Switchboard Operator in Leigh

Main area: Estates and Facilities

Grade: NHS AfC: Band 2

Contract: Permanent

This vacancy is open to all internal and external candidates.

Hours: Part time, Flexible working 25 hours per week (OVER 7 DAYS AND REQUIRED TO BE PART OF ON CALL ROTA 1 IN 6. Service is 24/7 / 365 days per year.)

Job ref: 302-25-7709029E

Site: Royal Albert Edward Infirmary

Town: Wigan

Salary: £24,465 per annum, pro rata

Salary period: Yearly

Closing: 18/01/2026 23:59

Job overview: We are seeking three part‑time Telephonists (25 hours per week) to join our dedicated Switchboard Team, which plays a vital role in ensuring safe, responsive communication across the Trust. This is a 24‑hour service, and successful applicants will work rostered shifts with flexibility across day, night, and weekend periods. As a key point of contact for patients, staff and emergency services, the Switchboard Team supports critical operations and contributes directly to patient safety and experience. The post holders will be expected to work flexibly to maintain continuous service during peak times and periods of staff absence. Working days will follow a 4‑week rota pattern and will be discussed at interview. We welcome applications from individuals who can demonstrate adaptability, reliability, and a commitment to supporting a round‑the‑clock service.

Main duties of the job: We are seeking three part‑time Telephonists to provide a comprehensive and confidential telephone service supporting the daily operations of the Hospital Trust. This role is central to delivering an efficient and responsive communications service to staff, patients and external partners. Applicants must have experience handling telephone queries and delivering high‑quality responses to incoming calls from both internal and external sources. Experience in monitoring alarm signals, using bleep systems, and liaising with various departments is advantageous but not essential.

• A flexible and proactive attitude to working hours, including short‑notice cover for colleagues
• A professional and courteous telephone manner
• Desirable experience in a hospital switchboard setting, ideally within an acute care environment
• Basic IT skills, including familiarity with Windows‑based systems
• Confidence in monitoring alarms and responding to emergency scale situations

Our Switchboard Team operates 24 hours a day, 7 days a week. Flexibility is essential to ensure service continuity, particularly during emergency scenarios. The postholder will also participate in the on‑call rota (1 in 6).

Working for our organisation: Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement and living our values.

• People at Heart
• Listen and Involve
• Kind and Respectful

WWL is committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs. At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

Detailed job description and main responsibilities: Key results from the job holder include providing a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors. Responsibilities include:

• Receive and direct as appropriate all incoming and outgoing calls.
• Receive and accurately pass on messages between callers, other Operators and the Switchboard Supervisors.
• Monitor Alarm Systems requiring action to be initiated by the Operator in accordance with the instructions shown or indicated.
• Respond to any Emergency situation, including Cardiac Arrest, Fire Security, Flood and Major Incident as instructed.
• Reception duties including dealing with enquiries from Trust staff and Contractors providing service to the Trust.
• Retention of Keys in a secure system, issuing to authorised staff and maintaining appropriate records of issue and return.
• Operation, including test protocols, of internal and external Paging Systems.

Person specification: Qualifications include evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience. Skills required include good interpersonal skills, ability to function alone on their own initiative, and pleasant telephone manner. Knowledge of how to access information and knowledge of Trust and its departments and functions is also necessary.

Additional requirements: A flexible approach to working pattern, able to work as a lone worker, adapt well under pressure, and speak English to an appropriate standard relevant to their role.