Job summary
- Main area
- Switchboard
- Grade
- Band 2
- Contract
- 12 months (Fixed term: 12 months)
- Hours
- Part time - 24 hours per week (between Monday and Sunday)
- Job ref
- 279-7993761-JUN26-A
- Employer
- University Hospitals Sussex NHS Foundation Trust
- Employer type
- NHS
- Site
- St Richards hospital
- Town
- Chichester
- Salary
- £25,272 Per annum, pro rata
- Salary period
- Yearly
- Closing
- 08/07/2026 23:59
Employer heading
Switchboard Operator
Band 2
About our Trust
At UHSussex we’re proud to be at the heart of the NHS. As one of the UK’s largest acute trusts, we’re a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.
Our hard-working, talented and dedicated people work together towards a common goal – to deliver Excellent Care Everywhere for our patients, our people and our communities. Whatever your role here at UHSussex you will play a part in driving us forwards and in improving the lives of patients across Sussex.
At UHSussex, diversity is our strength, and we want you to feel included to help us deliver Excellent Care Everywhere. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
We value compassion, inclusion and respect as our core values. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our wellbeing programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
As part of our commitment to access for all, please see the different ways you can access the application form: https://apps.trac.jobs/accessibility?_ts=1
We look forward to receiving your application and the start of your journey with UHSussex.
Job overview
Switchboard operates a 24 hour a day service across 365 days of the year.
Answering all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently. The weekly call volumes are anywhere between 10,000 – 13,000 calls as well as connecting internal teams together.
We are the first point of contact for worried patients, concerned family > members, the public and professional services and partnership organisations who contact the Trust as well as all internal users.
At times busy and pressured, we put out all Emergency team alerts across the hospitals ensuring the correct staff are contacted as a priority. We also prepare the on-call rota for the Trust to use. We monitor and report all hospital alarms from Fire alarms to people stuck in lifts, to gas cylinders that need changing. The operators have to be very resilient and patient, dealing with very emotional, frustrated and angry callers at times.
Should you require Additional Support with completing your Application, please contact the Facilities and Estates Recruitment Team via email below:
Before applying for the position, please review the job description and person specifications to ensure your qualifications and experience meet the required criteria.
External - Please note that if you currently work for another NHS Trust or UHSussex and you are applying to accept this position as a secondment opportunity, before applying you must seek agreement and authorisation from your current Trust/Manager.
Secondments can’t be agreed without this approval. If you are unable to gain approval, you should refrain from applying unless you wish to take this role as a fixed term position.
Main duties of the job
You will be responsible for handling calls in a professional manner, responding effectively to emergency calls, alarms and incident procedures. Effectively making decisions in a calm and efficient manner.
You will require an excellent telephone manner and proven customer service skills as well as a GCSE grade C or above in English. A good level of keyboard skills is required and previous switchboard/ IT knowledge is preferred as the switchboard is pc based although specific training will be provided.
The position is contracted at 24 hours a week and you must be available to work a set rota pattern, on a 9 week rolling pattern which will be a combination of all shift timings stated below - days, lates , nights, weekends and bank holidays.
- Day shifts are usually between 08:00 and 17:30
- Late shifts are mainly in the afternoon and evening, such as 13:30–22:00 or 15:00–22:00
- Night shifts run from 22:00–08:00 to provide overnight cover
Shifts vary in length from 4 to 10 hours, depending on the needs of the service.
N.B Training can take a few months working day shifts only
Working for our organisation
At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
Detailed job description and main responsibilities
Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.
If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.
To answer all incoming and internal calls to the Trust in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently
To carry out all processes and procedures which involve the Switchboard Services, including (where applicable), but not limited to operating Emergency Procedures, including Cardiac Arrest, Fire and Major Incident Plan.
The proper and effective response is made to alarms monitored within Switchboard Services, including medical alarms, boiler alarms and security alarms
Manage, where applicable the maintenance and or replacement of all equipment and keys quickly and effectively, according to the procedure
Report all telephone, bleep, pager and call logging system faults appropriately, testing lines and equipment and notifying the appropriate Team/Provider
Report any and all defects to any system or infrastructure within Switchboard Services to the relevant department/stakeholder using the appropriate instructions/procedures
The completion of all log books and other formal recording documentation held within Switchboard Services is maintained accurately and effectively at all times.
Issue bleeps and pagers according to the current procedure and update the directory of holders. Testing and identifying maintenance requirements of equipment and issuing replacement batteries, as required.
Carry out implementation of any change in administrative requirements to improve the operational efficiency of the Switchboard Services professionally, without impacting the service, the staff or the general public.
To carry out any other duties that may be required of the post in order for the Switchboard Services to be carried out properly and effectively
Person specification
Knowledge
Essential criteria
- IT knowledge to operate PC based software systems
- Clerical experience
Interview
Essential criteria
- GCSE grade C or above – English
- Knowledge/Training/Experience
- Communications
Equality, Diversity, and Inclusion
Essential criteria
- Evidence of having championed diversity in previous roles (as appropriate to role).
- Evidence of having undertaken own development to improve understanding of equalities issues
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Nicola Bickmore
- Job title
- Support Services Manager
- Email address
- [email protected]
- Telephone number
- 01903 82301
- Additional information
between 9am and 3pm
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