Job overview
This is a fantastic opportunity to lead a vital frontline service and make a meaningful impact on patient experience and service delivery across the Health Board.
This post holder will play a central role in shaping and contributing to Health Board initiatives, service developments and organisational plans.
They will actively champion and embed continuous improvement approaches, with a focus on enhancing patient, service-user and staff experience. This includes identifying opportunities to streamline communication pathways, supporting digital transformation, and ensuring the switchboard service consistently meets evolving clinical and operational needs.
Main duties of the job
The Switchboard Manager will lead the delivery of a high-quality, responsive switchboard service across the Health Board, ensuring all internal and external calls are handled efficiently, professionally and with excellent customer care. You will oversee the day-to-day running of the service, ensuring appropriate staffing levels are in place and maintaining service continuity, including 24/7 cover where required.
You will use performance data and service insights to monitor standards, identify trends and drive continuous improvement, helping to enhance the efficiency, quality and responsiveness of the service. Working closely with Digital, Telecoms and operational teams, you will ensure systems and technologies are used effectively and support a reliable service, particularly during periods of high demand or major incidents.
As a visible and supportive leader, you will motivate and develop your team, fostering a positive and inclusive environment where staff feel valued and supported to deliver a patient-centred service. You will also build strong working relationships across clinical and non-clinical teams, ensuring the switchboard function supports operational priorities, critical communications and on-call arrangements.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Detailed job description and main responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 02/07/26
Person specification
Other
Essential
- Ability to travel between Health Board sites in a timely manner
Desirable
- Welsh language skills (Level 3)
Experience
Essential
- Excellent verbal, written, report writing and presentation skills
- Management of conflict / excellent negotiation skills
- Analysis of complex data, problem solving, and benefits analysis
- Proven excellent organisation, administrative and management skills
- Ability to lead a team
- Able to meet deadlines
- Ability to work effectively under pressure
Desirable
- ICT skills inc. All Microsoft Products
- Knowledge of paging systems and various pager types
- Basic pager/ bleep programming
Qualifications and Experience
Essential
- Educated to Degree level or has equivalent experience of operational and line management
- Proven and in-depth knowledge of line managing a large team in a busy and critical environment.
Desirable
- Formal Evidence of personal development
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Applying for this NHS job
This advert is for Switchboard Manager with Hywel Dda University Health Board in Haverfordwest, West Wales, Wales. It is listed as a Band 5 Administrative and IT role. The advertised salary is £32,557 - £39,631 Per annum. The contract type is Permanent. The application deadline is 25 Jun 2026.
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