Senior ATO - Customer Service

NHS; Hereford; On-site; GBP 25,000 - 27,000; Full time

Job summary

Wye Valley NHS Trust is seeking a friendly, organised, and professional individual to join the Pharmacy team as an ATO - Customer Service position at Hereford County Hospital. You will be the first point of contact for patients, carers and staff, handling face-to-face and telephone enquiries, prescriptions, messages, and directing queries to the appropriate team member.

Role involves supporting Dispensary and Ward-Based Pharmacy services, assisting with preparation, dispensing, distribution and

Qualifications

• Clear and professional communication with patients, carers and staff.
• Strong time management to meet deadlines in a busy hospital setting.
• Ability to prioritise competing demands while delivering a positive experience.

Responsibilities

• Provide support to Pharmacy services across Dispensary and Ward-Based Services under supervision.
• Assist in preparation, dispensing, distribution and stock control of medicines.
• Use standard procedures and judgement to prioritise workload; contribute to service improvements.
• Supervise and train Band 2 ATO staff when required.

Skills

Communication

Time management

Prioritisation

Customer service

Education

GCSEs (Maths, English, two others)

Level 2 in Pharmacy Services

In-house training for Band 3 duties

Job description

Band 2 to Band 3 progression (upon completion of competencies)

Main area Pharmacy Grade Band 2 to Band 3 progression (upon completion of competencies) Contract Permanent Hours Full time - 37.5 hours per week (Shift patterns between the working hours of 08:30-18:00. Weekend and Bank Holiday working on a rota basis) Job ref 229-CS-8415901

Site Hereford County Hospital Town Hereford Salary £25,272 - £27,476 Progression from B2 to B3 upon completion of competencies Salary period Yearly Closing 20/11/2026 23:59

*Please note this post is open to B2 applicants if the qualifications/competencies described in the Person Specification have not yet been achieved*

Job overview

ATO - Customer Service position

We are looking for a friendly, organised and professional individual to join our Pharmacy team, with a key focus on providing an efficient and welcoming reception service. You will be an important first point of contact for patients, carers, hospital staff and other healthcare professionals, responding to face-to-face and telephone enquiries, receiving and managing prescriptions, taking and relaying messages, and helping to ensure queries are directed to the appropriate member of the Pharmacy team. You will use pharmacy electronic systems to support prescription tracking and workflow, undertake a range of administrative duties and handle confidential patient information appropriately. Working in a busy environment, you will need excellent communication and organisational skills, a calm and helpful approach, and the ability to prioritise competing demands while delivering a positive experience for everyone accessing the Pharmacy service.

Main duties of the job

To provide support to Pharmacy services across the Dispensary and Ward-Based Services, under the supervision of registered pharmacy professionals. The post holder will assist in the preparation, dispensing, distribution, and stock control of medicines, ensuring safe and timely supply to patients and departments.

The role includes routine and non-routine tasks, requiring the use of standard procedures and judgement in prioritising workload.

The post holder will also support the supervision and training of Band 2 ATO staff and contribute to service improvement initiatives.

Working for our organisation

Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT , the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.

Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.

We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we’d want for our family and friends.

More than 3,500 people work for the Trust – they tell us it’s a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.

We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.

Russell Hardy, Trust Chairman: “The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential.”

Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time…all the time.

Detailed job description and main responsibilities

To view role requirements and role responsibilities in full, please view supporting documents linked to this vacancy.

Person specification

Education & Qualifications

• 4 GCSE’s at grace C or above in Maths, English and two other subjects
• Level 2 in Pharmacy Services
• Completion of in-house training programme demonstrating competency for Band 3 duties

Skills, Knowledge & Abilities

• Able to communicate clearly and professionally with patients, carers and healthcare staff both verbally and in writing
• Able to manage time effectively and meet deadlines

Experience

• Experience working in a pharmacy or healthcare setting
• Experience working in a hospital pharmacy environment
• Experience dealing with patients, healthcare professionals and the public

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.