Clerical Support Officer / Call Handler

Aneurin Bevan University Health Board; Newport; On-site; GBP 25,000; Full time

Job summary

An established industry player in healthcare is seeking enthusiastic individuals to join their Trauma and Orthopaedic Scheduling team. This role is pivotal in enhancing patient care by being the first point of contact for inquiries. Candidates will utilize their excellent communication and organizational skills to manage schedules and ensure service targets are met. With a commitment to professional development, this position offers opportunities for growth within a supportive environment. If you thrive in a busy office setting and are passionate about delivering exceptional service, this opportunity is perfect for you.

Benefits

Flexible working

Paid mandatory training

Professional career pathways

Occupational health support

Wellbeing Centre of Excellence

Qualifications

• Experience in a busy office environment and call centre is essential.
• NVQ Level 2 in Business or equivalent experience is required.

Responsibilities

• Act as the first point of contact for the scheduling team.
• Manage inbound calls and emails, ensuring timely resolutions.

Skills

Excellent communication skills

Ability to meet deadlines

Polite and professional telephone manner

Ability to work well under pressure

Ability to prioritise workload

Flexible approach

Education

Good Standard of education

NVQ/QCF Level 2 in Business/Administration

Computer Literate

Job description

We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh; any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

If you are successful at interview for this post, you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore, we encourage early applications to ensure consideration for this post. If you are shortlisted for this post, you will be contacted via the email account you used to apply for this post; therefore, please check your account regularly.

Please check your email account regularly. Successful applicants will receive all recruitment-related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board supports flexible working.

Please be advised that there is a temporary top-up for Bands 2 and 3 to reflect the incorporation of the top-up to the living wage of £12.60 per hour - £24,638 per annum. This temporary top-up will be in place until the annual pay uplift for 2025/26 is confirmed.

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process.

Job Overview

We welcome applications to exciting posts within the Trauma and Orthopaedic Scheduling team based in St Woolos 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 KPIs are met.

Main duties of the job

The successful candidates will work closely with the existing Trauma and Orthopaedic booking and scheduling clerks, developing a close working relationship with them. As such, help and assistance are never far away.

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.

This post is fixed term/secondment for 12 months due to funding. If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

Working for our organisation

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.

Experience
Essential criteria

• Working in a busy office environment
• Data inputting
• Call Centre Experience

Desirable criteria

• Customer Service experience
• Previous clerical experience or similar

Qualifications
Essential criteria

• Good Standard of education
• NVQ/QCF Level 2 in Business/Administration OR equivalent demonstrable experience.
• Computer Literate

Desirable criteria

• Business administration level 2 NVQ
• Knowledge of Administration Processes

Skills
Essential criteria

• Excellent communication skills
• Ability to meet deadlines
• Polite and professional telephone manner
• Ability to work well under pressure
• Ability to prioritise workload and achieve targets within given deadlines
• Ability to have a flexible approach working either as part of a team or using one’s own initiative

Knowledge
Essential criteria

• Able to follow instructions
• Understanding of team working ethos
• Numerate and Literate

Desirable criteria

• Ability to speak Welsh

Personal Attributes
Essential criteria

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