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Job summary

Main area
Digital Services
Grade
Band 3
Contract
Permanent: Shift working, to include evenings, nights and weekends.
Hours
Part time - 36 hours per week
Job ref
100-EA056-0726
Employer
Hywel Dda University Health Board
Employer type
NHS
Site
Withybush General Hospital
Town
Haverfordwest
Salary
£26,813 - £27,890 per annum (pro rata if part time)
Salary period
Yearly
Closing
23/07/2026 23:59
Interview date
30/07/2026

Employer heading

Hywel Dda University Health Board logo

Switchboard Operator

Band 3

Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.

If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]

To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs

Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.


The salary scale for a Band 3 has been adjusted as part of the NHS Agenda for Change pay award for 2026/2027 and will be implemented in August 2026 backdated to 01 April 2026 where applicable.

Job overview

A Switchboard Operator at Hywel Dda University Health Board, provides a vital front-line telecommunications service for hospitals, staff, patients, visitors, emergency services, and the public. The role supports the safe and efficient operation of NHS services 24 hours a day.

The post is much more than answering phones. It is a critical operational role that helps coordinate communication across hospital sites, supports emergency responses, and ensures patients, staff, and the public can quickly access the right services.

This fast-paced and rewarding role requires excellent communication skills, a welcoming approach and the confidence to use your initiative when handling a wide range of enquiries, transferring calls and escalating issues appropriately. If you thrive on helping people, enjoy problem-solving and take pride in providing outstanding customer service, this is a fantastic opportunity to make a real difference every day.

Main duties of the job

As a Switchboard Operator, you will:

  • Answer and direct incoming calls promptly and professionally.
  • Provide a friendly first point of contact for patients, visitors, staff, GPs, and external organisations.
  • Monitor and respond to emergency calls, including cardiac arrest and major incident procedures.
  • Operate paging systems and contact on-call staff when required.
  • Monitor alarms such as fire, security, and medical gas alerts, taking appropriate action in line with procedures.
  • Maintain and distribute on-call rotas and directory information.
  • Follow Health Board policies relating to confidentiality, data protection, information governance, and health and safety
  • Provide cover across a 24/7 service, including nights, weekends, and bank holidays.

Working for our organisation

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.

We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.

We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

  • Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
  • Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
  • Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
  • 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 99 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
  • Numerous mental health and learning disabilities services

Detailed job description and main responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences.  In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on  30/07/2026

Person specification

Qualifications and Knowledge

Essential criteria
  • Educated to NVQ Level 3
  • Working knowledge of computerised systems and the ability to use IT packages (e.g. Microsoft Office or equivalent).
Desirable criteria
  • Educated to NVQ Level 4

Experience

Essential criteria
  • Switchboard / Call Centre experience
  • Experience of working in patient / customer facing role.
Desirable criteria
  • Experience of working in a busy, demanding environment with competing priorities
  • Experience of working in an NHS environment
  • Knowledge of basic medical terminologies.

Other

Essential criteria
  • Ability to work flexibly and to cope with an unpredictable workload
  • Able to work unsocial hours.
  • A willingness to learn Welsh
Desirable criteria
  • Welsh Speaker (Level 1)

Employer certification / accreditation badges

Veteran AwareNo smoking policyCymraegDisability confident employerStep into healthCarer Confident (With Welsh translation)Defence Employer Recognition Scheme (ERS) - GoldCore principlesStonewall 2023 Bronze

Applicant requirements

Welsh language skills are desirable

Documents to download

Apply online now

Further details / informal visits contact

Name
Sarah Brain
Job title
Head of Digital Business & Engagement
Email address
[email protected]
Telephone number
07483125974
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