Communications Operative

Job overview

** Please state what your preferred site would be in your application (PRH or RSCH)**

Band 3 - plus extra unsocial hour’s enhancements pay for working night shifts.

The telephony staff are normally the initial contact between members of the public, patients, and hospital personnel. The post holder will be required to actively promote a positive and professional image and attitude to both internal and external callers at all times. They will be required to promote a professional manner and communicate effectively with patients, members of the public, GP’s, trust staff, departments, visitors, and suppliers.

Telephony staff are required to operate various computerized systems where IT skills are required, to operate all departmental communication systems and undertake all Switchboard and Telecoms clerical duties.

For further details: Karl Scrase karl.scrase@nhs.net

Main duties of the job

Switchboard Operators are an integral part of a professional team delivering a vital 24-hour communications and support service. Working within a dynamic and fast-paced environment, Operators use a computerised communications system to respond to calls, monitor medical and service alarms, provide helpdesk support, and activate emergency procedures when required. The role requires excellent communication skills, attention to detail, and the ability to prioritise effectively while managing multiple tasks. Operators play a key role in ensuring that emergency response, alarm monitoring, and support services are delivered efficiently and to a high standard at all times. Working both independently and as part of a team, Operators are trusted to use their initiative and judgement when responding to incidents, resolving issues, and supporting service users. The ability to remain calm, focused and professional in changing situations is essential. While the team strives to meet agreed response times, Operators are adaptable and resilient, responding effectively to fluctuations in demand and unexpected situations to maintain continuity of service across the 24-hour operation.

Detailed job description and main responsibilities

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

Operators are often the first point of contact for patients, members of the public and hospital staff, playing a vital role in delivering an excellent customer experience. The post holder will actively promote a positive and professional image of the Trust, providing a courteous, responsive and high-quality service to all callers and service users. The successful candidate will communicate confidently and effectively with patients, members of the public, GPs, Trust staff, departments, visitors and suppliers, ensuring enquiries are handled efficiently and professionally at all times. Working as part of a dedicated team, Operators support the delivery of a 24-hour communication service. Responsibilities include operating computerised communication systems, responding to calls, monitoring medical and service alarms, providing helpdesk support and activating emergency procedures when required. The role is varied and fast-paced, requiring the ability to manage competing priorities while maintaining accuracy and professionalism. Operators are trusted to work independently and use their initiative when responding to incidents, resolving issues and making timely decisions. The ability to remain calm, adaptable and focused in a busy environment is essential to ensuring service standards and response times are maintained. The role requires confidence in using a range of computerised systems and communication technologies. Operators are responsible for the effective operation of departmental communication systems and will undertake a variety of Switchboard and Telecoms administrative duties.

Candidate Information Pack:

https://www.uhsussex.nhs.uk/resources/candidate-information-pack/