Job summary
Switchboard Operator/Front Desk Receptionist
Division: Estates & Facilities
Band: 2
Salary: £24,465 per annum/pro rata
Interview Date: Week Commencing 25th August 2025
We are recruiting for a Switchboard Operator/Receptionist (Main Enquiries)who shares our ambition and vision to deliver theBest of Care by the Best Peopleand has the drive to take us forward, by ensuring that the Trust continues to be the first choice for patients and our staff.
Main duties of the job
To provide an efficient, high quality professional and courteous telecommunications and reception service to doctors, staff, colleagues, health service professionals, patients and visitors in line with Trust requirements in order to provide a high level of customer service while maintaining safe and helpful hospital environment.
To initiate appropriate procedures regarding emergency situations that arise.
The post holder will be required to liaise and communicate effectively with internal and external partners.
Our values areBold,Every Person Counts,Sharing and Open andTogether. It is important that you understand and to refer to our values when completing your application and always reflect our values throughout your employment with the Trust.
We are committed to endorsing diversity, multiculturalism, and inclusion; our policies / procedures ensure that all applicants are treated fairly at every stage of the recruitment process.
To contribute to our exciting future and become part of our team, apply today.
About us
Do you have the ambition and vision to deliver our mission of theBest of Care by the Best of People providing excellent care, every time?
Here at Medway, we pride ourselves on working together as one to ensure that our shared vision is achieved for our patients.
As a key partner in the healthcare of our local population, we are keen to deliver this as an outcome of our Trust-wide strategy - Patient First. Using an Operational Excellence approach to align our priorities and operational management structures, we are just over a year and half into our Patient First deployment. We are looking for creative, skilled people to join our Transformation Team and further support us on this journey.
Our culture and values define us here at Medway NHS Foundation Trust and are the heartbeat of who we are as an organisation.
Our BEST values underpin Patient First and are at the core of the care we give to our patients, the support we offer to our staff and our overall leadership approach:
B - Bold
E - Every person counts
S - Sharing and open
T - Together
Our Trust is a great choice for people who want to develop their career in an ambitious and dynamic environment; our employees are able to choose the coverage and supplemental benefits that best fit their needs and those of their families. This includes the promotion of flexible working opportunities across the Trust.
Job description
Job responsibilities
Operate a professional and efficient service to a busy telephone switchboard and main enquiries desk. To ensure that callers are connected appropriately and in a timely fashion
Maintain up to date information regarding extension numbers and other relevant general information to provide an efficient service
Manage the bleep system including the programming, issuing, documentation and instructions on use of bleeps
Operate and manage the emergency phone system to ensure that cardiac arrests, fire alarms and emergency calls are dealt with effectively and in a timely manner. This includes the assessment of the call and initiation of appropriate procedure. All action must be fully documented
Instigate the Major Emergency procedure to alert appropriate hospital personnel and document progress and all action taken
Greet and welcome guests as soon as they arrive at the reception desk
Direct visitors to the appropriate person and location / departments
Answer, screen and forward incoming phone calls
Book taxis and maintain database for finance at the end of each month
Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
Provide basic and accurate information in-person and via phone/email
Job description
Job responsibilities
Operate a professional and efficient service to a busy telephone switchboard and main enquiries desk. To ensure that callers are connected appropriately and in a timely fashion
Maintain up to date information regarding extension numbers and other relevant general information to provide an efficient service
Manage the bleep system including the programming, issuing, documentation and instructions on use of bleeps
Operate and manage the emergency phone system to ensure that cardiac arrests, fire alarms and emergency calls are dealt with effectively and in a timely manner. This includes the assessment of the call and initiation of appropriate procedure. All action must be fully documented
Instigate the Major Emergency procedure to alert appropriate hospital personnel and document progress and all action taken
Greet and welcome guests as soon as they arrive at the reception desk
Direct visitors to the appropriate person and location / departments
Answer, screen and forward incoming phone calls
Book taxis and maintain database for finance at the end of each month
Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
Provide basic and accurate information in-person and via phone/email
Person Specification
Qualifications
Essential
- Educated to GCSE or equivalent in English and Mathematics
- NVQ 2 Level or equivalent experience
Knowledge
Essential
- To have knowledge of operating a busy switchboard is desirable but training will be provided
- Must understand and comply with Data Protection Act and maintain confidentiality at all times
- Working knowledge of Microsoft Packages (essentials include outlook, excel & word), ability to use internet and email applications
Experience
Essential
- To have experience working under pressure in an emergency environment
- General reception experience
- Previous switchboard and office experience, preferably within a health service environment
- Experience of working in a changing environment
- Experience of independent working
- Strong experience of answering telephone calls and responding in a timely courteous manner
- Working in a pressurised environment, responding to numerous daily deadlines and ever changing priorities
Skills
Essential
- Computer literate - in particular able to use Microsoft programs including Excel and email
- Excellent communication skills - written and verbal
- Exceptional telephone and people skills
- Ability to prioritise effectively
- To be professional and articulate
- To be able to work efficiently and methodically
Desirable
- To be conversant with aspects of the hospital switchboard function would be desirable but training will be provided
Values Based Question
Essential
- How would you ensure you represent MFT in a positive way?
Person Specification
Qualifications
Essential
- Educated to GCSE or equivalent in English and Mathematics
- NVQ 2 Level or equivalent experience
Knowledge
Essential
- To have knowledge of operating a busy switchboard is desirable but training will be provided
- Must understand and comply with Data Protection Act and maintain confidentiality at all times
- Working knowledge of Microsoft Packages (essentials include outlook, excel & word), ability to use internet and email applications
Experience
Essential
- To have experience working under pressure in an emergency environment
- General reception experience
- Previous switchboard and office experience, preferably within a health service environment
- Experience of working in a changing environment
- Experience of independent working
- Strong experience of answering telephone calls and responding in a timely courteous manner
- Working in a pressurised environment, responding to numerous daily deadlines and ever changing priorities
Skills
Essential
- Computer literate - in particular able to use Microsoft programs including Excel and email
- Excellent communication skills - written and verbal
- Exceptional telephone and people skills
- Ability to prioritise effectively
- To be professional and articulate
- To be able to work efficiently and methodically
Desirable
- To be conversant with aspects of the hospital switchboard function would be desirable but training will be provided
Values Based Question
Essential
- How would you ensure you represent MFT in a positive way?
Disclosure and Barring Service Check
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
