WHSCT_Telephonist/Switchboard Operator Band 2

Job details

• Branch: South West Acute Hospital
• Location: South West Acute Hospital
• Directorate: Planning & Service Improvement
• Salary: Band 2 (£24,465)
• Contract Type: To create a waiting list
• Opening Date: 15/05/26
• Closes: Fri, 29 May 2026 @ 3:30 PM
• Interview Dates: To be confirmed

Notes

If you are submitting a manual application, please post it to: Recruitment Shared Services, Rosewood Villa, Longstone Hospital Site, 73 Loughgall Road, Armagh, BT61 7PR. Applications received after the advertised closing date/time cannot be considered, so please allow enough time for postage. “A waiting list may be created for similar posts that may arise while the waiting list is live, this may include temporary or part-time posts. This will be managed in line with the updated HSC waiting list principles effective from 1 April 2026”. Where a part-time waiting list is required, one part-time waiting list will be created- regardless of any specific hours advertised, this waiting list will cover all future vacancies where part-time posts arise. A part-time post is defined as any post that has less than 37.5 hours per week.” Please remember to save or print a copy of the job description before submitting your application, as it will not be accessible afterwards. Flexible Working We welcome flexible working requests from day one. All HSC organisations offer a range of flexible working options. The options available for this post will depend on the requirements of the role. Find out more about flexible working options on our website.

JOB DESCRIPTION

JOB TITLE & BAND: Telephonist / Switchboard Operator Band 2

DEPARTMENT: Support Services Department

DIRECTORATE: Planning, Performance & Corporate Services

INITIAL LOCATION: South West Acute Hospital

REPORTS TO: Head Porter (Helpdesk/Switchboard)

ACCOUNTABLE TO: Support Services Manager

JOB SUMMARY

The post holder will be expected to work as part of a team to deliver an engaging service in telephony and switchboard provision across Trust premises.

MAIN DUTIES & RESPONSIBILITIES

1. Provide telephonist service for internal and external calls.

2. Manage a digital Switchboard system to re-direct calls to the appropriate source as requested.

3. Complete assigned duties in a professional, courteous and clear manner, taking into account of a customer-led focus.

4. Process call and enquiries and efficiently as possible within prescribed standards.

5. Update and maintain electronic and manual records as instructed.

6. Collate, share and update information with colleagues in relation to on-call duty rotas for Trust services.

7. Assess Emergency Alarms and engage in the relevant processes and procedures for said alarms (e.g. fire, gases, cardiac bleeps, etc) and respond when required.

8. Administer the handover and return of specific Trust pagers.

9. Participate in front-of-house duties at the Helpdesk and complete all relevant tasks to this role as and when required.

10. Complete ad hoc general administrative functions within the busy office environment as required (e.g. filing, typing reports, photocopying, etc).

11. Complete any additional tasks or duties as assigned by relevant supervisors and / or Support Services Management.

General Management Responsibilities

The post holder will promote and support effective team working, fostering a culture of openness and transparency. The post holder will ensure that they take all concerns raised with them seriously and act in accordance with ‘Your right to raise a concern (Whistleblowing)’ policy and their professional code of conduct, where applicable.

GENERAL REQUIREMENTS

The post holder will be required to

• Ensure the Trust’s policy on equality of opportunity is promoted through his/her own actions and those of any staff for whom he/she has responsibility.

• Co-operate fully with the implementation of the Trust's Health and Safety arrangements, reporting any accidents/incidents/equipment defects to his/her manager, and maintaining a clean, uncluttered and safe environment for patients/clients, members of the public and staff.

• Adhere at all times to all Trust policies/codes of conduct, including for example: Smoke Free policy, IT Security Policy and Code of Conduct, standards of attendance, appearance and behaviour

• Contribute to ensuring the highest standards of environmental cleanliness within your designated area of work.

• Co-operate fully with regard to Trust policies and procedures relating to infection prevention and control.

• All employees of the WHSCT are legally responsible for all records held, created or used as part of their business within the WHSCT including patients/clients, corporate and administrative records whether paper-based or electronic and also including emails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information act 2000 the Environmental Information Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant with the WHSCT policy and procedures on records management and to seek advice if in doubt.

• Take responsibility for his/her own ongoing learning and development, in order to maximise his/her potential and continue to meet the demands of the post.

• Represent the Trust’s commitment to providing the highest possible standard of service to patients/clients and members of the public, by treating all those with whom he/she comes into contact in the course of work, in a pleasant, courteous and respectful manner.

• The HSC Code of conduct sets out the standards of conduct expected of all staff in the Western Health & Social Care Trust and presents standards of conduct and behaviours required during and after employment with the Trust. Professional staff are expected to follow the code of conduct for their own professions as well as this code.

• Staff members are expected to involve patients, clients, carers and the wider community were relevant, in developing, planning and delivering our services in a meaningful and effective way, as part of the Trust’s ongoing commitment to Personal and Public Involvement (PPI).

Please use the link below to access the PPI standards leaflet for further information. http://www.publichealth.hscni.net/sites/default/files/PPI_leaflet.pdf

• Employees must at all times abide by Trust policies and procedures and the terms of their contract of employment. They must conduct themselves with impartiality, integrity, objectivity and honesty and maintain high standards of personal and professional accountability.

• Employees are expected to demonstrate commitment to the Trust by ensuring regular attendance at work and efficient completion of duties.

• Employees must ensure that they comply with any risk management responsibilities specific to their post, and as set out in the Trust’s Risk Management Strategy.

• The Trust is committed to the development and implementation of systems under Integrated Governance to ensure continuous improvement in the quality of services provided. Employees will be expected to co-operate and work with such systems.

• All information concerning patients and staff must be held in the strictest confidence and may not be divulged to any unauthorized person.

• Employees must ensure that equality and human rights issues are addressed within the post holder’s area of responsibility in accordance with the Trust’s Equality Scheme.

This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

It is a standard condition that all Trust staff may be required to serve at any location within the Trust's area, as needs of the service demand.

HSC Value: Working Together

What does this mean? We work together for the best outcome for people we care for and support. We work across Health and Social Care and with other external organisations and agencies, recognising that leadership is the responsibility of all.

What does this look like in practice? - Behaviours: I work with others and value everyone’s contribution. I treat people with respect and dignity. I work as part of a team looking for opportunities to support and help people in both my own and other teams. I actively engage people on issues that affect them. I look for feedback and examples of good practice, aiming to improve where possible.

HSC Value: Compassion

What does this mean? We are sensitive, caring, respectful and understanding towards those we care for and support and our colleagues. We listen carefully to others to better understand and take action to help them and ourselves.

What does this look like in practice? - Behaviours: I am sensitive to the different needs and feelings of others and treat people with kindness. I learn from others by listening carefully to them. I look after my own health and well-being so that I can care for and support others.

HSC Value: Excellence

What does this mean? We commit to being the best we can be in our work, aiming to improve and develop services to achieve positive changes. We deliver safe, high-quality, compassionate care and support.

What does this look like in practice? - Behaviours: I put the people I care for and support at the centre of all I do to make a difference. I take responsibility for my decisions and actions. I commit to best practice and sharing learning, while continually learning and developing. I try to improve by asking ‘could we do this better?’

HSC Value: Openness & Honesty

What does this mean? We are open and honest with each other and act with integrity and candour.

What does this look like in practice? - Behaviours: I am open and honest in order to develop trusting relationships. I ask someone for help when needed. I speak up if I have concerns. I challenge inappropriate or unacceptable behaviour and practice.

All staff are expected to display the HSC Values at all times