Bank Switchboard Operator; Bronglais

Main area Digital Services Grade Band 3 Contract Bank - as and when required Hours Flexible working - Bank - as and when required Job
-BANK-EA002-1026

Employer Hywel Dda University Health Board Employer type NHS Site Bronglais General Hospital, Town Aberystwyth Salary £26,813 - £27,890 pro rata Salary period Yearly Closing 28/10/2026 23:59 Interview date 04/11/2026

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.

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 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

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…