Switchboard Operator

Switchboard Operator About the Role:

This role is a key part of a 24/7 switchboard service operating across multiple Trust sites, acting as the first point of contact for all incoming calls and providing a vital communication link across hospital services. The successful candidate will be required to work on a rota covering day, evening, and weekend shifts, supporting the delivery of a responsive and efficient communications service.

Key Responsibilities:

• Operate the Trust telephone switchboard, handling high volumes of internal and external calls professionally.
• Act as the first point of contact for patients, staff, and external callers.
• Respond to and prioritise emergency calls, including major incidents, cardiac arrests, fire alarms, and other critical situations.
• Follow and implement emergency and major incident procedures, ensuring accurate communication and logging of information.
• Provide information and assistance to callers, demonstrating empathy, tact, and clear communication.
• Maintain accurate records, logs, and documentation of calls, incidents, and system activity.
• Monitor and respond to alarm systems including fire, security, medical gas, and other critical alerts.
• Issue and manage pagers and communication devices.
• Maintain and update internal directories, on call rotas, and system information.
• Support business continuity procedures during system outages or emergencies.
• Liaise with internal departments, emergency services, and senior Trust staff as required.
• Ensure compliance with Trust policies including data protection, confidentiality, and information governance.

Working Pattern:

• Rota based shift work covering Monday to Sunday
• Combination of:
  • 8:00am - 4:00pm
  • 2:00pm - 10:00pm
• Additional cover may be required across a 24/7 service
• Weekend and bank holiday work on rotation

What We're Looking For:

Essential Criteria:

• Minimum of 4 GCSEs (Grade A-C) including English and Maths or equivalent qualification
• OR at least 1-2 years' experience in a switchboard, call centre, or clerical environment

And:

• Strong communication and interpersonal skills
• Experience dealing with high pressure or emergency situations
• Ability to prioritise workload and manage competing demands
• Good IT skills, including Microsoft Office applications
• Ability to remain calm and professional in a fast paced environment
• Team player with the ability to work independently when required

Additional Requirements:

• Flexibility to work shifts including nights, weekends, and bank holidays

What we can offer you:

• Weekly pay
• Holiday pay
• Opportunity to work within a critical healthcare communications environment
• Ongoing rota based work with structured shift patterns

MPA Recruitment is an equal opportunities employer.