Switchboard/ Helpdesk Operator

Switchboard/Helpdesk Operator

Location: Great Western Hospital, Wiltshire
Salary: £12.51 per hour plus enhancements
Schedule: 15 hours per week, working Wednesday and Thursday, 2pm–10pm

Ready to impact a better future?

As a Switchboard and Helpdesk Operator in our Site Services team, you’ll provide a timely, professional and effective 24‑hour switchboard, helpdesk and emergency response service. Your work will ensure patients, visitors and colleagues receive fast, accurate support at critical moments — helping create a safe, responsive and well‑coordinated hospital environment.

You’ll play a key part in managing emergency communications, operating essential systems and supporting colleagues across the site. Your calm approach, attention to detail and commitment to excellent service will directly influence the quality and safety of operations within the hospital.

What you’ll do as a Switchboard and Helpdesk Operator

You’ll be entrusted to:

• Connect and transfer internal and external calls in line with service specification criteria.


• Operate the bleep system and emergency phone system to action Major Incidents and emergency team callouts in accordance with Trust processes.


• Follow procedures for replacing faulty or lost bleeps both in and out of hours.


• Maintain full understanding of the Major Incident Plan to respond effectively.


• Manage emergency systems and alarms, including Fire and Building Management Systems, notifying the correct teams when alarms activate.


• Maintain the on‑call listing for doctors and key colleagues as directed by the Trust.


• Handle all role‑related information with absolute confidentiality.


• Support the development and maintenance of administration systems that ensure effective information management.


• Take responsibility for your workstation and maintain a professional working environment.


• Train new colleagues in all aspects of the role as required.


• Receive and process face‑to‑face service requests at the Helpdesk.


• Log information into the CARPS database to ensure accurate task allocation.


• Follow and maintain Helpdesk procedures when new processes are introduced.


• Produce, issue and track Keri Security access badges within required timeframes.


• Respond to car park intercom queries and record any faults.


• Support locum doctors by providing required information before duties commence.


• Ensure contractors and visitors sign in correctly with relevant documentation.

Does this sound like you?

You’ll be a great fit for this role if you have:

• GCSE‑level education (or equivalent), including Maths and English.


• Experience using a switchboard or call‑centre system (desirable).


• Strong verbal and written communication skills.


• Good computer literacy, including Microsoft Office.


• A customer‑focused approach.


• High attention to detail.


• Confidence working in a pressurised environment with competing priorities.


• The ability to work effectively as part of a team.


• Motivation, initiative and enthusiasm.

Discover all you need to keep growing

We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

What we offer

• Holidays:  25 days plus bank holidays (pro rota) (and the option to buy up to five additional leave days each year)


• Pension: Up to 6% contributory pension scheme


• Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities and a strong focus on internal progression


• Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco‑managed leisure centres, and 24/7 access to a virtual GP service


• Discounts: Savings across around 1,000 retailers, from food and clothing to entertainment and travel


• Charity: Paid volunteering day, tax‑free charitable giving through our Payroll Giving Scheme, and the option to donate pennies to the Serco People Fund Charity


• Employee networks: Dedicated networks supporting inclusion and connection across groups including LGBTQIA+ colleagues, women, parents and carers, people with disabilities, veterans and culturally diverse communities

Let’s impact a better future, together. Apply today.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.