About this role
Job summary
Hywel Dda University Health Board is looking for enthusiastic, professional and customer-focused individuals to join our Switchboard Services Team, supporting both Glangwili General Hospital and Prince Philip Hospital.
As the first point of contact for many patients, visitors and staff, you will play a vital role in ensuring efficient communication across our healthcare services. This is an excellent opportunity for someone with strong communication skills who thrives in a busy environment and is committed to providing high-quality customer service.
Main duties of the job
As a Switchboard Operator, you will:
Operate the Health Board's telecommunications and switchboard systems. Answer and direct internal and external telephone calls promptly and professionally. Respond to emergency and urgent calls in accordance with established procedures. Provide accurate information and assistance to callers. Monitor and activate emergency response systems when required. Maintain confidentiality and comply with NHS policies and information governance standards. Work collaboratively as part of a team to ensure a 24/7 service is maintained.
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 description 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 14.08.2026
Person Specification
Qualifications and Knowledge Essential
Educated to NVQ Level 3 Working knowledge of computerised systems and the ability to use IT packages (e.g. Microsoft Office or equivalent).
Desirable
Educated to NVQ Level 4
Experience Essential
Switchboard / Call Centre experience. Experience of working in patient / customer facing role.
Desirable
Experience of working in a busy, demanding environment with competing priorities. Experience of working in an NHS environment. Knowledge of basic medical terminologies
Other Essential
Ability to work flexibly and to cope with an unpredictable workload. Able to work unsocial hours A willingness to learn Welsh
Desirable
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Hywel Dda University Health Board
Address Glangwili General Hospital and Prince Philip Hospital
Dolgwili Road and Bryngwyn Mawr
Carmarthen and Llanelli
SA14 8QF
United Kingdom
Employer's website https://hduhb.nhs.wales/ (Opens in a new tab)