Switchboard Operator

Job overview

As the first point of contact for Aneurin Bevan University Health Board, operators are responsible for providing a fast, friendly and efficient service to all Health Board employees, the general public and other health organisations.

Switchboard Services run on a 24 hour basis and there are various shift patterns. In addition, you may be required to work at any location within the Health Board to ensure continuity. Your hours of duty will be on a rota basis.

We are looking for individuals who have:

• Excellent telephone manner, communication and customer service skills
• The ability to judge the urgency of situations and respond accordingly
• Empathy, tact and diplomacy when dealing with difficult situations
• Excellent organisational skills and methodical in their approach in all aspects of work
• Excellent attention to detail
• Flexibility in working practices and to the needs of the service
• The ability to demonstrate commitment to achieving high quality standards of work
• The ability to work as part of a team and on own initiative
• The ability to work and problem solve under pressure
• The ability to work at other locations
• The ability to attend work on a rotational basis

Operators are required to use their own initiative when dealing with situations outside the parameters of procedures.

Main duties of the job

• Provide a responsive switchboard/information service for 17 locations across the ABUHB geographical area
• Facilitate the Transport Service through arranging requests made via telephone and email
• Facilitate the Interpreting and Translation Service through arranging requests made via telephone and email
• Effectively record and relay calls for child protection in a timely manner
• Support calls for Works and Estates, District Nursing and IT during Out of Hours
• Maintain and compile rota information provided by email for clinical and non-clinical staff necessary for the Out of Hours Service
• Disseminate information of emergency clinical and non-clinical events, including Major Incident, through to appropriate individuals and teams
• Provide assistance in the maintenance of the Internal Directory
• Complete testing of the bleep communication system and programme bleeps appropriately
• Undertake any necessary administrative duties

Candidates are advised to ensure they refer to the attached Person Specification and use the ‘Supporting Information’ section of the application form to detail how they meet the various requirements.

It is necessary to learn Welsh Language Skills when appointed to the 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 or please click “Apply now” to view in Trac.

Applicant requirements

Welsh language skills need to be learnt when appointed to the post