Switchboard/ Helpdesk Operator

Location: Great Western Hospital, Wiltshire

Salary: £12.51 per hour plus enhancements

Schedule: 15 hours per week, working Wednesday and Thursday, 2pm-10pm

As a Switchboard and Helpdesk Operator in our Site Services team, you will provide a timely, professional and effective 24-hour switchboard, helpdesk and emergency response service. Your work will ensure patients, visitors and colleagues receive fast, accurate support at critical moments — helping create a safe, responsive and well-coordinated hospital environment. You will play a key part in managing emergency communications, operating essential systems and supporting colleagues across the site. Your calm approach, attention to detail and commitment to excellent service will directly influence the quality and safety of operations within the hospital.

Responsibilities:

• Connect and transfer internal and external calls in line with service specification criteria.
• Operate the bleep system and emergency phone system to action Major Incidents and emergency team callouts in accordance with Trust processes.
• Follow procedures for replacing faulty or lost bleeps both in and out of hours.
• Maintain full understanding of the Major Incident Plan to respond effectively.
• Manage emergency systems and alarms, including Fire and Building Management Systems, notifying the correct teams when alarms activate.
• Maintain the on-call listing for doctors and key colleagues as directed by the Trust.
• Handle all role-related information with absolute confidentiality.
• Support the development and maintenance of administration systems that ensure effective information management.
• Take responsibility for your workstation and maintain a professional working environment.
• Train new colleagues in all aspects of the role as required.
• Receive and process face-to-face service requests at the Helpdesk.
• Log information into the CARPS database to ensure accurate task allocation.
• Follow and maintain Helpdesk procedures when new processes are introduced.
• Produce, issue and track Keri Security access badges within required timeframes.
• Respond to car park intercom queries and record any faults.
• Support locum doctors by providing required information before duties commence.
• Ensure contractors and visitors sign in correctly with relevant documentation.

Qualifications:

• GCSE-level education (or equivalent), including Maths and English.
• Experience using a switchboard or call-centre system (desirable).
• Strong verbal and written communication skills.
• Good computer literacy, including Microsoft Office.
• A customer-focused approach.
• High attention to detail.
• Confidence working in a pressurised environment with competing priorities.
• The ability to work effectively as part of a team.
• Motivation, initiative and enthusiasm.

Benefits:

• Holidays: 25 days plus bank holidays (pro rata) with option to buy up to five additional leave days each year.
• Pension: Up to 6% contributory pension scheme.
• Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities and a strong focus on internal progression.
• Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service.
• Discounts: Savings across around 1,000 retailers.
• Charity: Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, and the option to donate pennies to the Serco People Fund Charity.
• Employee networks: Dedicated networks supporting inclusion and connection across groups including LGBTQIA+ colleagues, women, parents and carers, people with disabilities, veterans and culturally diverse communities.

Let’s impact a better future, together. Apply today.