Nottingham University Hospitals (NUH) is the biggest employer in Nottingham with >19,000 staff.
Main area Estates & Facilities Grade Band 3 Contract Permanent, 37.5 hours per week, 12‑week rolling day rota between 7am–8pm, weekends and bank holidays. Job ref 164-7999995.
Site: Queens Medical Centre, Town, Nottingham. Salary £25,760–£27,476 per annum. Closing 31/05/2026 23:59.
Job overview
NB: The department is undergoing an Organizational Change process commencing in June 2026, which may impact working pattern and rota. This will not affect the number of positions or the role.
This is an exciting opportunity to join the Estates and Facilities team as a Switchboard Operator. Mainly based at Queens Medical Centre but you will occasionally work from the City hospital.
We require a flexible, motivated person who can assist the public and staff with daily enquiries. Previous switchboard/call centre experience is preferred but all training will be provided. A proficiency in IT skills is required.
On‑call duties: Following an on‑call rota, you will be the on‑call manager for Switchboard & Facilities Operations, handling sickness and system failures, available out of hours Monday‑Friday 4pm‑8am and all weekends and bank holidays. Upon completion of training, the candidate will be required to do on‑call duties.
Main duties of the job
- First point of contact for hospital enquiries from the general public and Trust staff.
- Professional and sympathetic to callers in need of support.
- Put out emergency crash calls to the 22 22 emergency teams via the Blick bleep system and the Everbridge messaging system.
- Respond efficiently and action all on‑call rota’s sent into the department.
- Adhere to all Trust and in‑house policies and procedures.
- Demonstrate excellent organisational skills, be a hardworking team player who works well under pressure, and maintain an approachable manner.
Detailed job description and main responsibilities
- Answer up to 85‑100 calls per day.
- Engage with all callers to resolve their query in one call if possible.
- Respond to all email enquiries in the department inbox.
- Answer all 22 22 calls within a timely manner.
- Conduct daily lift testing.
- Conduct weekly fire alarm testing calls.
- Conduct Blick bleep pager daily testing.
- Assist with doctor change‑over twice yearly.
- Handle on‑call rota’s sent into the department and deal with accordingly.
- Work as part of the team.
Person specification
Training & qualifications
- NVQ Level 2 Call Handling
- Computer Literate
Experience
- Minimum 12 months experience working in a call centre or customer‑focussed setting.
- Experience within a healthcare environment.
Communication and relationships
- Demonstrate effective communication skills with callers/patients/relatives who may be very ill and/or distressed, using a sympathetic and understanding approach.
- Able to calm angry callers, be empathetic and guide confused callers.
- Resolve caller problems using tact and diplomacy.
- Resolve caller problems using tact and diplomacy.
Applicants are kindly requested to refrain from using AI at any stage during the recruitment process.
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic or Disabled, as we are striving to be better represented at NUH.
We are committed to an equal opportunities policy and comply with all UK legislation.
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