Clerical Support Officer / Call Handler
Aneurin Bevan University Health Board is looking for a Clerical Support Officer / Call Handler to join our Trauma and Orthopaedic Scheduling team at St Woolos Hospital. This is a fixed‑term secondment for 12 months due to funding.
We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh; any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.
Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 or email abb.vacancyrequests@wales.nhs.uk.
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are shortlisted for this post, you will be contacted via the email address you used to apply, so please check your account regularly.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Aneurin Bevan University Health Board supports flexible working.
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process.
Job Overview
This post is fixed term/secondment for 12 months due to funding.
We welcome applications to exciting posts within the Trauma and Orthopaedic Scheduling team based in St Woolos Hospital.
The Trauma and Orthopaedic scheduling team manage the diaries for all elective surgeries across ABUHB. This role will be the next stage in providing a more patient focused approach for the service.
Main duties of the job
The successful candidates will work closely with the existing Trauma and Orthopaedic booking and scheduling clerks, developing a close working relationship with them. The role is to be the first point of contact for anyone who wishes to contact our team. You will be responsible for dealing with inbound calls and emails to our team ensuring a one call resolution and emails dealt with within a set time scale. You will also be allocated to a scheduler to help maintain and book patients from the diary to ensure service targets and KPI's are met.
English and/or Welsh speakers are equally welcome to apply.
We are looking for candidates with excellent communication and customer service skills. Previous call centre experience is desirable due to the nature of the role, however all other training can be provided in house. Previous WelshPAS and CWS experience would be advantageous.
The successful candidates will become valued members of team and have the opportunity to develop themselves professionally within the role.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Currently we are unable to provide certificates of sponsorship for this role as it does not meet the Home Office’s criteria. Anyone requiring a certificate of sponsorship is therefore unable to be shortlisted and interviewed.
Experience
Essential criteria
* Working in a busy office environment
* Data inputting
* Call Centre Experience
Desirable criteria
* Customer Service experience
* Previous clerical experience or similar
Qualifications
Essential criteria
* Good Standard of education
* NVQ/QCF Level 2 in Business/Administration or equivalent demonstrable experience.
* Computer Literate
Desirable criteria
* Business administration level 2 NVQ
* Knowledge of Administration Processes
Skills
Essential criteria
* 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
* Ability to have a flexible approach working either as part of a team or using one’s own initiative
Knowledge
Essential criteria
* Able to follow instructions
* Understanding of team working ethos
* Numerate and Literate
Desirable criteria
* Ability to speak Welsh
Personal Attributes
Essential criteria
* Ability to work under pressure
* Willingness to work under direction but also a self-starter
* Demonstrate a commitment to achieving high quality standards
* Flexible approach to the needs of the service
* Accurate and methodical
#J-18808-Ljbffr