Switchboard Operator (Withybush)
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. Two positions available for 24 hours contract.Main duties of the job
As a Switchboard Operator, you will:
- Answer and direct incoming calls promptly and professionally.
- Provide a friendly first point of contact for patients, visitors, staff, GPs, and external organisations.
- Monitor and respond to emergency calls, including cardiac arrest and major incident procedures.
- Operate paging systems and contact on-call staff when required.
- Monitor alarms such as fire, security, and medical gas alerts, taking appropriate action in line with procedures.
- Maintain and distribute on-call rotas and directory information.
- Follow Health Board policies relating to confidentiality, data protection, information governance, and health and safety
- Provide cover across a 24/7 service, including nights, weekends, and bank holidays.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
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 07/10/26
Person Specification
Qualifications and Knowledge
- 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).
- Educated to NVQ Level 4
Experience
- Switchboard / Call Centre experience
- Experience of working in patient / customer facing role.
- Experience of working in a busy, demanding environment with competing priorities
- Experience of working in an NHS environment
- Knowledge of basic medical terminologies.
Other
- Ability to work flexibly and to cope with an unpredictable workload
- Able to work unsocial hours.
- A willingness to learn Welsh
- 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.
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.
Employer details
Employer name
Hywel Dda University Health Board
Address
Withybush General Hospital
Fishguard Road
Haverfordwest
SA61 2PZ
United Kingdom
Employer's website
https://hduhb.nhs.wales/