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Job summary

Main area
Switchboard
Grade
NHS AfC: Band 3
Contract
Permanent
Hours
Part time - 20.2 hours per week (Rotating shift pattern, to be discussed at interview)
Job ref
435-1LSC-UHMBT-075-26
Employer
East Lancashire Hospitals NHS Trust
Employer type
NHS
Site
Westmorland General Hospital
Town
Kendal
Salary
£25,760 - £27,476 Pro rata
Salary period
Yearly
Closing
09/07/2026 08:00

Employer heading

East Lancashire Hospitals NHS Trust logo

Switchboard Operator

NHS AfC: Band 3

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care.  We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.

One LSC is a new collaborative partnership shared service formed by the five NHS Trusts serving the Lancashire and South Cumbria population of 1.8 million people.  We are a shared service run by the NHS, for the NHS and are hosted by East Lancashire Hospitals NHS Trust on behalf of the partner Trusts of the Lancashire and South Cumbria system.

One LSC stands for ‘One Lancashire and South Cumbria’ and reflects the Lancashire and South Cumbria System ambition to have one team serving Lancashire and South Cumbria in a joined-up way.  It is jointly run by the five Trusts as a collaborative partnership.

The Trusts that make up One LSC are:

Blackpool Teaching Hospitals NHS Foundation Trust

·       East Lancashire Hospitals NHS Trust

·       Lancashire and South Cumbria NHS Foundation Trust

·       Lancashire Teaching Hospitals NHS Foundation Trust

·       University Hospitals of Morecambe Bay NHS Foundation Trust

One LSC brings together the Digital, Data and Technology, Estates and Facilities, Finance, People Services and Procurement and Logistics services from each of the provider Trusts to create one central community of professionals. Under one leadership team, they will provide services for and on behalf of all Trusts.  

The aim is to bring services more closely together so that we can deliver the best service possible to each of our partner organisations.  At the core of One LSC delivery is eliminating duplication, removing unwarranted variation, realisation of the benefits of sharing common systems and processes and ensuring we deliver value for money for our partners, our system and, ultimately, for the communities we serve. 

Job overview

Part-time Switchboard OperatorWestmorland General Hospital 

We are looking to recruit a part-time member of staff to join a small and friendly team providing switchboard services for Westmorland General Hospital, Furness General Hospital and the Royal Lancaster Infirmary. The switchboard, based at Westmorland General Hospital is a 24hour service provided over 7 days a week. 

Average weekly hours will be 20. Shift hours will be fixed and provided in advance.  Typically between the hours of 8am and 9.30pm, Monday to Friday. You will also be required to assist with cover for absences which in general will be planned. 

 

 

Main duties of the job

 Respond and deal with incoming telephone calls including, dealing with emergencies, various alarms including fire, blood fridges, medical gas and lift alarms.

Use of the hospital bleep system to contact emergency clinical teams, doctors or other Trust personnel. 

Maintain a  professional, calm and helpful manner.

Assist in keeping on-call information up to date.

Contact colleagues where short notice absence from switch is directly to the notified to switchboard.

Maintain records and book transport in accordance with Trust Procedures.

Assist with the Porter Allocating process when requested.

 

 

 

Working for our organisation

The Switchboard team is a small, friendly group with a wide knowledge of the operations of the Trust and hence, can often be called upon for information.

As well as being expected to use your initiative there are a number of procedures to follow for which, full training and support is given.

Detailed job description and main responsibilities

 

  • Act as the first point of contact for all enquiries including internal and external callers 

  • Support effective responses to emergencies, liaising with medical staff or Senior Managers on call. 

  • Assist in coordinating responses to emergency crash calls (i.e. adult and paediatric arrest, fire, major incidents) covering all hospital sites. 

  • Follow procedures for on-call arrangements for UHMBT and other NHS organisations. 

  • Demonstrate sensitivity, calmness, compassion and empathy to patients, visitors or staff who may be anxious or angry. 

  • Liaise with Estates and I3 staff when faults occur with key equipment. 

  • Arrange for and provide cover for sickness out of hours or in the absence of the Assistant Facilities (Switchboard) Manager. This entails contacting colleagues from a central staff list for availability at short notice. 

  • Receive and make bookings for ad hoc transport (taxis, Blood Bikers, ad hoc transport services) using the most cost-effective service available.  

  • Provide an access/ egress service, carrying out identity checks, for the WGH main hospital site overnight through either the main front hospital door or via the rear staff entrance, supporting the safety and security of the hospital and all persons present. 

  • Monitor the security cameras in Switchboard and if felt necessary or requested by others (i.e. Urgent Treatment Centre), contacting the Police.  

  • The post holder will be required to undertake all relevant training with current or new systems during their Probationary training period (6 months). 

Person specification

Essential and desirable

Essential criteria
  • 5 GCSEs or equivalent incl. English, Maths
  • ECDL / advanced keyboard skills or equivalent experience with ability to adopt to any new software
  • Experience of working in a team
  • Ability to work unsupervised and to make decisions
  • Ability to deal with emergencies or concerns in a professional and calm manner
Desirable criteria
  • Customer care training or experience
  • Able to prioritise

Employer certification / accreditation badges

NHS Pastoral Care Quality AwardPositive about disabled peopleInvestors in PeopleCare quality commission - GoodDisability confident committedStep into healthHappy to Talk Flexible Working

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Susan Ferguson
Job title
Assistant Switchboard Manager
Email address
[email protected]
Telephone number
07970 725 565
Additional information

Available Tuesday to Friday.

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