As a Switchboard Operator, you will work as part of a dedicated team delivering a 24/7 switchboard service for the Royal United Hospitals Bath NHS Foundation Trust and the wider community.
Key Responsibilities
Provide accurate information and guidance to both internal and external customers, in line with established procedures and Trust policies.
Handle a wide range of enquiries with professionalism, discretion, and efficiency.
Respond appropriately to complex and sensitive situations, demonstrating sound judgement and initiative.
Communicate effectively with a diverse range of individuals, including anxious patients, those with mental health needs, and individuals facing language or accessibility barriers.
Manage enquiries from media representatives and respond to complaints with empathy, ensuring a calm, supportive, and customer-focused approach at all times.
1. To ensure that members of the public and other members contacting the Trust via the Switchboard are treated with courtesy, dignity and respect.
2. To ensure accurate routing of incoming and outgoing telephone traffic.
3. To ensure those clients making general enquiries regarding services provided on the Trust's
site are given appropriate, timely and accurate information in accordance with operating
procedures.
4. To ensure the accurate transfer of messages over the site Bleep/paging system or other
communication systems as required.
5. To ensure prescribed emergency procedures are followed in the event of: -
a) fire,
b) cardiac arrest
c) Paed Arrest
d) Neonatal Emergency
e) Major incident
f) Trauma
g) Helicopter
h) Paed Trauma
i) Bomb Threat
j) Cat 1 C-section
k) Security
l) Chemical incident
m) Lift rescue
n) Pharmacy
o) Obstetric
p) Anaesthetic
q) Major Haemorrhage
r) Fast positive stroke alert
We are proud to be part of BSW Hospitals Group - a formal partnership between the Royal United Hospitals Bath NHS Foundation Trust, Great Western Hospitals NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people.
We are creating a health and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.
By working together, we make a real difference for our patients, each other, and our community. Every role matters in delivering the exceptional, person‑centred care we’re proud of.
We’re committed to a compassionate, inclusive culture where kindness is championed, differences are valued, and diversity makes us stronger.
We want to support you to thrive, taking your career to its full potential. We prioritise staff wellbeing – and yes, we even have a pool!
Discover what it’s like to live and work in Bath , explore our RUH staff benefits , and learn how we’re building healthcare for the future through the Dyson Cancer Centre and our commitment to research .
Please find attached to the vacancy a detailed person specification and job description for further information about this role.
