Switchboard Administrator

We are currently recruiting a Switchboard Operator to join our Patient Support Centre based in St Mellons. This role is offered on a full time permanent contract, working 37.5 hours per week.

About the Role

As a Switchboard Operator, you will act as the first point of contact for patients, visitors, and healthcare professionals contacting the hospital. You will be responsible for managing incoming and outgoing telephone communications across multiple hospital sites, ensuring all enquiries are handled in a professional, courteous, and efficient manner, in line with hospital policies and procedures.

This position plays a vital role in supporting organisational communication and delivering a high standard of customer service within a healthcare environment.

Key Responsibilities

• Operate the central switchboard system across multiple hospital sites
• Direct calls accurately to the appropriate departments or personnel
• Respond to telephone enquiries in a professional, efficient, and consistent manner
• Escalate technical or telecommunications issues as appropriate
• Initiate emergency communication procedures (e.g. fire alerts or major incident protocols) when required
• Maintain strict confidentiality and comply with data protection requirements at all times

Person Specification

Essential Criteria:

• Excellent verbal communication skills
• Ability to remain calm, professional, and focused under pressure
• Strong organisational skills with the ability to prioritise and multitask effectively
• High level of attention to detail
• IT literate, with confidence in learning new systems
• Commitment to confidentiality and information governance standards

Desirable Criteria:

• Previous experience in a switchboard or call centre environment
• Experience working within a hospital or healthcare setting
• Familiarity with Microsoft Office applications, including Word, Outlook, and Excel

Working Hours
The Patient Support Centre operates Monday to Friday, 8:00am – 7:00pm, with shifts scheduled within these hours