Main area Digital Services Switchboard Grade Band 3 Contract Permanent Hours Part time - 24 hours per week (Shift working, includes evenings, nights and weekends) Job ref 100-EA092-1126
Site Glangwili General Hospital and Prince Philip Hospital Town Carmarthen and Llanelli Salary £26,813 - £27,890 Per annum, pro rata Salary period Yearly Closing 22/11/2026 23:59 Interview date 30/11/2026
Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.
Job overview
Hywel Dda University Health Board is looking for enthusiastic, professional and customer-focused individuals to join our Switchboard Services Team, supportingboth Glangwili General Hospital and Prince Philip Hospital.
As the first point of contact for many patients, visitors and staff, you will play a vital role in ensuring efficient communication across our healthcare services. This is an excellent opportunity for someone with strong communication skills who thrives in a busy environment and is committed to providing high-quality customer service.
Main duties of the job
As a Switchboard Operator, you will:
- Operate the Health Board’s telecommunications and switchboard systems.
- Answer and direct internal and external telephone calls promptly and professionally.
- Respond to emergency and urgent calls in accordance with established procedures.
- Provide accurate information and assistance to callers.
- Monitor and activate emergency response systems when required.
- Maintain confidentiality and comply with NHS policies and information governance standards.
- Work collaboratively as part of a team to ensure a 24/7 service is maintained.
Working for our organisation
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
Detailed job description and main 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 30/11/2026
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply
Qualifications and Knowledge
- Educated to NVQ Level 3
- 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)
Hywel Dda University Health Board operates a bilingual policy. All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.
Switchboard Operator (Carmarthenshire) employer: Hywel Dda University Health Board
Hywel Dda University Health Board is an exceptional employer, offering a collaborative work environment where you can thrive as a Salaried GP. With a supportive multidisciplinary team and a focus on professional development, you'll have access to various growth opportunities while serving a diverse patient population in the beautiful setting of Solva. The blend of remote and face-to-face care ensures flexibility and innovation in your practice, making it a rewarding place to work.
Contact Details:
Hywel Dda University Health Board Recruitment Team
