About this role
Job summary
A Switchboard Operator at Hywel Dda University Health Board, provides a vital front-line telecommunications service for hospitals, staff, patients, visitors, emergency services, and the public. The role supports the safe and efficient operation of NHS services 24 hours a day.
The post is much more than answering phones. It is a critical operational role that helps coordinate communication across hospital sites, supports emergency responses, and ensures patients, staff, and the public can quickly access the right services.
This fast-paced and rewarding role requires excellent communication skills, a welcoming approach and the confidence to use your initiative when handling a wide range of enquiries, transferring calls and escalating issues appropriately. If you thrive on helping people, enjoy problem-solving and take pride in providing outstanding customer service, this is a fantastic opportunity to make a real difference every day. As a Bank Switchboard Operator, you would work on a flexible, temporary basis to cover annual leave, sickness absence, and periods of increased service demand, helping to ensure the continuity of communications across the organisation.
Main duties of the job Main duties of the job will include:
Operating the switchboard system and manage high volumes of telephone calls. Direct calls accurately and courteously to the appropriate departments, staff, or services. Provide information and assistance to patients, visitors, staff, and external agencies. Respond promptly to emergency and major incident procedures, activating on-call and bleep systems when required. Maintain accurate records of calls, messages, and contact information. Monitor and use communication systems including telephones, pagers, radios, and emergency alert systems. Ensure confidentiality and comply with data protection and information governance requirements. Deliver excellent customer service at all times, remaining calm and professional under pressure
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 12/10/26
Person Specification
Qualifications and Knowledge Essential
Educated to NVQ Level 3 or equivalent relevant experience 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 Switchboard across the Health Board
Carmarthen, Llanelli, Haverfordwest, Aberystwyth
SA31 2AF
United Kingdom
Employer's website https://hduhb.nhs.wales/ (Opens in a new tab)