Switchboard Business Support Officer (Carmarthenshire)

NHS; Llanelli, Carmarthen; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in Wales is looking for a Switchboard Business Support Officer. Responsibilities include producing reports, assisting staff with digital systems, and managing staff training. Ideal candidates have administrative experience, knowledge of ITIL policies, and strong digital communication skills. This role offers flexible working arrangements.

Qualifications

• Proven experience in a clerical or administrative role, preferably within a healthcare setting.
• Knowledge of ITIL policies related to incident management.
• Familiarity with digital systems in healthcare.

Responsibilities

• Produce reports for management teams.
• Assist users in effective utilization of digital systems.
• Coordinate staff management and training.

Skills

Administrative experience

ITIL knowledge

Digital communication skills

Customer service skills

Education

Level 3 qualification in business administration or equivalent

ITIL Foundation Certification

Digital Communications Certification

Tools

Microsoft Office Suite

SharePoint

Job description

Switchboard Business Support Officer (Carmarthenshire)

The post is to assist in ensuring the provision of a high quality and cost-effective Switchboard Service. Responsible for the smooth and efficientrunning of all aspects of Switchboard Services including staff and incident management, as well as supporting the Switchboard systems in accordance with Health Board and departmental telephony standards and procedures.o Work closely with the Head of Digital Business & Engagement and Digital Services Senior Team, providing high quality andcomprehensive administrative support, including robust reports, KPI monitoring and action plans. Assist in the development and production of a range of data quality reports which will be shared with system users and managers.o Communicate with organisations and individuals from outside of the Health Board, ensuring confidentiality is maintained where necessaryand acting with tact and diplomacy when dealing with sensitive or contentious issues.

Main duties of the job

Produce regular reports both for Digital Services and relevant management teams and committees, including Infographics, statisticalinformation, graphics and templates.

Provide assistance to users to enable them to make the most effective use of digital systems and equipment and to minimise the impact of Digital problems on the business of the Health Board, on patient care and those working to deliver healthcare services.

Exercise independent judgement and initiative when problems arise, this could include major incident co-ordination, following protocols foralarms or dealing with difficult conversations, taking the necessary actions to resolve or refer on to the appropriate person.Make decisions within own area of authority or refer to the Switchboard Manager, Head of Digital Business & Engagement or appropriate person or department.

Co-ordinate and manage staff which will include; managing sickness absence; recruitment & selection; induction training; deliveringtraining to staff in the workplace; undertaking PADR's for staff under their line management, monitoring KPI's and dealing with anycompetency issues within the team.

Be involved in and manage the introduction of new telephony systems, paging and other systems as required.

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

Communicate to a wide range of audiences, in both written, visual and verbal methods utilising a range of communication platforms topromote the Digital Services team both internally and externally.

Base is to be confirmed and will be discussed at interview along with home/remote working details.

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 08/12/2025.

Person Specification

Qualifications & Knowlege

• Level 3 Qualification in a business administration related field or equivalent experience
• Knowledge of ITIL policies and procedures related to incident and problem management.
• ITIL Foundation Certification or equivalent experience
• Digital Communications Certification
• Experienced and competent in use of office systems and functions, comprehensive knowledge and competence of Microsoft office packages including word, excel, PowerPoint, email.

Experience

• Administrative Experience: Proven experience in a clerical or administrative role, preferably within a healthcare setting. This includes managing schedules, organising meetings, and producing reports
• Digital Services Experience: Familiarity with digital systems, equipment, and software used in healthcare settings. Experience in managing digital communication channels such as intranet, internet, SharePoint, and social media.
• Customer Service Experience: Strong customer care skills to support users effectively, ensuring they can make the most of digital systems and equipment.
• Service Management Experience: Experience in auditing, monitoring, and reviewing work processes to ensure optimum productivity and service effectiveness.

Other

• Flexible Approach: Adapts to changing circumstances and requirements
• Self-Motivated: Able to work independently, taking initiative within the scope of the role.
• 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.

Glangwili General Hospital/ Prince Philip Hospital

Full-time,Flexible working,Home or remote working

Reference number

100-AC321-1125

Job locations

Glangwili General Hospital/ Prince Philip Hospital