Main area Switchboard Operator/Administrator Grade Band 3 Contract Permanent: (Enhancements Out of Hours) Hours 18.75 hours per week (Part time nights 4 shifts on 7 shifts off 3 shifts on 7 shifts off recurring) Job ref 387-TS2079-LMG
Employer University Hospitals Bristol and Weston NHS Foundation Trust Employer type NHS Site Bristol Royal Infirmary Town Bristol Salary £25,760 – £27,476 pa pro rata (unsociable hours enhancements) Salary period Yearly Closing 14/06/2026 23:59
Switchboard Operator P/T Nights
Band 3
North Bristol NHS Trust (NBT) and University of Bristol and Weston Hospital Trust (UHBW) are working towards merging as one organisation from summer 2026.
This will not affect staff applying for positions directly with UHBW.
As an organisation we recognise the value of a healthy work‑life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life.
We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under‑represented within the Trust.
Job overview
As the first point of contact for the telecommunication service of the Bristol Hospitals of the Trust, operators are responsible for providing an efficient switchboard/information service 24/7 to all staff and customers of the Trust.
Carry out all aspects of the responsibilities of an operator in a pleasant, courteous and professional manner at all times. Operators will be required to use their own initiative when dealing with situations outside the parameters of procedures.
Main duties of the job
- Responsible for being the first point of contact for 9 of the Trust’s hospitals, for receiving and distributing calls from the public, GP’s, internal callers, other hospitals and agencies etc. Calls can be connected to either extension, exchange lines or to mobile staff via bleeps, mobile phones & 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. Ensuring an appropriate and empathetic response to all.
- Operate the switchboard consoles and Bleep System to provide an efficient telephone service across the Trust.
- Respond in accordance with the designated written procedures when dealing with emergency and non‑emergency requests.
Working for our organisation
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as ‘Good’ overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward‑thinking multi‑award‑winning Trust and a digital exemplar committed to improving patient care, our world‑leading research and innovations are having a positive local and global impact.
Detailed job description and main responsibilities
The main role is to answer calls internal and external from patients, carers and professionals in a calm, friendly and professional manner.
You will come into contact with everyone from patients, relatives, doctors, other colleagues, stakeholders, chief executives of this and other Trusts, callers from NHS England and Clinical Commissioning Groups, contractors and other services.
You will also deal with many emergencies from cardiac arrests to fires and intruder alarms. You are responsible for coordinating these emergencies, ensuring the right people are informed and attend such situations.
Person specification
Knowledge and Experience
- Previous switchboard experience or customer‑focused role
- Working well within a team
- Experience working well under pressure and managing a demanding workload
- Customer care
- NHS experience
- Nights or shift work experience
- Able to retain information and pass it on accurately
- Ability to deal with emergency life or death situations, prioritising responses accordingly
- Work autonomously
- Good time‑keeping and reliability
- Ability to use initiative and resolve issues
Qualifications and Training
- Educated to GCSE standard or equivalent in maths and English
- Qualification in IT or proven use of IT packages
- Customer Service NVQ or equivalent
- Knowledge of data protection and patient confidentiality issues
- Typing/Word processing qualification
Skills and Abilities
- Excellent communication skills including confident and pleasant telephone manner
- Experience with a digital switchboard and multimide bleeps system
- Prepared to train/mentor others
Benefits and Support
- The Trust is committed to investing in and caring for all staff, supporting health and wellbeing and career development through management and training support.
- Flexible working arrangements may be discussed to promote a healthy work‑life balance.
- UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
Equal Opportunities
We are an equal opportunities employer and actively work towards a diverse workforce representing the local population at all levels.
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