Switchboard Operator

Transformationunitgm; Swansea; On-site; GBP 25,000 - 27,000; Full time

Job summary

A prominent healthcare organization in the UK is seeking a full-time Switchboard Operator to join their team in Swansea. This role involves operating a computer-based switchboard console, responding to alarms, and providing a 24/7 efficient service. Candidates must be bilingual, with excellent communication skills, and previous experience in a customer-focused environment is preferred. This position offers opportunities for professional development in a supportive work environment, accommodating various work shifts.

Qualifications

• Experience working in a fast-paced customer-focused environment.
• Experience operating a telephone switchboard is advantageous.
• Demonstrable experience in a call handling role.

Responsibilities

• Operate a computer-based switchboard console and respond to alarms.
• Provide responsive and efficient switchboard service 24/7.
• Respond to Medical Emergency calls and initiate Emergency procedures.

Skills

Good communications skills

Attention to detail

Ability to work as part of a team

Welsh speaker

Education

Educated to Vocational Level 3 or equivalent

NVQ or equivalent in Call Handling or Customer Services

Tools

Computer/Keyboard Skills

Job description

Main area Switchboard Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week (2 x 37.5-hour per week and 1 x 15-hour per week. The service operates 24hours a day/365 days a year) Job ref 130-EA002-0126-W

Employer Swansea Bay University Health Board Employer type NHS Site Morriston Hospital Town Swansea Salary £25,313 - £26,999 per annum pro rata Salary period Yearly Closing 27/01/2026 23:59

Switchboard Operator

Band 3

Welcome to Swansea Bay University Health Board. We welcome applications from people who share our values: caring for each other, working together and always improving.

Swansea Bay University Health Board reserve the right to close this vacancy after 24 hours if a large number of suitable applications are received. Therefore we encourage early applications to ensure consideration for this post.

Prior consideration for this vacancy will be given to staff currently awaiting redeployment and we therefore reserve the right to withdraw this advert at any stage.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Job overview

We are looking for additional switchboard staff to join our team in Swansea.

At the moment, we have an opening for two 37.5-hour per week roles, along with a 15-hour per week position.

Your duties will include operation of a computer based switchboard console, monitoring and responding to a variety of alarms and emergency conditions. There will also be some administration duties involved with the day to day running of a busy switchboard.

Candidates for the post should have previous experience of working in a fast paced customer focused environment. Ideally candidates will have experience operating a telephone switchboard, however full training will be provided.

Good communications skills, attention to detail and the ability to work as part of a team are essential. Experience of working in a similar, fast paced environment would be an advantage.

Successful candidates will be required to work days, evenings, nights and bank holidays, and must be flexible to the needsof the serviceand be prepared to attend at short notice.

We welcome informal enquiries regarding this role. Candidates are encouraged to visit the department prior to submitting their application.

Main duties of the job

As the first point of contact for the telecommunication service of the Swansea Bay UHB, operators are responsible for providing a responsive and efficient switchboard / information service 24/7 to all service users

To develop and maintain an understanding of the organisations functions including departments working practices and medical terminology to ensure accurate connection and assistance to callers

Respond to all Medical Emergency calls, activating Emergency procedures in accordance with Health Board Policies & Procedures and following the departmental recording and reporting process.

Respond to Alarms, initiating Emergency procedures in accordance with Health Board Policies & Procedures, applying departmental recording and reporting process.

Respond to Major Incident alerts, activating Major Incident Procedures in accordance with the HB and Hospital Major Incident Plans.

The ability to speak Welsh is essential for this post.

Working for our organisation

We believe staff are our best asset and we want you to be happy and confident about starting your career here in Swansea Bay University Health Board.

As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation.

You might be a nurse or doctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - we have a job for you.

There are also apprenticeships, work placements and volunteering roles available.

We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled.

Our values - Caring For Each Other, Working Together and Always Improving, show that our commitment to equality is at the heart of everything we do.

If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery, with all the benefits of a thriving and cosmopolitan city - look no further.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac

Person specification

Qualifications

• Educated to Vocational Level 3 or able to demonstrate the equivalent level of knowledge skills and experience
• Knowledge of Switchboard processes, polices and information systems in order to deal with a range of routine and non-routine activities.
• NVQ or equivalent in Call Handling or Customer Services

Experience

• Demonstrable experience in a call handling role/fast moving customer service environment
• Computer/Keyboard Skills
• Experience of following set procedures
• Hospital/Healthcare Environment and terminology

Skills/Abilities

• Welsh speaker
• Effective inter-personal skills with the ability to deal with people at all levels
• Multi-tasking, prioritise duties according to level of urgency
• To work as part of a team

Swansea Bay University Health Board is committed to supporting its staff and processes to fully embrace the need for bilingualism thereby enhancing service users experience. In our commitment to increase the number of staff able to communicate in Welsh with patients and professionals, we would particularly welcome applications from Welsh speakers.

Equality remains at the centre of the Health Boards policy-making, service delivery and employment practices. We value the diversity of our staff and welcome applications from people from protected groups under the Equality Act 2010, this specifically includes age, gender, sexual orientation, gender identity/reassignment, race, religion, disability, pregnancy and maternity and marriage and civil partnership.

We are a Disability Confident Employer and applications are welcomed from persons with disabilities. A disability will not prejudice your application. If you are unable to submit your application in the requested format because of a disability please contact the Recruitment Team, who will agree a more suitable way for you to apply. All disabled applicants who meet the essential criteria listed in the Person Specification will be invited to interview.

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

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