Switchboard Operator (32.5hrs per week)

Job overview

Closing Date: 16.03.25  (this may change dependent on response)

Shortlisting to take place after closing date:  commencing 17.03.25

Interview expected to take place in the week following shortlisting:  commencing 24.03.25

We are looking for an enthusiastic, well-motivated individual to join the well-established Switchboard team at the Bradford Royal Infirmary. The department provides a 24/7 service as the first point of contact for the Trust and our associated hospitals.

We are looking for someone with excellent communication skills, a good level of customer experience, and the ability to remain calm under pressure.

The job holder must be flexible in their approach and must be able to work unsociable hours (nights, weekends and public holidays). The successful candidate will be required to work allocated shifts, and therefore must be fully flexible and available.

Main duties of the job

The Switchboard Service provides a critical function to support the Trust’s telecommunication and call handling, aiming to provide an outstanding experience for all callers. The service also supports emergency call handling and dispatching emergency response teams within the Trust.

At times, Operators will be required to work unsupervised, and may be required to work as lone workers. The post-holder is required to have a flexible approach to ensure that the service is covered 24/7, working a range of shifts across all day parts (including nights, weekends, and public holidays).

Detailed job description and main responsibilities

• To be the first point of contact for incoming calls from the public, professionals, and from internal colleagues.
• To be able to connect calls quickly and in the most appropriate manner to the person or department they require.
• Provide an efficient, effective, and courteous telecommunications service to the organisation and its stakeholders, working to meet the service key targets (KPIs).
• To be professional and kind at all times, and sympathetic to distressed callers
• Work unsupervised and at times as a lone worker
• To use the telephony software accurately, including the digital switchboard system, the electronic directory, paging system, and other systems or records as required.
• Use Outlook, Microsoft Office, as well as bespoke Switchboard Systems as required.
• Manage on-call rotas and daily key staff information sheets, ensuring information is accurate
• Operate as first point of contact for contacting relevant Trust personnel in emergency situations.
• To respond in strict accordance in line with written procedures, policies and action cards as and when required, also using own initiative to resolve new undefined circumstances.
• Monitor the cardiac arrest, fire and alarm panels and take appropriate action in accordance with departmental procedures.
• To act calmly, quickly, and appropriately to any emergency call (including Cardiac Arrest, Fire, Medical Gas Alarms, as well as emergency situations such as Bomb Threats and Major Incidents)
• To carry out daily testing of hospital crash bleep systems and maintaining records of these as required.
• The post holder must keep themselves up to date on all policy changes, new information, and relevant Switchboard information to ensure that they can provide an effective and accurate service Provide a central communication facility for activating the Trust MAJAX Procedure, ensuring clear and precise lines of communication to all relevant parties.
• Support Administration Tasks such as data entry, Filing, photocopying, and sorting of information
• To use clinical systems to obtain basic information (such as locating patients to direct phone calls onward, identifying and arranging appointments, locating and extracting data)
• To undertake training to act as loggists in the event of Major Incident or as and when required

See Job Description for detailed information.