Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE TRUST
The Operations Support Officer provides coordination, analysis, and planning support across the Operations Directorate. The role supports the Operations Support Manager and Executive Director of Operations, helping deliver operational, clinical, governance, and performance priorities. The post holder contributes to IMTP delivery, organisational effectiveness, and improvement activity by interpreting data, informing decision‑making, and coordinating key work streams. The role requires strong communication skills to work with internal and external partners, supporting meetings, producing reports, and representing the directorate when required. Flexibility is needed to meet business needs, with work mainly during office hours but occasionally varied. As part of the Operations Team, the post holder works across multiple directorates and national groups, supporting collaboration, planning, and delivery of consistent, high‑quality operational services.
Main duties of the job
Support the Operations Support Manager in coordinating directorate work streams, planning activity, and delivering operational and governance tasks. Analyse and interpret complex performance, operational, and financial data to inform reports, improvement work, and service development. Maintain action logs, information systems, statistical reporting, and minute‑taking for key meetings. Lead or support performance improvement projects, audits, and investigations, identifying opportunities for efficiency and service development. Communicate effectively across the organisation, representing the directorate in meetings, preparing presentations, and supporting partnership work with stakeholders, including Trade Unions. Contribute to policy development, governance processes, asset planning, procurement activity, and identification of savings opportunities. Allocate work as required across directorate teams and provide high‑quality administrative and organisational support to ensure effective delivery of operational objectives.
Working for our organisation
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Detailed job description and main responsibilities
You will be able to find a full Job Description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac
Person specification
Qualifications and Knowledge
Essential criteria
* Educated to degree level in relevant healthcare related subject/discipline or equivalent experience of working in a service delivery environment
* Project/business management qualification to post-graduate level or equivalent professional knowledge of service delivery within ambulance services
* Highly detailed knowledge of capacity, demand, and activity within the ambulance service.
* UK full Driving Licence
Desirable criteria
* PRINCE2 qualification
Experience
Essential criteria
* Experience of working within an operational or control room setting
* Experience of inter-agency working between ambulance and other emergency services.
* Experience of working in partnership with other health and care organisations.
* Involvement in change projects to bring about efficiency savings and improved working practices.
* Evidence of continuing professional development
* Proficient in the use of Microsoft Office and standard keyboard skills
Desirable criteria
* Experience in audit/benchmarking
Skills and Attributes
Essential criteria
* Ability to communicate highly complex and emotive information clearly and openly with staff
* Ability to work effectively as part of a multi-professional, organisational team
* Ability to see tasks through to completion and evaluate effectiveness and impact opportunity
* Effective influencing skills to achieve desired outcomes with internal and external stakeholders
* Ability to gather, analyse and interpret performance and financial information
* Ability to coordinate and monitor competing tasks in a high-pressured environment
* Ability to work on own initiative and organise own workload with minimal supervision, working to tight and often changing timescales
* Excellent numerical and presentation skills
* Ability to inform calm and rational decisions in the face of adversity
Desirable criteria
* Welsh Language Skills are desirable, levels 1 to 5 in understanding, speaking, reading, and writing in Welsh