Switchboard Operator; XN

Thisis a full-time post, based at LGI, working flexibly Monday to Sunday. Shiftsare allocated within a rota system and include day and night shifts, which arenon-negotiable. This arrangement ensures the smooth operation of our 24-hourservice.

Asthe first point of contact for patients, NHS staff, and members of the public,the successful candidate will provide a high standard of clerical and telephone support. Delivering excellent customer service is essential in this role.

Key Requirements:

Excellent communication and interpersonal skills

A flexible and adaptable approach towork

Ability to prioritise workloadeffectively

Ability to work both independently and as part of a team

Thisis an important front-facing role within the hospital, requiringprofessionalism, empathy, and efficiency at all times.

For further information or to arrange an informal discussion, please contact:

Expected Shortlisting Date

12/03/2026

Planned Interview Date

19/03/2026

The Switchboard Service is the core of Leeds Teaching Hospitals, which include

Leeds General Infirmary, St James University Hospital, Wharfdale, Chapel Allerton and Seacroft. We receive approx. 20.000 calls per week.

Werecently made great changes in Switchboard and use a computer-based platformcall Liberty Converse provided by Netcall.

The Switchboard Service is a 24/7 service

The Switchboard Service is located within the LGI.

Main duties of the job

The Priority of the service is to follow the Leeds Way Values and behaviours andaim to get the caller to the right place at the right time.

Acrucial part of the service is supporting the emergency procedures for the Hospitals which include:

Crash Calls- delivering the appropriate message to the Crash team to help savepatients life.

Fire Calls- if a fire alarm is activated within the hospital, Switchboard are responsible for ringing the fire brigade and liaising with appropriate emergency teams to make sure the fire is dealt with asap.

Major Incidents, if a major incident happens and the Hospital is needed the Switchboard implement the MAJAX procedure pulling a specialist team tosupport the incident.

Thecalls are so varied and often need a string resilient attitude to work under pressure or acute situations.

Ourvalues are part of what make us different from other trusts, so we see thisas a strength, as well as a responsibility. They have been developed by ourstaff and set out what they see as important to how we work.

Weare committed to delivering the highest quality and safest treatment and careto every patient, every time. We will always be patient-centred, fair,collaborative, accountable and empower our patients and colleagues. The bestfor patient safety, quality and experience.

Ourvalues are part of what make us different from other trusts, so we see thisas a strength, as well as a responsibility. They have been developed by ourstaff and set out what they see as important to how we work. Our five valuesare:

Accountable

Empowered

Allour actions and endeavours will be guided and evaluated through these values

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk'members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Thisrole provides a high standard switchboard service and the post holder will be required to receive a range of calls from both external and internal callersand connect them as appropriate.

Asthe first line of contact for callers the post holder is responsible for providing an efficient and responsive service as they are the interface forthe hospital.

Theywill also be responsible as the first point of contact in activatingprocedures for the full range of Trust emergency alarms which include Fire,Crash and security.

Thepost holder will operate a screen based (PC) switchboard console which has adatabase which holds all necessary information needed to access the Trust's12,000 extensions.

The ability to learn and retain information regarding numerous Trust services andspecialities in order to deal with patient enquiries.

Thepost holder will be responsible for the effective operating of the Trustpaging systems.

Thepost holder will be required to use the Patient Centre Administration systemto assist with enquiries with regard to outpatient appointments and will work collaboratively with the referral booking service supporting and making newand follow up bookings as directed.

Mustbe able to communicate effectively and sensitively with a wide range ofpeople including patients, relatives, clinicians and other Trust staff.

Provide both internal enquiries and Directory enquiries for Trust staff.

To answer all calls in a professional andtimely manner. They should maintain a…