Empathetic Call Handler & Admin Coordinator

The Methodist Church in Britain; Caerleon; On-site; GBP 20,000 - 24,000; Full time

Benefits offered by this job

Paid mandatory training

In-house training and development

Qualifications programmes

Career development

Flexible working

Occupational health support

Wellbeing Centre of Excellence

Job summary

Aneurin Bevan University Health Board in Wales is seeking a compassionate administrator to act as the first point of contact for concerns from patients, families and service users. You will log calls in RLDatix, record details accurately and agree actions with the Concerns Manager.

The role requires a calm, empathetic approach, strong IT skills (Word, Excel, Outlook) and the ability to work with distressed individuals.

Qualifications

• Vocational Level 3 or equivalent demonstrable experience in administrative procedures and systems.
• Experience in administrative procedures and IT skills.
• Experience in a customer-focused environment.
• Experience liaising and communicating with stakeholders at all levels.

Responsibilities

• Take first-point-of-contact calls from complainants and direct or monitor them.
• Collect accurate complainant details while keeping information confidential and GDPR-compliant.
• Respond empathetically to distressed or bereaved complainants.
• Agree actions with the Concerns Manager or an experienced team member to resolve matters early.
• Log call information accurately on RLDatix.
• Check draft complaint response letters are correctly formatted and printed before Chief Executive sign-off.
• Use own initiative in situations outside procedures, seeking advice where needed.
• Use Word, Excel, PowerPoint, Outlook and RLDatix for incidents and complaints.
• Provide administrative support to the Listening to People Team.

Skills

Excellent telephone manner

Prioritise and plan workload

Verbal and written communication

Interpersonal skills

Flexible approach to work

Education

Vocational Level 3 or equivalent

Tools

Word

Excel

PowerPoint

Outlook

RLDatix

Job description

Aneurin Bevan University Health Board in Wales is seeking a compassionate administrator to act as the first point of contact for concerns from patients, families and service users. You will log calls in RLDatix, record details accurately and agree actions with the Concerns Manager.

The role requires a calm, empathetic approach, strong IT skills (Word, Excel, Outlook) and the ability to work with distressed individuals.