Switchboard Operator

Job overview

An opportunity has arisen to join the Switchboard Team at Imperial College Healthcare NHS Trust, part of the Patient Service Centre. Ideal candidates should be well‑organised, hardworking, and possess excellent communication and administrative skills, with at least one year of NHS Call Centre or switchboard experience. The Switchboard Service based at Charing Cross Hospital handles approximately 4,000 calls per day and serves both Imperial College Healthcare NHS Trust and Chelsea and Westminster NHS Foundation Trust.

The successful candidate will demonstrate excellent communication, prioritisation, initiative, attention to detail, and the ability to work under pressure.

• Provide an efficient and friendly operator service, ensuring all patients are dealt with in a timely, respectful and efficient manner.
• Answer telephone calls promptly in line with the Trust’s telephone standards.
• Provide non‑clinical advice and information to patients to enhance their experience.
• Communicate clearly over the telephone with members of the public, including those with barriers to understanding.
• Competently operate the PC‑based Liberty Agent Operating Work Station and any other supplied telecommunications equipment to deliver a standard and consistent level of service efficiently and cost‑effectively.
• Operatively manage paging systems (Multitone Access 3000) for normal and emergency use, making necessary adjustments via the PC‑based system or operator interface to maintain a fast, effective and robust service.

At Imperial College Healthcare, you can achieve extraordinary things alongside leading clinicians. You will be part of a vibrant team that values expertise, kindness, collaboration and ambition. Benefits include career development, flexible working, wellbeing support, a staff recognition scheme and optional benefits such as Cycle to Work, car lease schemes, season ticket loan and membership options for onsite leisure facilities. We are committed to equal opportunities and improving the working lives of our staff, and will consider applications for flexible, part‑time or job share arrangements.

• Good educational standard of at least GCSE in English or Maths, or equivalent.

• Providing customer service to the general public.
• 12 months experience in a busy major acute NHS Trust switchboard setting.
• Experience of an NHS Call Centre setting.

• Working knowledge of Microsoft Office (Word, Excel, Outlook).
• Ability to work under pressure and multitask.
• Competence in operating Liberty Agent Work Station and Directory Manager.

If you require sponsorship to work in the UK, please consult the Home Office website for information on sponsorship and visa status before applying. Ensure you meet the requirements to live and work in the UK prior to applying.

The postholder will have access to vulnerable people in the course of their normal duties and is therefore subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020. A Disclosure to the Disclosure and Barring Service will be required.