Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

Switchboard Operator

The closing date is 12 September 2025

Job summary

We are seeking three part-time Telephonists (25 hours per week) to join our dedicated Switchboard Team, which plays a vital role in ensuring safe, responsive communication across the Trust. This is a 24-hour service, and successful applicants will work rostered shifts with flexibility across day, night, and weekend periods.As a key point of contact for patients, staff, and emergency services, the Switchboard Team supports critical operations and contributes directly to patient safety and experience. The post holders will be expected to work flexibly to maintain continuous service during peak times and periods of staff absence.Working days will follow a 4-week rota pattern and will be discussed at interview. Participation in the On-Call rota is required.We welcome applications from individuals who can demonstrate adaptability, reliability, and a commitment to supporting a round-the-clock service.If you'd like to arrange a visit to meet our fantastic Switchboard Team and learn more about the role, please contact the recruiting manager to arrange a mutually convenient time.This vacancy is open to internal and external candidates.Please note: Applicants who have previously received feedback indicating they did not meet the essential criteria should only reapply if they can demonstrate how they have strengthened their application since that decision.

Main duties of the job

We are seeking three part-time Telephonists to provide a comprehensive and confidential telephone service supporting the daily operations of the Hospital Trust. This role is central to delivering an efficient and responsive communications service to staff, patients, and external partners.

Applicants must have experience handling telephone queries and delivering high-quality responses to incoming calls from both internal and external sources. Experience in monitoring alarm signals, using bleep systems, and liaising with various departments is advantageous but not essential.

The successful candidate will demonstrate:o A flexible and proactive attitude to working hours, including short-notice cover for colleagueso A professional and courteous telephone mannero Desirable experience in a hospital switchboard setting, ideally within an acute care environmento Basic IT skills, including familiarity with Windows-based systemso Confidence in monitoring alarms and responding to emergency situations

Our Switchboard Team operates 24 hours a day, 7 days a week. Flexibility is essential to ensure service continuity, particularly during emergency scenarios. The postholder will also participate in the on-call rota (1 in 4).

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

29 August 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,465 a year per annum, pro rata

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

302-25-7426992E

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

Qualifications

Essential

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

Experience

Essential

Experience of handling telephone queries within an office environment.
Able to work within a team

Desirable

Customer Care Awareness
Dealing with people, preferable via Telephone
Previous Hospital Experience

Skills

Essential

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

Knowledge

Essential

Understand how to access information

Desirable

Knowledge of Trust and its departments and functions

Additional

Essential

A flexible approach to working pattern
Able to work as a lone worker
Adapt well under pressure
Pleasant telephone manner
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.

Person Specification

Qualifications

Essential

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

Experience

Essential

Experience of handling telephone queries within an office environment.
Able to work within a team

Desirable

Customer Care Awareness
Dealing with people, preferable via Telephone
Previous Hospital Experience

Skills

Essential

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

Knowledge

Essential

Understand how to access information

Desirable

Knowledge of Trust and its departments and functions

Additional

Essential

A flexible approach to working pattern
Able to work as a lone worker
Adapt well under pressure
Pleasant telephone manner
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.

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)