Job vacancy: Switchboard Operator, University Hospitals of Leicester NHS Trust, Leicester

Job summary

Main area

Customer Service

Grade

NHS AfC: Band 2

Contract

Permanent

Hours

Full time
Part time

37.5 hours per week

Job ref

358-8114838-E&F

Employer: University Hospitals of Leicester NHS Trust
Employer type: NHS
Site: Leicester Royal Infirmary
Town: Leicester
Salary: £25,272 per annum
Salary period: Yearly
Closing: 04/08/2026 23:59

Switchboard Operator

NHS AfC: Band 2

AI tools like chatbots and virtual assistants can support you as you complete your application. For example, they can check for spelling or grammar errors, or help you to decide what to include.

But they shouldn’t replace your own responses or be used to write the application for you.

Relying too much on AI can negatively impact your chances of success, because automatically generated answers:

might not be specific or relevant enough to address the criteria in the recruitment profile
often seem generic and not personalised enough – an AI response won’t show your unique voice and perspective
could misrepresent information about you, such as your qualifications, skills and experience

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.

Detailed job description and main responsibilities

To provide a comprehensive service for receiving and initiating
calls from external and internal sources, be competent in
operating an AC-Win PC Based Console/or similar system.
Efficient processing of telephone calls received via the
switchboard consoles and other extensions within the
switchboard area.
Operation of internal bleep/pager and mobile telephone
systems
Providing a welcoming service for routine enquires and
assistance to staff users and the general public, ensuring
appropriate assistance is provided.
Carrying out all emergency procedures relating to any hospital
alerts/alarms i.e. cardiac arrest, equipment alarms, major
incidents, fire alerts, security/police response and any other
emergencies that may arise. At all times working within job role
following Trust policies and procedures.
On Call Service: To contact staff as required/needed by the trust
in accordance with the hospitals procedures, duties are to
maintain such records and contact procedures as may be
required.
Testing Emergency Telephones, Fire bleeps and Cardiac Arrest
bleeps ensuring all relevant documentation are accurately
completed
Fault Reporting: Issue and record replacement of telephone
handsets when extension faults occur.
To arrange for the exchange of bleeps when medical staff
change disciplines etc. and record details within relevant
documentation.
Deal with incoming fax messages for departments within the
Trust, documenting its time of arrival, time of notification and
collection.
To inform the Supervisors/Senior telephonist of changes
required to the operator directory in order to keep it accurate
and up to date.
In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/or
similar) system enquiries and forwarding the callers to the
correct destination.
To provide cover for annual leave/absences and sickness where
and when required (sometimes at short notice) in order that the
switchboards are manned at all times.
Bank and Public Holidays: To provide cover when required to
provide a constant service.
Carrying out administration duties when required, such as
training and supporting to starters.

Person specification

Training & Qualifications

Essential criteria

Must have GCSE Maths & English

Experience

Essential criteria

Experience of working within a Switchboard or customer focused environment.
Experience of dealing with difficult situations and able to deal calmly with emergency situations

Desirable criteria

Keyboard skills RSA Level 1
Previous experience of healthcare or large complex organisation

Communication and relationship

Essential criteria

Effective communication skills at all levels where there may be barriers to understanding.
Positively promote the image of the Trust

Planning and organisation skills

Essential criteria

Able to work in a busy environment which will involve sitting for long periods

Equality, Diversity and Inclusion

Essential criteria

Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs
All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others

Commitment to Trust Values and Behaviours

Essential criteria

Must be able to demonstrate behaviours consistent with the Trust’s Values and Behaviours

Additional Information

Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the publishing closing date if we receive a sufficient number of completed application forms.

Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.

UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.

Disclosure and Barring Service Check

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.

The Trust will pay for the check initially and the money will then be deducted from your salary over a three month period commencing on your first month's payment.

The current price of a check is £38 for an enhanced and £18 for a standard check.

COVID 19 Risk Assessment

Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.

The risk assessment is intended to ensure you are able to safely perform your duties in any of our work areas, and if you have been identified as being particularly vulnerable to coronavirus. Our main aim is to reduce risk and to ensure the safety of all new starters to the Trust as well as current staff, patients and visitors.

If it is identified that you are within a vulnerable category, we will endeavor to make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.

Covid Vaccination Status

Covid-19 vaccination remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.

University Hospitals of Leicester NHS Trust holds the principles of equality, diversity and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester and Rutland, to help deliver healthcare services that meets the needs of our diverse communities.