Job summary
This
is a full-time post, based at LGI, working flexibly Monday to Sunday. Shifts
are allocated within a rota system and include day and night shifts, which are
non-negotiable. This arrangement ensures the smooth operation of our 24-hour
service.
As
the first point of contact for patients, NHS staff, and members of the public,
the successful candidate will provide a high standard of clerical and telephone
support. Delivering excellent customer service is essential in this role.
Key
Requirements:
Excellent communication and
interpersonal skills
Good IT skills
A flexible and adaptable approach to
work
Ability to prioritise workload
effectively
Ability to work both independently
and as part of a team
This
is an important front-facing role within the hospital, requiring
professionalism, empathy, and efficiency at all times.
For
further information or to arrange an informal discussion, please contact:
Simone
Corcoran
0113 3925040
Expected Shortlisting
Date
12/03/2026
Planned Interview
Date
19/03/2026
Main duties of the job
The
Switchboard Service is the core of Leeds Teaching Hospitals, which include
Leeds General Infirmary, St James University Hospital, Wharfdale, Chapel
Allerton and Seacroft. We receive approx. 20.000 calls per week.
We
recently made great changes in Switchboard and use a computer-based platform
call Liberty Converse provided by Netcall.
The
Switchboard Service is a 24/7 service
The
Switchboard Service is located within the LGI.
Main
duties of the job
The
Priority of the service is to follow the Leeds Way Values and behaviours and
aim to get the caller to the right place at the right time.
A
crucial part of the service is supporting the emergency procedures for the
Hospitals which include:
Crash
Calls- delivering the appropriate message to the Crash team to help save
patients life.
Fire
Calls- if a fire alarm is activated within the hospital, Switchboard are
responsible for ringing the fire brigade and liaising with appropriate
emergency teams to make sure the fire is dealt with asap.
Major
Incidents, if a major incident happens and the Hospital is needed the
Switchboard implement the MAJAX procedure pulling a specialist team to
support the incident.
The
calls are so varied and often need a string resilient attitude to work under
pressure or acute situations.
About us
Our
values are part of what make us different from other trusts, so we see this
as a strength, as well as a responsibility. They have been developed by our
staff and set out what they see as important to how we work.
We
are committed to delivering the highest quality and safest treatment and care
to every patient, every time. We will always be patient-centred, fair,
collaborative, accountable and empower our patients and colleagues. The best
for patient safety, quality and experience.
Our
values are part of what make us different from other trusts, so we see this
as a strength, as well as a responsibility. They have been developed by our
staff and set out what they see as important to how we work. Our five values
are:
Patient-centred
Collaborative
Fair
Accountable
Empowered
All
our actions and endeavours will be guided and evaluated through these values
Leeds
Teaching Hospitals is committed to our process of redeploying 'at risk'
members of our existing workforce to new roles. As such, all our job adverts
are subject to this policy and we reserve the right to close, delay or remove
adverts while this process is completed. If you do experience a delay in the
shortlisting stage of the recruitment cycle, please bear with us while this
process is completed, and contact the named contact if you have any
questions.
Job description
Job responsibilities
This
role provides a high standard switchboard service and the post holder will be
required to receive a range of calls from both external and internal callers
and connect them as appropriate.
As
the first line of contact for callers the post holder is responsible for
providing an efficient and responsive service as they are the interface for
the hospital.
They
will also be responsible as the first point of contact in activating
procedures for the full range of Trust emergency alarms which include Fire,
Crash and security.
The
post holder will operate a screen based (PC) switchboard console which has a
database which holds all necessary information needed to access the Trust's
12,000 extensions.
The
ability to learn and retain information regarding numerous Trust services and
specialities in order to deal with patient enquiries.
The
post holder will be responsible for the effective operating of the Trust
paging systems.
The
post holder will be required to use the Patient Centre Administration system
to assist with enquiries with regard to outpatient appointments and will work
collaboratively with the referral booking service supporting and making new
and follow up bookings as directed.
Must
be able to communicate effectively and sensitively with a wide range of
people including patients, relatives, clinicians and other Trust staff.
Provide both internal enquiries and
Directory enquiries for Trust staff.
To answer all calls in a professional and
timely manner. They should maintain a courteous approach with callers and
assist them in reaching their required destination.
The
post holder will provide information to Trust staff using the information
supplied in the on call rotas.
The
post holder will be responsible for dealing with all emergency calls and
making sure that the relevant personnel attend when required.
