Manage emergency calls and alarms appropriately.
• Deliver high-quality customer service in various situations.
• Log and action maintenance requests.

Skills

Telephone experience

Customer service skills

Ability to remain calm

Database software knowledge

Ability to work under pressure

Education

GCSE or equivalent, including English & Maths

Tools

Microsoft Excel

Job description

Telecommunications Operator & Admin

The closing date is 26 December 2025

To provide a fast, friendly and efficient switchboard facility to Bedford Hospital and its staff, patients and visitors.

To provide 24/7 first point of contact within the Telecoms department.

The post holder will be located at Bedford Hospital NHS Trust, south wing.

Key working relationships

• Nursing staff
• Medical staff
• Patients, families and carers
• Visitors
• Wider multi‑disciplinary teams
• Other hospital wards and departments
• Service providers
• Blue light organisations
• Local authority

To work within and maintain the THRIVE protocols.

Main duties of the job

KEY RESPONSIBILITIES:

• Deal with both patients, public and external contact
• Deal with telephone enquiries in a polite and courteous manner
• Regular contact with multi‑agencies both internal and external
• Monitor and action any activities relating to emergency calls/emergency services
• Monitor any activities relating to alarm activation and take appropriate action
• Announce internal emergency situations over the BLEEP system
• Manage and maintain the BLEEP system
• Additional tasks relevant to daily duties, emergency calls and alarm duties
• Manage, distribute and monitor the return of keys for internal areas and external accommodation
• Create a log of out‑of‑hours maintenance requests
• Provide and receive complex/sensitive information e.g. major incidents, Deaf Help or other clinical information to users; communicate this information in a manner that is understood
• Remain composed at all times
• Distribute and collect BLEEPs in accordance with the on‑call doctor's rota
• Ensure clear, concise directions are given to visitors looking for various departments
• Assist with ad‑hoc duties

About us

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, obstetrics‑led maternity and paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and well‑being of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high‑quality training and development to help you grow your career.

Our values: We recruit individuals who demonstrate the behaviours underpinning our Trust’s core values, with a focus on inclusion, equality, diversity and respect for differences.

Job responsibilities

KEY RESPONSIBILITIES:

• Effective delivery and discharge of Operator duties utilising the Trust’s various telephony systems and Unify platforms.
• Undertake lone working duties as part of a rotating shift pattern for long periods.
• Maintain a high degree of customer service for all support queries and adhere to all service‑management principles.
• Basic Active Directory knowledge
• Provide or receive complex/sensitive information e.g. IT support, major incident, Deaf Help or other clinical/non‑clinical information to users; communicate this information in a manner that is understood.
• Collate, input and maintain accurate information on Trust systems using Microsoft tools; word and excel with ability to manipulate data to provide reports as required.
• Work independently or as part of a team in a pressured environment using own initiative where policy or procedure may be absent.
• Provide and receive routine information requiring tact or persuasive skills, or where there are barriers in understanding, via the main switchboard or face‑to‑face with patients, staff, relatives or service providers.
• Competence in telecommunications support procedures and policies; use own initiative and judgement when dealing with non‑routine activities.
• Progress chasing of faults with appropriate service providers (Netcall, Unify).
• Offer an efficient and friendly service within the department, ensuring all calls are dealt with timely, respectfully and efficiently in line with an appropriate operational level agreement.
• Answer telephone calls promptly in line with the Trust’s telephone operator performance guide.
• Provide first point of contact for the Bedfordshire Deaf community 24h via designated email service to the main switchboard, liaising between the user and Bedford Hospital services.
• Communicate clearly, over the telephone or face‑to‑face; deliver complex information so it is acknowledged and understood.
• Recognise urgent messages and respond appropriately within the role boundaries.
• Handle emotional or distressing situations with professionalism.
• Ensure correct procedures are carried out in the event of any emergency or alarm call via the emergency hotline (2222) – including cardiac arrest, paediatric emergencies, major incidents, bomb threats, security, automated attack alarms, intruder alarms, temperature control alarms.
• Log any call from ambulance service or A&E requesting implementation of the Trust major incident plan without delay.
• Liaise with local authority organisations in the event of a major incident.
• Record bomb threat calls immediately and adhere to bomb threat procedures at all times.
• Additional duties may be required to ensure patient and employee safety.

Person Specification

Person Specification is not provided.

Qualifications

• GCSE or equivalent, including English & Maths

Experience

• Telephone experience (call centre / admin role)
• Previous work with face‑to‑face / direct contact with external parties
• Experience with high call volumes
• Ability to remain calm & professional at all times
• Previous experience of database software, Microsoft / Excel
• Experience of lone working
• Previous NHS experience

Knowledge

• Confident using a keyboard and software packages, Excel, Microsoft
• Ability to take messages and convey them clearly
• Ability to work on own and under pressure & tight deadlines, remaining calm
• Ability to speak a second language
• Knowledge of how hospitals work

Personal Skills

• Polite & enthusiastic
• Willingness to learn on the job
• Ability to stay calm in an emergency situation

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for Disclosure to the Disclosure and Barring Service (formerly CRB) is required.

Bedfordshire Hospitals NHS Foundation Trust