Telephonist

Job summary

Our Switchboard Services Department is a fastpaced, highdemand environment at the heart of Trust operations. Handling over 1.5 million calls every year across both Sunderland Royal Hospital and South Tyneside Hospital, we provide a critical communication link for patients, staff, emergency services, and external partners.

We are seeking highly capable Switchboard Operators who can work confidently under pressure, adapt quickly to changing situations, and maintain exceptional standards of accuracy and professionalism. This role is central to the Trusts emergency response, operational continuity, and daytoday communication flow.

You will be required to work confidently across both Switchboard departments, providing seamless support at Sunderland Royal Hospital and South Tyneside District Hospital, with the flexibility to travel between sites as service needs demand.

You will be required to work autonomously during certain shifts, often as the sole Switchboard Operator on duty. This includes making rapid, informed decisions independently and managing situations without immediate onsite support.

For further information please contact Lyndsey Brusby, Switchboard Services Manager

0191 5699959 / Email Lyndsey.brusby@nhs.net

Please note the Trust are not able to offer Skilled Worker Sponsorship for this role as it does not meet the UKVI threshold requirements. Applicants are requested to consider this when making their application. Please visit Gov.UK for further information.

Main duties of the job

• Manage high volumes of incoming calls with speed, clarity, and professionalism.
• Respond to and prioritise emergency calls, including cardiac arrests, medical emergencies, trauma calls, and major incident activations.
• Act as the first point of contact during Trustwide failures, technical issues, or urgent operational alerts.
• Operate complex switchboard, bleep, and communication systems.
• Monitor and respond to a wide range of estate and fire alarms, ensuring the correct personnel are contacted without delay.
• Compile and maintain rotas across 40+ departments, requiring advanced keyboard and computer skills.
• Work effectively as part of a closeknit team in a highpressure, timecritical environment.
• Provide a calm, reassuring presence during challenging or fastmoving situations.
• Work flexibly across a 24/7 shift pattern, including nights, weekends, and bank holidays.

We are looking for individuals who can demonstrate:

• Strong communication skills with the ability to remain calm and clear under pressure.
• Excellent teamwork and the ability to support colleagues in a demanding environment.
• Advanced IT and keyboard skills, with the ability to work quickly and accurately.
• A proactive, problemsolving approach.
• Flexibility to work a full range of shifts across a 24/7 service.
• Experience in call handling, emergency response, or highvolume customer service.

About us

Please add your telephone number to your application form so we can contact you quickly if required.

One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.

We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for us. We also provide access to high quality education, training, career progression and support. Flexible working is supported via our Flexible Working Policy.

The Trust employs around 8,746 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Care Co-ordinator to help staff with childcare arrangements.If you use AI, and it poses a risk to the integrity of your individual recruitment process, we may withdraw your application at any stage of the process.

Employer details

Employer name

South Tyneside and Sunderland NHS Foundation Trust

Address

Sunderland Royal Hospital

Kayll Road

Sunderland

SR47TP

Employer's website

https://www.stsft.nhs.uk (Opens in a new tab)

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Employer details

Employer name

South Tyneside and Sunderland NHS Foundation Trust

Address

Sunderland Royal Hospital

Kayll Road

Sunderland

SR47TP

Employer's website

https://www.stsft.nhs.uk (Opens in a new tab)

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