Switchboard Operator

Job overview

Are you calm under pressure, customer-focused and looking for a role where every day makes a difference? Join our busy Switchboard Team at Weston General Hospital and become the vital first point of contact for patients, visitors, clinicians and colleagues across the Bristol NHS Group.

As a Switchboard Operator, you'll handle a high volume of calls, support emergency response procedures, operate paging and communication systems, and help ensure critical information reaches the right people at the right time. From assisting anxious callers to supporting emergency teams and maintaining essential contact information, no two days are the same.

We're looking for someone with excellent communication skills, strong attention to detail, and the ability to stay focused in a fast-paced environment. Previous switchboard, call centre or customer service experience is desirable, along with confidence using IT systems and working as part of a supportive team.

In return, you'll receive full training, opportunities for development, and the chance to work with dedicated colleagues who play a critical role in supporting patient care and hospital operations. This role includes shift working, including evenings, weekends and bank holidays.

If you're reliable, adaptable and committed to delivering outstanding customer service, we'd love to hear from you.

Join us and help keep Weston General Hospital connected, responsive and caring, 24 hours a day.

Main duties of the job

Responsible for being the first point of contact for the hospital, for receiving and distributing calls from the public, GP's, internal callers, other hospitals and agencies etc. Calls can be connected to either an extension, exchange lines or to mobile staff via bleeps, mobile phones and radio pagers.

Use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious patients, patients with mental health problems, language and / or disability barriers, the media, complaints etc. Ensuing an appropriate and empathetic response to all.

To operate the switchboard consoles and bleep system to provide an efficient telephone service across the Trust.

To respond in accordance with designated written procedures when dealing with emergency and non emergency requests including :

• Adult Cardiac Arrest
• Paediatric Cardiac Arrest
• Mental health Psychiatric out of hours contacts
• Fire Alarms
• Medical Gas Alarms
• Blood Bank alarms
• Lift Failure / Entrapment Alarms
• Major Haemorrhage
• Pharmacy Alarms
• Panic Alarms
• intruder Alarms
• Major Incident Procedures
• Power Failures / Leaks
• Media Enquiries
• Switchboard Failures
• Paging System Failure

Detailed job description and main responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

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.