Overview
The Switchboard operator role is a challenging and dynamic position for someone who uses initiative to provide excellent customer service through a wide variety of tasks. The post holder will be the first point of contact for the Trust, communicating with the general public, staff, health professionals and emergency services in a courteous and friendly manner. They are responsive to the needs of the trust and its users, handling extensive call volumes and supporting administrative duties.
Training and support are provided; the post holder will work from established guidelines to deliver a professional and courteous service. The role includes data entry and maintenance of spreadsheets and databases, and other basic information systems and internal forms used across the service/directorates. After in-house training, the post holder will work unsupervised on Switchboard and related administrative tasks during the shift, responding to interruptions from colleagues, telephone and email.
Main duties
* Demonstrate good written and verbal communication with service users and staff; act professionally and responsibly with customers, acknowledging barriers to understanding, cultural differences and diversity.
* Work with all levels of staff, including clinicians and senior managers, contractors and stakeholders; provide general non-clinical information and guidance to staff, patients, clients, relatives and carers.
* Communicate effectively with external stakeholders (GPs, other hospitals, ambulance services, local authorities, police and councils) and take appropriate action.
* Maintain discretion and confidentiality across electronic, written and oral media.
* Receive and provide information of a sensitive and complex nature on a regular basis.
* Maintain effective working relationships with Estates Helpdesk, maintenance, accommodation and cleaning services; develop and maintain communication with people.
Responsibilities (Operations)
Provide a fast, efficient and friendly operator service; respond to emergency and urgent IT/telephony system failures; log calls and alarms on shared drives with accurate data. Ensure emergency procedures are carried out promptly; priority is given to all emergency calls. Switchboard operates 24/7 with 12-hour shift patterns (days and nights) as requested by the Team Leader/Manager; respond to emails promptly and manage switchboard-related tasks and ID badges.
Experience and Qualifications
Qualifications
* Good general education (GCSEs) including English and mathematics or equivalent
* Relevant vocational qualification (equivalent to Microsoft Office MOST, ECDL or related)
* Vocational Level 3 / BTEC in IT/IM&T or information systems related subject (or relevant experience)
Experience
* Knowledge of Windows systems; ability to manipulate data in Excel, Word, PowerPoint and other bespoke systems
* NHS Switchboard/Call Centre experience
* Keen customer-service focus and experience with variable shift patterns
Additional Criteria
* Good working knowledge of PC hardware, operating systems and Microsoft IT packages
* Comfort with IT systems and a willingness to learn new IT skills
* Previous experience in healthcare or a large complex organisation
Other Information
This post is subject to the Rehabilitation of Offenders Act; a DBS disclosure may be required.
Employer details
Employer: Somerset NHS Foundation Trust
Location: Musgrove Park Hospital, Musgrove Road, Taunton, Somerset, TA1 5DA
Details
Date posted: 11 September 2025
Pay scheme: Agenda for change | Band: 3 | Salary: £24,937 to £26,598 a year
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