Choose Well - Choose WWL
Job overview
We are seeking three part-time Telephonists (25 hours per week) to join our dedicated Switchboard Team, which plays a vital role in ensuring safe, responsive communication across the Trust. This is a 24-hour service, and successful applicants will work rostered shifts with flexibility across day, night, and weekend periods.
As a key point of contact for patients, staff, and emergency services, the Switchboard Team supports critical operations and contributes directly to patient safety and experience. The post holders will be expected to work flexibly to maintain continuous service during peak times and periods of staff absence.
Working days will follow a 4-week rota pattern and will be discussed at interview. Participation in the On-Call rota is required.
We welcome applications from individuals who can demonstrate adaptability, reliability, and a commitment to supporting a round-the-clock service.
If you’d like to arrange a visit to meet our fantastic Switchboard Team and learn more about the role, please contact the recruiting manager to arrange a mutually convenient time.
This vacancy is open to internal and external candidates.
Please note: Applicants who have previously received feedback indicating they did not meet the essential criteria should only reapply if they can demonstrate how they have strengthened their application since that decision.
Main duties of the job
We are seeking three part-time Telephonists to provide a comprehensive and confidential telephone service supporting the daily operations of the Hospital Trust. This role is central to delivering an efficient and responsive communications service to staff, patients, and external partners.
Applicants must have experience handling telephone queries and delivering high-quality responses to incoming calls from both internal and external sources. Experience in monitoring alarm signals, using bleep systems, and liaising with various departments is advantageous but not essential.
The successful candidate will demonstrate:
• A flexible and proactive attitude to working hours, including short-notice cover for colleagues
• A professional and courteous telephone manner
• Desirable experience in a hospital switchboard setting, ideally within an acute care environment
• Basic IT skills, including familiarity with Windows-based systems
• Confidence in monitoring alarms and responding to emergency situations
Our Switchboard Team operates 24 hours a day, 7 days a week. Flexibility is essential to ensure service continuity, particularly during emergency scenarios. The postholder will also participate in the on-call rota (1 in 4).
Working for our organisation
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement and living our values.
·People at the Heart
·Listen and Involve
·Kind and Respectful
·ONE Team
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.
At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.
Detailed job description and main responsibilities
Key results from the job holder
1. Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
2. Receive and direct as appropriate all incoming and outgoing calls.
3. Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
4. Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
5. Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
6. Reception type duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
7. Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
8. Operation, including test protocols, of internal and external Paging Systems.
Person specification
Qualifications
Essential criteria
9. Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent
Experience
Essential criteria
10. Experience of handling telephone queries within an office environment.
11. Able to work within a team
Desirable criteria
12. Customer Care Awareness
13. Dealing with people, preferable via Telephone
14. Previous Hospital Experience
Skills
Essential criteria
15. Good interpersonal skills
16. Ability to function alone on their own initiative
17. Keyboard Skills
Knowledge
Essential criteria
18. Understand how to access information
Desirable criteria
19. Knowledge of Trust and its departments and functions
Additional
Essential criteria
20. A flexible approach to working pattern
21. Able to work as a lone worker
22. Adapt well under pressure
23. Pleasant telephone manner
24. Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.