Switchboard Operator

About the role

As a Switchboard Operator you will join a dedicated team delivering a 24/7 telephone service for the Royal United Hospitals Bath NHS Foundation Trust and the wider community. You will be the first point of contact for patients, visitors and external partners, providing accurate information and routing calls efficiently.

Key responsibilities

• Provide accurate information and guidance to internal and external customers in line with Trust policies.
• Handle a wide range of enquiries with professionalism, discretion and efficiency.
• Respond to complex and sensitive situations, demonstrating sound judgement and initiative.
• Communicate effectively with diverse individuals, including anxious patients, mental health callers and those with language or accessibility barriers.
• Manage media enquiries and complaints with empathy, maintaining a calm, customer‑focused approach.
• Ensure courteous treatment of all callers, accurate routing of incoming and outgoing calls, and timely transfer of messages via the Bleep/paging system.
• Follow prescribed emergency procedures for incidents such as fire, cardiac arrest, major incidents, bomb threats and other critical events.

Required profile

• Excellent communication skills and the ability to remain calm under pressure.
• Strong judgement, discretion and empathy when dealing with sensitive situations.
• Ability to work as part of a team delivering a continuous service.
• Commitment to treating all callers with dignity and respect.

Required skills