Switchboard Operator

As a Switchboard Operator, you will work as part of a dedicated team delivering a 24/7 switchboard service for the Royal United Hospitals Bath NHS Foundation Trust and the wider community.

Key Responsibilities

Provide accurate information and guidance to both internal and external customers, in line with established procedures and Trust policies.

Handle a wide range of enquiries with professionalism, discretion, and efficiency.

Respond appropriately to complex and sensitive situations, demonstrating sound judgement and initiative.

Communicate effectively with a diverse range of individuals, including anxious patients, those with mental health needs, and individuals facing language or accessibility barriers.

Manage enquiries from media representatives and respond to complaints with empathy, ensuring a calm, supportive, and customer\-focused approach at all times.

1\. To ensure that members of the public and other members contacting the Trust via the Switchboard are treated with courtesy, dignity and respect.

2\. To ensure accurate routing of incoming and outgoing telephone traffic.

3\. To ensure those clients making general enquiries regarding services provided on the Trust's

site are given appropriate, timely and accurate information in accordance with operating

procedures.

4\. To ensure the accurate transfer of messages over the site Bleep/paging system or other

communication systems as required.

5\. To ensure prescribed emergency procedures are followed in the event of: \-

a) fire,

b) cardiac arrest

c) Paed Arrest

d) Neonatal Emergency

e) Major incident

f) Trauma

g) Helicopter

h) Paed Trauma

i) Bomb Threat

j) Cat 1 C\-section

k) Security

l) Chemical incident

m) Lift rescue

n) Pharmacy

o) Obstetric

p) Anaesthetic

q) Major Haemorrhage

r) Fast positive stroke alert

We are proud to be part of BSW Hospitals Group \- a formal partnership between the Royal United Hospitals Bath NHS Foundation Trust, Great Western Hospitals NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1\.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people.

We are creating a health and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.

By working together, we make a real difference for our patients, each other, and our community. Every role matters in delivering the exceptional, person‑centred care we’re proud of.

We’re committed to a compassionate, inclusive culture where kindness is championed, differences are valued, and diversity makes us stronger.

We want to support you to thrive, taking your career to its full potential. We prioritise staff wellbeing – and yes, we even have a pool!

Discover what it’s like to live and work in Bath , explore our RUH staff benefits , and learn how we’re building healthcare for the future through the Dyson Cancer Centre and our commitment to research .

1\. To ensure prescribed procedures and contingencies are followed in response to the

activation of alarms or other events reported via telephone or in person.

a) Boiler Alarms

b) Medical Gas Alarms

c) Fire

d) Panic Alarms

e) Pharmacy Fridge Alarms

f) Intruder Alarms

2\. To ensure that events logs are maintained in accordance with operating procedures.

3\. To ensure daily testing and recording of team\-call procedures and alarms to confirm

operational viability.

4\. To ensure that on\-call and contact details are maintained accurately using the information

supplied.

5\. To ensure that the operator directory is up\-dated as new information is provided.

6\. To ensure that on\-call contact details and up\-dated operator directory information is

disseminated for the use of other Switchboard Operators.

7\. To ensure that only bona fide persons are admitted to the Trust's buildings through the

monitoring and remote operation of entrance doors (access control) out of hours.

8\. To ensure that only bona fide persons are issued with keys or other items deposited with the

Switchboard for collection.

9\. To ensure that only bona fide persons are permitted access to international telephone

connections and other controlled services.

10\. To ensure the controlled issue and exchange of site pagers and other communication

equipment.

11\. To ensure that malfunctioning site Bleeps are documented and dispatched for repair and any

other equipment is escalated in accordance with operational procedures. To replace

Bleep/pagers, batteries, re\-programme any faulty Bleep ensuring grouping details such as

crash details are still suitable for response to emergency situations. Provide appropriate

instruction and demonstration to users.

12\. Documentation of events and incidents as needed.

13\. Completion of communication and control/allocation based tasks as required.

14\. Operation of emergency communications centre during Critical or Emergency Incident

situations

15\. Any other reasonable requests made by line management in accordance with needs of the

organisation.

16\. To participate in the Doctors changeover on a continuous basis involving issuing of bleeps,

ensuring adequate bleeps available, collecting telephone numbers etc. for on call doctors

and recording all data on switchboard databases and the Multitone Computer.

17\. To monitor and give out emergency swipe access following security protocol out of hours.

18\. Operate 2\-way radio communication systems in use within the Trust for Security.

19\. To assume the appropriate level of responsibility in the absence of a manager or supervisor,

to deal professionally with consultants, Managers and trust colleagues who visit the

switchboard for a variety of reasons. physically

20\. Provide an out of hours, weekend and bank holiday response service as required by users

including Estates, Patient Locate, and Pharmacy etc.

21\. Be responsible for implementation of switchboard/telecommunication agreed operational

procedure for continuity of service when a telecommunication line/network failure has been

identified using initiative for various faults and organising contingency plans.

22\. To undertake training/coaching of new staff providing appropriate guidance, support and

mentoring to colleagues until signed off as competent.

23\. Provide cover for Telephonists annual leave and sickness absence as and when required.

24\. To be responsible for the maintenance and housekeeping of all switchboard related areas

reporting any faults and ensuring areas are clean, tidy and unobstructed.

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