Switchboard Operator

Job overview

Bank Switchboard Operator Flexible Working Hours

We are looking for enthusiastic, reliable, and customer-focused individuals to join our Bank Switchboard Team at the James Paget University Hospital.

As a Switchboard Operator, you will be the first point of contact for staff, patients, visitors, and external organisations, providing a professional and efficient communication service across the Trust. You will play a vital role in supporting hospital operations and helping to ensure patient safety through the accurate handling of calls, messages, and emergency communications.

This is a varied and fast-paced role where no two shifts are the same. Working on the Trust Bank offers flexibility, allowing you to work shifts that support both service requirements and your personal commitments. Shifts may be available across days, evenings, nights, weekends, and bank holidays.

No previous switchboard experience is required; however, excellent communication skills, a positive attitude, and the ability to remain calm under pressure are essential. Comprehensive training will be provided over a six-week induction and training programme, ensuring you have the knowledge and confidence to perform the role effectively.

This is an excellent opportunity for someone who enjoys working in a busy healthcare environment and is committed to delivering a high-quality service to patients, colleagues, and visitors.

Main duties of the job

• Provide a professional, efficient, and courteous telephone operator service for internal and external callers using the Trust's computerised telecommunications systems.
• Act as a key point of contact for staff, patients, visitors, and partner organisations.
• Handle and direct calls promptly, accurately, and professionally.
• Monitor and respond to critical hospital alarms and alerts, including: Fire alarms Intruder alarms Blood fridge failure alarms Oxygen alerts Other emergency notifications
• Fire alarms
• Intruder alarms
• Blood fridge failure alarms
• Oxygen alerts
• Other emergency notifications
• Follow established procedures and escalate incidents appropriately to support the safety of patients, staff, and visitors.
• Communicate effectively with a diverse range of callers, adapting communication styles to meet individual needs and overcome barriers to understanding.
• Demonstrate professionalism, empathy, discretion, and compassion in all interactions.
• Manage calls from distressed, anxious, or vulnerable individuals in a calm and reassuring manner.
• Signpost or escalate callers to the appropriate healthcare professional, department, or service when required.
• Support the delivery of a 24-hour, 365-day switchboard service.
• Provide flexible cover for shifts across days, nights, weekends, and bank holidays.
• Assist with covering sickness absence and annual leave, including at short notice when necessary.
• Maintain high standards of customer service while working in a busy and often pressurised environment.

Detailed job description and main responsibilities

Please see the Job Description and Person Specification for a full and comprehensive overview for this position.

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.