Switchboard Manager
- NHS
- Full Time
- Haverfordwest
- 32557.00 - 39631.00 a year
Job Description
Job summary
This is a fantastic opportunity to lead a vital frontline service and make a meaningful impact on patient experience and service delivery across the Health Board.
This post holder will play a central role in shaping and contributing to Health Board initiatives, service developments and organisational plans.
They will actively champion and embed continuous improvement approaches, with a focus on enhancing patient, service-user and staff experience. This includes identifying opportunities to streamline communication pathways, supporting digital transformation, and ensuring the switchboard service consistently meets evolving clinical and operational needs.
Main duties of the job
The Switchboard Manager will lead the delivery of a high-quality, responsive switchboard service across the Health Board, ensuring all internal and external calls are handled efficiently, professionally and with excellent customer care. You will oversee the day-to-day running of the service, ensuring appropriate staffing levels are in place and maintaining service continuity, including 24/7 cover where required.
You will use performance data and service insights to monitor standards, identify trends and drive continuous improvement, helping to enhance the efficiency, quality and responsiveness of the service. Working closely with Digital, Telecoms and operational teams, you will ensure systems and technologies are used effectively and support a reliable service, particularly during periods of high demand or major incidents.
As a visible and supportive leader, you will motivate and develop your team, fostering a positive and inclusive environment where staff feel valued and supported to deliver a patient-centred service. You will also build strong working relationships across clinical and non-clinical teams, ensuring the switchboard function supports operational priorities, critical communications and on-call arrangements.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
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
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
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 02/07/26
Person Specification
Qualifications and Experience
Essential
- Educated to Degree level or has equivalent experience of operational and line management
- Proven and in-depth knowledge of line managing a large team in a busy and critical environment.
Desirable
- Formal Evidence of personal development
Experience
Essential
- Excellent verbal, written, report writing and presentation skills
- Management of conflict / excellent negotiation skills
- Analysis of complex data, problem solving, and benefits analysis
- Proven excellent organisation, administrative and management skills
- Ability to lead a team
- Able to meet deadlines
- Ability to work effectively under pressure
Desirable
- ICT skills inc. All Microsoft Products
- Knowledge of paging systems and various pager types
- Basic pager/ bleep programming
Other
Essential
- Ability to travel between Health Board sites in a timely manner
Desirable
- Welsh language skills (Level 3)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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
Withybush Hospital and Bronglais Hospital
Haverfordwest / Aberystwyth
SA61 2PZ
United Kingdom
