Senior Support Officer Role (Communication Hub)

NHS; Carmarthen; On-site; GBP 27,000 - 31,000; Full time

Job summary

A public health service provider is seeking a Senior Support Officer for their Communication Hub in Carmarthen. The role involves operational coordination and team leadership to enhance patient-facing services. The ideal candidate will have experience in health service administration, excellent communication skills, and the ability to work with confidential information. The position offers a salary of £27,898 to £30,615 per year.

Qualifications

• Understanding of Quality Improvement methodology.
• Knowledge of NHS and its operations.
• Experience in coordinating a team.

Responsibilities

• Support onboarding of new services for the Communication Hub.
• Manage daily responsibilities and staff training.
• Handle sensitive information while complying with confidentiality.

Skills

Excellent communication

Team leadership

Problem solving

IT literacy (Microsoft Office)

Education

Level 3 qualification or equivalent experience

5 GCSE's at A-C including maths and English

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Teams

Job description

Senior Support Officer Role (Communication Hub)

This is a new role within Hywel Dda's growing patient facing single point of contact service; The Communication Hub.

The team is seeking an expert in health service administration and team leadership, to provide operational coordination of the service and it's processes on a daily basis. It will require somebody who is knowledgeable of health board systems and an excellent communicator, who is self motivated and committed to quality improvement, whilst demonstrating sound personal and organisational values .

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

Main duties of the job

The successful applicant will be responsible for supporting the on-boarding of new services that the Communication Hub will be supporting and contributing to the shaping of new pathways/processes. This will involve working with the service to identify and capture their demand baseline, developing processes and response scripts, training staff in use of new processes and software, developing a relationship of trust and open communication channels.

Other tasks will include:

Completing adhoc audits to monitor compliance and generate improvement activity.

Handling confidential, contentious and sensitive information of a personal nature and observing and complying with specific and impliedconfidentiality rules and policies.

Allocating daily responsibilities via the management of the service rota, to ensure all functions are supported to meet demand.

About us

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.

We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.

We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services

Job responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 4.11.25

Person Specification

Qualification and Knowledge

• Good standard of education (5 GCSE's at A-C including maths and English)
• Level 3 qualification or equivalent experience in relevant area (e.g. Health and social care/ business management/ team leadership/ administration)
• RSA/OCR III or equivalent demonstrable experience of word processing
• IT literate with a comprehensive knowledge of Microsoft office, packages including word, excel, power point, outlook and Teams.
• An understanding of Quality Improvement methodology and understanding process.
• Knowledge of NHS and how it works
• Knowledge of HB and its development

Experience

• Experience of working in and co-ordinating a team
• Experience of development and setting up spreadsheets and managing multiple databases
• Experience of working in a busy office environment and dealing with multiple priorities.
• Evidence of problem solving
• NHS experience and knowledge of medical terminology
• Experience of call handling
• Experience of working in a changing environment
• Experience of passing on knowledge to others through designing and delivering training

Other

• Ability to travel between sites in a timely manner
• Flexible to the needs of the service
• Welsh Speaker (level 1)

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.

£27,898 to £30,615 a yearper annum (pro rata if part time)