Switchboard Operator P/T Nights

North Bristol NHS Trust (NBT) and University of Bristol and Weston Hospital Trust (UHBW) are working towards merging as one organisation from summer 2026.

This will not affect staff applying for positions directly with UHBW.

As an organisation we recognise the value of a healthy work-life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life.

We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust.

Click on this link to find out about our values https://www.uhbw.nhs.uk/p/about-us/our-trust-values

Please note the use of AI is monitored and if applicants have used it then they are required to declare this.

Job overview

As the first point of contact for the telecommunication service of the Bristol Hospitals of the Trust, operators are responsible for providing an efficient switchboard/information service 24/7 to all staff and customers of the Trust.

Carry out all aspects of the responsibilities of an operator in a pleasant, courteous and professional manner at all times. Operators will be required to use their own initiative when dealing with situations outside the parameters of procedures

• Responsible for being the first point of contact for 9 of the trusts Hospitals, for receiving and distributing calls from the public, GP’s, internal callers, other Hospitals and agencies etc. Calls can be connected to either extension, exchange lines or to mobile staff via bleeps, mobile phones & Radio pagers.
• To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious patients, patients with mental health problems, language and /or disability barriers, the media, complaints etc. Ensuring an appropriate and empathetic response to all.
• To operate the switchboard consoles and Bleep System to provide an efficient telephone service across the Trust.

To respond in accordance with the designated written procedures when dealing with emergency and non- emergency requests

Working for our organisation

Anonymous information will be used from your application in order to ensure we’re meeting our pledge.

Detailed job description and main responsibilities

The main role is to answer calls internal and external from patients, careers and professionals in a calm, friendly and professional manner.

You will come into contact with everyone from patients, relatives, Doctors, other colleagues, Stake Holders, Chief Executives of this and other Trusts, Callers from NHS England and Clinical Commissioning Groups, Contractors and other services.

You will also deal with many emergencies from Cardiac Arrests to Fires and Intruder alarms. We Just co-ordinate these emergences making sure the right people are informed and attend such situations.

Person specification

Knowledge and Experience

• previous switchboard experience or customer focused role
• working well within a team
• Experience of work well under pressure and managing a demanding workload

• Customer care
• NHS experience
• Nights or shift work

Aptitudes

• Able to retain information and pass on accurately
• Ability to deal with Emergency Life or Death Situations Prioritising responses accordingly
• Work Autonomously
• Good time keeping and reliability
• Ability to use initiative and resolve issues

Qualifications and Training

• Educated to GCSE Standard or Equivalent in Maths and English
• Qualification in IT or proven use of IT packages

• Customer Service NVQ or equivalent
• Knowledge of Data Protection and Patient Confidentiality issues.
• Typing/Word Processing Qualification

Skills and Abilities

• Excellent communications skills including confident and pleasant telephone manner
• to have used a digital switchboard and Multitone bleeps system
• prepared to train/mentor others
• Good Spelling Skills

• As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge.
• The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.
• UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
• To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.
• If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.
• The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
• By applying for this post, you are agreeing to University Hospitals Bristol and Weston NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
• Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

IMPORTANT:

Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form.

Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore, please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide interviews should usually take place within 3 weeks of the closing date.

When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.