Bank Switchboard Operator

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. As a Bank Switchboard Operator, you would work on a flexible, temporary basis to cover annual leave, sickness absence, and periods of increased service demand, helping to ensure the continuity of communications across the organisation.

Main duties of the job

Main duties of the job will include:

• Operating the switchboard system and manage high volumes of telephone calls.
• Direct calls accurately and courteously to the appropriate departments, staff, or services.
• Provide information and assistance to patients, visitors, staff, and external agencies.
• Respond promptly to emergency and major incident procedures, activating on-call and bleep systems when required.
• Maintain accurate records of calls, messages, and contact information.
• Monitor and use communication systems including telephones, pagers, radios, and emergency alert systems.
• Ensure confidentiality and comply with data protection and information governance requirements.
• Deliver excellent customer service at all times, remaining calm and professional under pressure

About us

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

Details

Date posted

15 October 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£26,813 to £27,890 a year

pro rata

Contract

Bank

Working pattern

Flexible working

Reference number

100-BANK-EA002-1026

Job locations

Bronglais General Hospital,

Caradoc Road

Aberystwyth

SY23 1ER

United Kingdom

Job responsibilities

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 04/11/2026

Job responsibilities

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 04/11/2026

Person Specification

Qualifications and Knowledge

Essential

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

Desirable

• Educated to NVQ Level 4.

Experience

Essential

• Switchboard / Call Centre experience.
• Experience of working in patient / customer facing role.

Desirable

• 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

• Ability to work flexibly and to cope with an unpredictable workload.
• Able to work unsocial hours.
• A willingness to learn Welsh

Desirable

• Welsh Speaker (Level 1)

Person Specification

Qualifications and Knowledge

Essential

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

Desirable

• Educated to NVQ Level 4.

Experience

Essential

• Switchboard / Call Centre experience.
• Experience of working in patient / customer facing role.

Desirable

• 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

• Ability to work flexibly and to cope with an unpredictable workload.
• Able to work unsocial hours.
• A willingness to learn Welsh

Desirable

• Welsh Speaker (Level 1)

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Hywel Dda University Health Board

Address

Bronglais General Hospital,

Caradoc Road

Aberystwyth

SY23 1ER

United Kingdom

Employer's website

https://hduhb.nhs.wales/ (Opens in a new tab)

Employer details

Employer name

Hywel Dda University Health Board

Address

Bronglais General Hospital,

Caradoc Road

Aberystwyth

SY23 1ER

United Kingdom

Employer's website

https://hduhb.nhs.wales/ (Opens in a new tab)

Job responsibilities

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 04/11/2026

Qualifications and Knowledge

Essential

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

Desirable

• Educated to NVQ Level 4.

Experience

Essential

• Switchboard / Call Centre experience.
• Experience of working in patient / customer facing role.

Desirable

• 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

• Ability to work flexibly and to cope with an unpredictable workload.
• Able to work unsocial hours.
• A willingness to learn Welsh

Desirable

• Welsh Speaker (Level 1)