Job description
Job responsibilities
This
role provides a high standard switchboard service and the post holder will be
required to receive a range of calls from both external and internal callers
and connect them as appropriate.
As
the first line of contact for callers the post holder is responsible for
providing an efficient and responsive service as they are the interface for
the hospital.
They
will also be responsible as the first point of contact in activating
procedures for the full range of Trust emergency alarms which include Fire,
Crash and security.
The
post holder will operate a screen based (PC) switchboard console which has a
database which holds all necessary information needed to access the Trust's
12,000 extensions.
The
ability to learn and retain information regarding numerous Trust services and
specialities in order to deal with patient enquiries.
The
post holder will be responsible for the effective operating of the Trust
paging systems.
The
post holder will be required to use the Patient Centre Administration system
to assist with enquiries with regard to outpatient appointments and will work
collaboratively with the referral booking service supporting and making new
and follow up bookings as directed.
Must
be able to communicate effectively and sensitively with a wide range of
people including patients, relatives, clinicians and other Trust staff.
Provide both internal enquiries and
Directory enquiries for Trust staff.
To answer all calls in a professional and
timely manner. They should maintain a courteous approach with callers and
assist them in reaching their required destination.
The
post holder will provide information to Trust staff using the information
supplied in the on call rotas.
The
post holder will be responsible for dealing with all emergency calls and
making sure that the relevant personnel attend when required.
Person Specification
Qualifications
Essential
- Able to follow verbal and written instructions.
- Good general education and literacy
- NVQ 2 or equivalent in call handling
Desirable
- B.T operator trained.
- Educated to GCSE Standard
- Experience of using Microsoft packages.
Experience
Essential
- Clear speaking voice/telephone manner.
- Able to retain and recall information.
- Able to recognise when procedure must be followed to direction and able to work within its parameters.
- Experience of working in a predominately operational telephone environment e.g. switchboard/call centre.
- Essential proven experience in the use of computerised technology.
- Excellent keyboard skills.
- Proven experience of working in a customer service environment.
Desirable
- Knowledge of hospital terminology and departments.
- Knowledge and experience of using a database.
- Experience of operating a computerised switchboard console.
- Experience in handling large volume call traffic
Skills & behaviours
Essential
- Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate.
- Possesses a friendly helpful personality.
- Able to demonstrate resourcefulness and initiative.
- Promotes good working relationships within the team.
- Supervision recognise their own limitations and be able to identify when there is need for escalations.
- Commits to on going personal development through the Trusts Performance Review procedures.
- Ability to work in a team but also work independently when dealing with all calls
- Well developed communication skills written-accuracy a key factor.
- Oral skills clarity essential.
- Able to work flexible shift patterns and work out of hours as and when required.
- Able to fulfil Occupational Health requirements for the post.
- Able to demonstrate a commitment to working additional shifts for relief cover and needs of the service.
- Good attendance record.
- Ability to travel to work to meet with shift commitments.
- Willing to learn new tasks to develop the role.
Person Specification
Qualifications
Essential
- Able to follow verbal and written instructions.
- Good general education and literacy
- NVQ 2 or equivalent in call handling
Desirable
- B.T operator trained.
- Educated to GCSE Standard
- Experience of using Microsoft packages.
Experience
Essential
- Clear speaking voice/telephone manner.
- Able to retain and recall information.
- Able to recognise when procedure must be followed to direction and able to work within its parameters.
- Experience of working in a predominately operational telephone environment e.g. switchboard/call centre.
- Essential proven experience in the use of computerised technology.
- Excellent keyboard skills.
- Proven experience of working in a customer service environment.
Desirable
- Knowledge of hospital terminology and departments.
- Knowledge and experience of using a database.
- Experience of operating a computerised switchboard console.
- Experience in handling large volume call traffic
Skills & behaviours
Essential
- Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate.
- Possesses a friendly helpful personality.
- Able to demonstrate resourcefulness and initiative.
- Promotes good working relationships within the team.
- Supervision recognise their own limitations and be able to identify when there is need for escalations.
- Commits to on going personal development through the Trusts Performance Review procedures.
- Ability to work in a team but also work independently when dealing with all calls
- Well developed communication skills written-accuracy a key factor.
- Oral skills clarity essential.
- Able to work flexible shift patterns and work out of hours as and when required.
- Able to fulfil Occupational Health requirements for the post.
- Able to demonstrate a commitment to working additional shifts for relief cover and needs of the service.
- Good attendance record.
- Ability to travel to work to meet with shift commitments.
- Willing to learn new tasks to develop the role.
