Clerical Support Officer / Call Handler
Company: Aneurin Bevan University Health Board
Job Summary
First point of contact for the Trauma and Orthopaedic Scheduling team. Handle inbound calls and emails, ensuring one‑call resolution and timely email responses. Support diary maintenance to meet service targets and KPI’s.
Responsibilities
* Respond to inbound calls and emails, resolving issues and achieving one‑call resolution.
* Maintain and book patients in the diary to meet service targets and KPI’s.
* Collaborate with existing booking and scheduling clerks to provide excellent customer service.
Qualifications & Experience
* Experience: Working in a busy office environment, data inputting, call centre experience.
* Desirable: Customer service experience, previous clerical experience.
* Qualifications: Good standard of education, NVQ/QCF Level 2 in Business/Administration or equivalent, computer literate.
Skills & Attributes
* Excellent communication skills.
* Ability to meet deadlines.
* Polite and professional telephone manner.
* Ability to work well under pressure.
* Ability to prioritise workload and achieve targets within given deadlines.
* Flexible approach working either as part of a team or using one’s own initiative.
* Able to follow instructions.
* Understanding of team working ethos, numerate and literate.
* Willingness to work under direction but also a self‑starter.
* Commitment to achieving high quality standards.
* Accurate and methodical.
Location: St Woolos Hospital, Newport, NP20 4SZ
Contract: Fixed term, 12 months
Band 2, Salary £24,833 per annum
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