Switchboard Business Support Officer

The post is to assist in ensuring the provision of a high quality and cost-effective Switchboard Service. Responsible for the smooth and efficient
running of all aspects of Switchboard Services including staff and incident management, as well as supporting the Switchboard systems in accordance with Health Board and departmental telephony standards and procedures.
- Work closely with the Head of Digital Business & Engagement and Digital Services Senior Team, providing high quality and

comprehensive administrative support, including robust reports, KPI monitoring and action plans. Assist in the development and production of a range of data quality reports which will be shared with system users and managers.
- Communicate with organisations and individuals from outside of the Health Board, ensuring confidentiality is maintained where necessary and acting with tact and diplomacy when dealing with sensitive or contentious issues.

Produce regular reports both for Digital Services and relevant management teams and committees, including Infographics, statistical
information, graphics and templates.
Provide assistance to users to enable them to make the most effective use of digital systems and equipment and to minimise the impact of Digital problems on the business of the Health Board, on patient care and those working to deliver healthcare services.
Exercise independent judgement and initiative when problems arise, this could include major incident co-ordination, following protocols for
alarms or dealing with difficult conversations, taking the necessary actions to resolve or refer on to the appropriate person. Make decisions within own area of authority or refer to the Switchboard Manager, Head of Digital Business & Engagement or appropriate person or department.
Co-ordinate and manage staff which will include; managing sickness absence; recruitment & selection; induction training; delivering
training to staff in the workplace; undertaking PADR’s for staff under their line management, monitoring KPI’s and dealing with any
competency issues within the team.
Be involved in and manage the introduction of new telephony systems, paging and other systems as required.
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); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
Numerous mental health and learning disabilities services
Communicate to a wide range of audiences, in both written, visual and verbal methods utilising a range of communication platforms to
promote the Digital Services team both internally and externally.
Base is to be confirmed and will be discussed at interview along with home/remote working details.
You will be able to find a full job description and person specification attached within the supporting documents.
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 mínimal desirable requirements during the course of your employment with us.
Interviews will be held on 08/12/2025.