A Switchboard Operator at Hywel Dda University Health Board,provides a vital front-line telecommunications service for hospitals, staff,patients, visitors, emergency services, and the public. The role supports thesafe and efficient operation of NHS services 24 hours a day.
The post is much more than answering phones. It is acritical operational role that helps coordinate communication across hospitalsites, supports emergency responses, and ensures patients, staff, and thepublic can quickly access the right services.
This fast-paced and rewarding role requires excellentcommunication skills, a welcoming approach and the confidence to use yourinitiative when handling a wide range of enquiries, transferring calls andescalating issues appropriately. If you thrive on helping people, enjoyproblem-solving and take pride in providing outstanding customer service, thisis a fantastic opportunity to make a real difference every day.
Main duties of the job
As a Switchboard Operator, you will:
- Answer and direct incoming calls promptly and professionally.
- Provide a friendly first point of contact for patients, visitors, staff, GPs, and external organisations.
- Monitor and respond to emergency calls, including cardiac arrest and major incident procedures.
- Operate paging systems and contact on-call staff when required.
- Monitor alarms such as fire, security, and medical gas alerts, taking appropriate action in line with procedures.
- Maintain and distribute on-call rotas and directory information.
- Follow Health Board policies relating to confidentiality, data protection, information governance, and health and safety
- Provide cover across a 24/7 service, including nights, weekends, and bank holidays.
About us
Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.
We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.
We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.
Our services are provided in:
- Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
- Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
- Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
- 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 99 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
- Numerous mental health and learning disabilities services
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 30/07/2026
Person Specification
Qualifications and Knowledge
- Educated to NVQ Level 3
- Working knowledge of computerised systems and the ability to use IT packages (e.g. Microsoft Office or equivalent).
- Educated to NVQ Level 4
Experience
- Switchboard / Call Centre experience
- Experience of working in patient / customer facing role.
- Experience of working in a busy, demanding environment with competing priorities
- Experience of working in an NHS environment
- Knowledge of basic medical terminologies.
Other
- Ability to work flexibly and to cope with an unpredictable workload
- Able to work unsocial hours.
- A willingness to learn Welsh
- Welsh Speaker (Level 1)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
£26,813 to £27,890 a yearper annum (pro rata if part time)
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