Immediate Start Customer Service Switchboard Operator

Overview

Work Type: Casual, Fixed Term - Full Time, Permanent - Full Time

Unit/Directorate: North Metropolitan Health Service > NMHS Switchboard Service

We are looking for capable and resilient call centre professionals to join our Switchboard Service team at North Metropolitan Health Service (NMHS). This is a Recruitment Pool for Permanent Full Time, Fixed Term Full Time and Casual appointments. Fixed Term and Casual appointments will be made with the possibility of extension(s) and/or permanency. Suitable applicants will be placed in a pool from which appointments may be made when similar vacancies occur. Appointments may be made from this pool until 30/11/2026.

What is our Customer Service Switchboard Operator role?

Our Customer Service Switchboard Operators are instrumental in ensuring effective communications, including emergency calls, between hospital departments within the major Health sites, external agencies and the general public through the centralised call centre systems.

The Switchboard Service team at North Metropolitan Health Service (NMHS) plays a crucial role in ensuring seamless communication across multiple hospitals, including Sir Charles Gairdner Hospital, Perth Children’s Hospital, King Edward Memorial Hospital, Graylands Hospital, and Osborne Park Hospital. Operating 24/7, the team delivers high-quality customer service, acting as the first point of contact for patients, staff, and external agencies.

The team manages emergency calls, maintains telephony and paging systems, and ensures critical information remains accurate and up to date. With a strong emphasis on teamwork, professionalism, and adherence to NMHS values, the team continuously strives for operational excellence, ensuring patients and healthcare professionals receive timely and efficient communications support.

We provide extensive training to equip team members for this challenging role. To thrive in the team, you will excel in the following key tasks:

Responsibilities

- Efficient Call Handling and Customer Service – Provide high-quality, front-line customer service by managing incoming calls, directing inquiries appropriately, and ensuring seamless communication between hospital departments, external agencies, patients, and the public.

- Emergency Response Coordination – Act as a first-line call taker for internal hospital emergencies, fire alarms, trauma calls, and crisis situations, ensuring rapid and accurate escalation to the appropriate medical and emergency response teams and the ability to manage emergency and high-pressure situations.

- System and Database Management – Maintain and update telephony, paging, and computerised directory systems, ensuring accuracy in contact details, medical rosters, and staff availability for effective hospital communication.

- Confidentiality and Compliance – Ensure all communications align with hospital policies, privacy regulations, and emergency protocols to maintain a secure and efficient service.

This critical service operates 24/7/365 on 8-hour rotational shifts, with rosters managed against a 6-month shift pattern including periods of late and night shifts, across weekends and public holidays. Note: penalty rates apply, so staff working the full standard roster pattern over 6 months will receive significant uplift to base remuneration (potentially approx. 16%) – e.g. Hourly rates to max. $65.55.

While your qualifications and experience tell us part of your story, your values and attitude speak louder still. At NMHS, we aim to ensure our behaviours reflect our core values: Care, Respect, Innovation, Teamwork and Integrity. During the selection process you will be assessed on your ability to fulfil the responsibilities of this position while upholding our values.

What we offer

NMHS supports flexible working practices and consideration will be given to flexible work options, where operationally appropriate. In addition to the great salary, our employees enjoy an amazing range of benefits (North Metropolitan Health Service - Pay and Benefits) including:

- Stable employment with professional and career development opportunities

- Salary packaging to increase take-home pay

- Generous paid leave entitlements

Want to know more about this role?

We encourage you to contact Allison Drury on 6457 2718 to discuss how this role aligns with your personal and career interests.

We think you’ll like it here

Our employees like working here, and we think you will too. Watch this video to find out what they have to say.

Ready to join our team?

Applicants are required to apply online at www.jobs.wa.gov.au, so allow enough time to complete the online application process and attach your documentation. If you experience difficulties, please contact Employee Services on 13 44 77 for immediate assistance during business hours.

The JDF is attached for reference. Your application should include:

- A Cover Letter (max 3 pages) explaining why you are applying for this role and providing examples to demonstrate your knowledge, experience and skills in the areas of:

- Use of computerised information systems, including accurate keyboard data entry and retrieval

- Dealing with the public in customer facing or service environments

- A detailed Resume which sets out your qualifications, capabilities and experience relevant to this position

- References – the names and contact details of two referees. It is preferable for one of your referees to have been a recent supervisor.

Eligibility to Apply: Australian citizenship or permanent residency is an essential requirement for applicants to be considered for permanent positions in the public sector. To be eligible for a fixed term appointment you must have documentary evidence of your entitlement to live and work in Australia for the period of the contract.

North Metropolitan Health Service (NMHS) fosters an environment of equity and inclusion and strives to ensure everyone experiences a sense of belonging. We celebrate the rich diversity of our community and are committed to recruiting a team that is reflective of those we care for. We encourage anyone who aligns with our values of Respect, Integrity, Teamwork, Innovation and Care to apply for this role.

NMHS is committed to growing the Aboriginal workforce as a part of our Aboriginal Health and Wellbeing Strategy. As a measure to achieve equality, Section 51 of the Equal Opportunity Act 1984 applies to this position.

NMHS upholds the social model of disability. We welcome applicants who have disability and endeavour to support reasonable workplace adjustments and flexibility. If you have any access needs or require adjustments to participate in the recruitment process, please contact the NMHS Talent Attraction Group (TAG) at email nmhs.talent@health.wa.gov.au.

Lodgement is system-generated. Any submissions after or on 4:00pm on the closing date will not be accepted.

We look forward to receiving your application.

This document can be made available in alternative formats on request.

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