Switchboard Operator

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., 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.
  
  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.
  
  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