Switchboard Shift Operator
The closing date is 14 June 2026.
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.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, with a combined workforce of over 13,000 staff and over 100 different clinical services across 10 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 is a forward‑thinking, multi‑award‑winning Trust and a digital exemplar committed to improving patient care.
As an equal opportunities employer, UHBW actively works towards a diverse workforce and is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
Job responsibilities
You will be responsible for taking calls from patients, relatives, doctors, other colleagues, stakeholders, chief executives, NHS England and Clinical Commissioning Groups, contractors and other emergency and non‑emergency services.
You will be dealing with medical emergencies, fire and intruder alarms and will need to coordinate these ensuring the right people are informed and directed to the emergency.
We deal with approx. 400 rotas on a daily basis and coordinate these for hospital staff.
Person Specification
Knowledge and Experience
- Previous switchboard experience or customer‑focused role
- Experience of working well within a team
- Experience of working well under pressure and managing a demanding workload
- Customer care
- NHS experience
- Able to retain information and pass on accurately
- Ability to deal with emergency/life‑or‑death situations and prioritise responses accordingly
- Work autonomously
- Good time‑keeping and reliability
Qualifications and Training
- Educated to GCSE standard or equivalent in maths and English
- Qualification in IT or proven use of IT packages
- Knowledge of data protection and patient confidentiality issues
- Customer Service NVQ or equivalent
Skills and Abilities
- Excellent communication skills, including a confident and pleasant telephone manner
- Experience of using a digital switchboard and multitone bleeps system
- Prepared to train/mentor others
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) will be required.
Salary: £25,760 to £27,476 a year (unsociable hours enhancements)
#J-18808-Ljbffr…