Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

Switchboard Operator

The closing date is 27 June 2025

Job summary

We are looking for a part time telephonist (25-hour post) in busy Switchboard Dept. With flexibility to cover shifts over a 24-hour period working rostered shifts.

The postholder will be expected to work with a very flexible approach to aid as required in the busy Switchboard Dept to ensure a continuous service for our patients & staff.

Working days will be discussed at interview, rotas over a 4-week pattern.

Will be Required to be part of On Call Rota.

Only applicants who can work with flexibility to apply please.

This vacancy is open to all internal and external candidates.

*Applicants who have already received feedback that they are unsuitable for the position need not apply - unless they have taken steps to strengthen their application to demonstrate and evidence how you meet the essential criteria since that decision. *

This vacancy is open to all internal and external candidates. NHS Employees should ideally secure their manager's agreement for a secondment arrangement ideally prior to applying, as this will be a condition of any offer made. This vacancy is advertised on a fixed term basis for 6 months to provide cover for an employee on long term absence and will end after 6 months or when the substantive postholder returns. Whilst this post is advertised on a fixed term / secondment basis there is the potential that this post may become permanent in the future.

Main duties of the job

To provide a comprehensive & confidential telephone service to support the daily activity of the Hospital Trust. Experience of handling telephone queries & ensuring a high-quality response to incoming calls from external & external sources is essential. Experience of monitoring & addressing alarm signals, using bleep systems & liaison with various depts. is also valuable but not essential.

Ensuring provision of an efficient & responsive communications service to staff, patients & customers

Expected to have a flexible attitude towards working hours & covering other members of the Switchboard team at short notice.Previous switchboard experience desirable, preferably in an acute hospital, & an excellent telephone manner is required.

Knowledge of IT and Windows desirable.Monitoring of alarms & dealing with emergencies.

We operate 24 hours over 7 days a week. Flexibility is essential ensuring the provision of service in emergency situations.

Required to be part of the on-call rota 1 in 4

If you would like to arrange a visit to see what is involved in the wonderful Switchboard Team, please contact the recruiting manager who will arrange a mutually convenient time for your visit.

About us

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 the Heart

Listen and Involve

Kind and Respectful

ONE Team

WWL are 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.

Date posted

13 June 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,169 a year per annum, pro rata

Contract

Fixed term

Duration

6 months

Working pattern

Part-time, Flexible working

Reference number

302-25-7234123E

Job locations

Royal Albert Edward Infirmary

Wigan Lane

Wigan

WN1 2NN

Job description

Job responsibilities

Key results from the job holder

Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
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 type 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.

Job description

Job responsibilities

Key results from the job holder

Provide a comprehensive Telephone Operator Service to all Trust sites, including Directory Enquiries, across the full range of services for patients, staff and visitors.
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 type 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

Additional

Essential

A flexible approach to working pattern
Adapt well under pressure
Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
Pleasant Telephone Manner
Able to work as a lone worker.

Knowledge

Essential

Understand how to access information

Desirable

Knowledge of Trust and its departments and functions

Skills

Essential

Good interpersonal skills
Ability to work alone on their own initiative
Keyboard Skills

Experience

Essential

Experience of Handling telephone queries in an office environment
Able to work within a team

Desirable

Customer care awareness
Dealing with people/enquiries by telephone
Previous hospital experience would be useful

Qualifications

Essential

Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience

Person Specification

Additional

Essential

A flexible approach to working pattern
Adapt well under pressure
Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
Pleasant Telephone Manner
Able to work as a lone worker.

Knowledge

Essential

Understand how to access information

Desirable

Knowledge of Trust and its departments and functions

Skills

Essential

Good interpersonal skills
Ability to work alone on their own initiative
Keyboard Skills

Experience

Essential

Experience of Handling telephone queries in an office environment
Able to work within a team

Desirable

Customer care awareness
Dealing with people/enquiries by telephone
Previous hospital experience would be useful

Qualifications

Essential

Evidence of basic level GCSE qualification in English and Maths or able to demonstrate equivalent experience

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.

Employer details

Employer name

Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

Address

Royal Albert Edward Infirmary

Wigan Lane

Wigan

WN1 2NN

Employer's website

http://www.wwl.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

Address

Royal Albert Edward Infirmary

Wigan Lane

Wigan

WN1 2NN

Employer's website

http://www.wwl.nhs.uk/ (Opens in a new tab)