Clerical Support Officer / Call Handler

Job Summary

We welcome applications to exciting posts within the Trauma and Orthopaedic Scheduling team based in Nevill Hall Hospital. The Trauma and Orthopaedic scheduling team manage the diaries for all elective surgeries across ABUHB. This role will be the next stage in providing a more patient-focused approach for the service.

The role is to be the first point of contact for anyone who wishes to contact our team. You will be responsible for dealing with inbound calls and emails to our team ensuring a one call resolution and emails dealt with within a set time scale. You will also be allocated to a scheduler to help maintain and book patients from the diary to ensure service targets and KPI's are met.

Main Duties of the Job

THIS POST IS FIXED TERM/SECONDMENT FOR 12 MONTHS DUE TO MEET THE NEEDS OF THE SERVICE.

The successful candidates will work closely with the existing Trauma and Orthopaedic booking and scheduling clerks, developing a close working relationship with them. We are looking for candidates with excellent communication and customer service skills. Previous call centre experience is desirable due to the nature of the role; however, all other training can be provided in-house. Previous WelshPAS and CWS experience would be advantageous. The successful candidates will become valued members of the team and have the opportunity to develop themselves professionally within the role.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

About Us

Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work-life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high-quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

Job Details

Date posted: 09 April 2025

Pay scheme: Agenda for change

Band: Band 2

Salary: £23,970 a year per annum pro rata

Contract: Secondment

Working pattern: Part-time

Reference number: 040-AC136-0425

Job Responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification

Experience

• Essential: Working in a busy office environment
• Essential: Data inputting
• Essential: Call Centre Experience
• Desirable: Customer Service experience
• Desirable: Previous clerical experience or similar

Qualifications

• Essential: Good Standard of education
• Essential: NVQ/QCF Level 2 in Business/Administration OR equivalent demonstrable experience.
• Essential: Computer Literate
• Desirable: Business administration level 2 NVQ
• Desirable: Knowledge of Administration Processes

Skills

• Essential: Excellent communication skills
• Essential: Ability to meet deadlines
• Essential: Polite and professional telephone manner
• Essential: Ability to work well under pressure
• Essential: Ability to prioritise workload and achieve targets within given deadlines
• Essential: Ability to work flexibly either as part of a team or using one's own initiative

Knowledge

• Essential: Able to follow instructions
• Essential: Understanding of team working ethos
• Essential: Numerate and Literate
• Desirable: Ability to speak Welsh

Personal Attributes

• Essential: Ability to work under pressure
• Essential: Willingness to work under direction but also a self-starter
• Essential: Demonstrate a commitment to achieving high-quality standards
• Essential: Flexible to the needs of the service
• Essential: Accurate and methodical

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.

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.

Employer Details

Employer name: Aneurin Bevan University Health Board

Address: Nevill Hall Hospital, Brecon Road, Abergavenny, NP7 7EG

Employer's website: https://abuhb.nhs.wales/