Switchboard Shift Operator

About the role

The Switchboard Shift Operator is the first point of contact for the Trust's telecommunication service, delivering a 24/7 telephone support function for staff, patients and external callers across nine hospitals.

Key responsibilities

• Answer, triage and route incoming calls from the public, GPs, internal staff, other hospitals and agencies.
• Connect callers to extensions, exchange lines, mobile staff via bleeps, mobile phones or radio pagers.
• Use initiative and empathy when handling anxious patients, mental‑health concerns, language or disability barriers, media enquiries and complaints.
• Follow written procedures for emergency and non‑emergency requests, ensuring accurate and timely responses.
• Maintain a courteous, professional and pleasant manner at all times while working shift patterns.

Required profile

• Excellent verbal communication and listening skills.
• Ability to remain calm and make decisions under pressure.
• Strong initiative and problem‑solving capability.
• Empathetic approach to diverse callers, including vulnerable patients.
• Willingness to work rotating shifts, including nights and weekends.

Required skills

• Operation of switchboard consoles.
• Use of the Bleep system for mobile staff communication.

What we offer

• Employment within one of the largest acute NHS Trusts in the UK.
• Supportive team environment with comprehensive training.
• Competitive benefits package and opportunities for career development.
• Exposure to a wide range of clinical and administrative services.