Switchboard Operator x 2

Job overview

2 x Part-Time Switchboard Operators

Westmorland General Hospital

We are looking to recruit two part-time Switchboard Operators to join our friendly team providing switchboard services for Westmorland General Hospital, Furness General Hospital, and the Royal Lancaster Infirmary.

The Switchboard, is based at Westmorland General Hospital and operates as a 24-hour service, 7 days a week, providing a vital communications and emergency response function across the Trust.

The average working hours are 20 hours per week over three days, with shifts primarily scheduled between 8:00am and 9:30pm. Rotas will be issued six weeks in advance, and individual working patterns and availability will be discussed at interview.

As a Switchboard Operator, you will manage incoming telephone calls, emergency communications and critical alarm systems, playing a key role in maintaining a safe, effective and responsive service for patients, visitors and staff.

Main duties of the job

• Act as the first point of contact for internal and external enquiries, providing a professional, calm and courteous service.
• Manage incoming telephone calls, emergency communications, and critical alarm activations, including fire, medical gas, blood fridge, lift and boiler alarms.
• Operate the hospital bleep system and coordinate emergency responses, including cardiac arrests, fire alarms and major incidents across Trust sites.
• Liaise with clinical teams, medical staff, managers on call, Estates, IT and external emergency services to support effective service delivery and emergency response.
• Maintain accurate on-call rotas, contact records and other service information in line with Trust policies and procedures.
• Coordinate transport services, including taxis, Blood Bikers and Medical Support, ensuring cost-effective solutions are used where appropriate.
• Support operational services by arranging short-notice staff cover, monitoring security systems and coordinating porter allocators services as required.
• Undertake mandatory and role-specific training and contribute to the delivery of a safe, responsive and efficient 24-hour Switchboard service.

This job description is not intended to be exhaustive. The post holder may be required to undertake other duties appropriate to the grade and nature of the role. The description will be reviewed periodically and amended as necessary to meet the needs of the service.

Detailed job description and main responsibilities

The Switchboard Operator provides a professional 24-hour communication service for the Trust, acting as the first point of contact for patients, visitors, staff and external organisations. The post holder is responsible for handling high volumes of incoming and outgoing calls, coordinating emergency communications, monitoring critical alarms and ensuring information is communicated accurately and efficiently.

The role supports patient safety, patient flow and operational continuity through the timely handling of emergency calls, major incidents and other urgent communications. Responsibilities include coordinating porter allocations to ensure inpatients attend essential appointments, investigations and treatments in a timely manner. The post holder is required to work independently, prioritise competing demands and respond appropriately in a pressurised environment while maintaining a high standard of customer service.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.