Telephonist

Job overview

ICT – Unified Communications Team University Hospitals of Northamptonshire (KGH & NGH)

Please note this is 24 hours, this role includes enhancements for unsocial hours

Tuesday & Wednesday Nightshift 22.00 - 08.00

Friday 17.00 - 22.00

Are you calm under pressure, great with people, and confident using technology? We are looking for an enthusiastic Telephonist to join our busy, friendly Switchboard team – a vital part of our 24/7 hospital service.

This is an exciting time to join us as we work towards our ambitious Group Digital Strategy, aiming to become the most digital hospital group in England. You’ll play a key role in supporting seamless communication across both Kettering General Hospital and Northampton General Hospital.

Main duties of the job

As a Telephonist, you’ll be at the heart of our communication systems, acting as the first point of contact for patients, staff, visitors and partner organisations. Every call you handle helps ensure safe, efficient, and compassionate care.

Your responsibilities will include:

• Professionally operating our Group switchboard consoles and responding to calls courteously and efficiently
• Handling enquiries and connecting outgoing calls
• Managing emergency and non‑emergency paging systems
• Monitoring key alarm systems such as fire alarms, medical gas alarms, pharmacy fridge alarms and other critical alerts
• Ensuring emergency teams are directed quickly and accurately to the right locations
• Providing Out‑of‑Hours reception support when required
• Liaising with clinical and non‑clinical teams across both hospitals
• Updating and maintaining on‑call rotas and key directory information
• Booking taxis for staff, patients or equipment when needed
• Supporting CCTV monitoring within the switchboard area when requested
• Assisting with training new team members
• Working flexibly across day, evening and night shifts, including weekends, to support our essential 24/7 service

Detailed job description and main responsibilities

We're seeking someone who is:

• Confident communicating with a wide range of people, including during distressing or challenging situations
• Able to adapt communication styles to individual needs
• Calm, polite and helpful under pressure
• Skilled in multitasking, prioritising and working accurately
• Comfortable with telephony systems, switchboard tools and keyboard input
• Motivated, resilient and aligned with our Group values:Compassion, Accountability, Respect, Integrity and Courage

Experience within a switchboard or public‑sector communications role is desirable, but not essential — we will provide full training.

Please see attached JD documents for full description of the job.