At a Glance
- Tasks: Manage high volumes of calls and coordinate communication across hospital sites.
- Company: Join Hywel Dda University Health Board, a key player in NHS healthcare services.
- Benefits: Flexible working hours, competitive salary, and the chance to make a real difference.
- Other info: Opportunity for career growth and support for learning Welsh.
- Why this job: Be the vital link in healthcare, helping patients and staff access essential services.
- Qualifications: Experience in switchboard or customer-facing roles is essential.
The predicted salary is between 26813 - 27890 £ per year.
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. As a Bank Switchboard Operator, you would work on a flexible basis to cover annual leave, sickness absence, and periods of increased service demand, helping to ensure the continuity of communications across the organisation.
Main duties of the job
- Operating the switchboard system and manage high volumes of telephone calls.
- Direct calls accurately and courteously to the appropriate departments, staff, or services.
- Provide information and assistance to patients, visitors, staff, and external agencies.
- Respond promptly to emergency and major incident procedures, activating on-call and bleep systems when required.
- Maintain accurate records of calls, messages, and contact information.
- Monitor and use communication systems including telephones, pagers, radios, and emergency alert systems.
- Ensure confidentiality and comply with data protection and information governance requirements.
- Deliver excellent customer service at all times, remaining calm and professional under pressure.
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.
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.
Person Specification
Qualifications and Knowledge
- Essential: 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).
- Desirable: Educated to NVQ Level 4.
Experience
- Essential: Switchboard / Call Centre experience. Experience of working in patient / customer facing role.
- Desirable: Experience of working in a busy, demanding environment with competing priorities. Experience of working in an NHS environment. Knowledge of basic medical terminologies.
Other
- Essential: Ability to work flexibly and to cope with an unpredictable workload. Able to work unsocial hours. A willingness to learn Welsh.
- Desirable: Welsh Speaker (Level 1).
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.
Bank Switchboard Operator (Carmarthenshire) in Llanelli 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
StudySmarter Expert Advice🤫
We think this is how you could land Bank Switchboard Operator (Carmarthenshire) in Llanelli
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We think you need these skills to ace Bank Switchboard Operator (Carmarthenshire) in Llanelli
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
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Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Hywel Dda University Health Board.
How to prepare for a job interview at Hywel Dda University Health Board
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Hywel Dda University Health Board's industry and how you can respond empathetically and effectively!
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Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
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You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
