Telecommunications Operator & Admin | Bedfordshire Hospitals NHS Foundation Trust

Bedfordshire Hospitals NHS Foundation Trust; England; On-site; GBP 23,000 - 30,000; Full time

Job summary

A leading NHS healthcare provider in England is seeking a dedicated operator for its switchboard services. The role involves efficiently handling communications within Bedford Hospital, providing first contact support, and managing emergency procedures. Candidates must demonstrate strong customer service and communication skills, ideally with prior telecommunications experience. Join a committed team and contribute to exceptional patient care in a busy healthcare environment.

Benefits

Access to training and development programs

Commitment to diversity and inclusion

Qualifications

• Previous experience in a customer-facing role is desirable.
• Ability to work independently in a busy environment and manage multiple tasks.
• Proficient in using various telephony systems.

Responsibilities

• Provide efficient switchboard services to hospital staff and patients.
• Manage emergency calls and follow established procedures.
• Assist with ad hoc duties related to telecommunications support.

Skills

Customer service skills

Communication skills

Active Directory knowledge

Telecommunications support

Education

Relevant qualifications in telecommunications or customer service

Tools

Microsoft Word

Microsoft Excel

Job description

JOB SUMMARY

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
• Deaf community
• Telecoms department

To work within and maintain the THRIVE protocols.

KEY RESPONSIBILITIES

• Deal with patients, public and external contact.
• Deal with telephone enquiries in a polite and courteous manner.
• Maintain regular contact with multi‑agency internal and external partners.
• Monitor and act on any activities relating to emergency calls and 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.
• Perform 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, other clinical information) to users and communicate this information in an understandable manner.
• 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.
• Operate effectively and discharge 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.
• Provide basic Active Directory knowledge.
• Collate, input and maintain accurate information on Trust systems using Microsoft tools (Word and Excel) and provide reports as required.
• Work independently or as part of a team in a pressured environment, using initiative where policy or procedure may be absent.
• Show proficiency in telecommunications support procedures and policies and exercise judgement for non‑routine activities.
• Progress chase faults with appropriate service providers (Netcall, Unify).
• Offer an efficient and friendly service within the department, ensuring all calls are dealt with in a timely, respectful and efficient manner and in line with operational level agreements.
• Answer telephone calls promptly in line with the Trust’s telephone operator performance guide.
• Provide first point of contact for the Bedfordshire Deaf community 24 hours a day via designated email service to the main switchboard, liaising between the user and Bedford Hospital services on their behalf.
• Communicate clearly, over the telephone or face to face, delivering complex information so that it is acknowledged and understood by others.
• Understand and recognise urgent messages, ensuring appropriate response and action within role boundaries.
• Communicate within situations that are often emotional and distressing.
• Execute correct procedures during emergencies or alarm calls communicated via the emergency hotline (2222) – including cardiac arrest, all other clinical emergencies, major incidents & bomb threats, security, automated attack alarms, intruder alarms, temperature control alarms.
• Log and follow procedure without delay for any call from the Ambulance Service or the Trust’s Accident and Emergency Departments requesting implementation of the Trust Major Incident plan.
• Liaise with local authority organisations in the event of a major incident.
• Record immediately any call regarding a bomb threat and adhere to the Bomb Threat procedures at all times.

ABOUT THE TRUST

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 wellbeing 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. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

OUR VALUES

We not only recruit based on qualifications and experience – we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values‑based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering the first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarise yourself with all requirements of the job.

This advert closes on Friday 26 Dec 2025.