Call HandlerinTonypandyinTonypandyPUBLISHED SAT 22 MAR 2025
Opportunity to contribute to the healthcare system by supporting urgent primary care services in the community.
Flexibility with annualised hours allows for a better work-life balance, especially for those who require variable work hours.
Possibility of transitioning to contracted hours as more shifts become available, providing job stability.
The role promotes the development of strong communication skills and experience in call handling, which are valuable in many career paths.
Working in a dynamic environment enhances problem-solving skills and the ability to think on one's feet.
Being part of a proud local employer where employees are invested in the community they serve, fostering a sense of belonging.
Training opportunities are provided, allowing candidates to learn multiple new IT systems and enhance their technical skills.
Job Opportunity: Call Handler at Cwm Taf Morgannwg University Health Board
Are you looking for a rewarding job that makes a genuine difference to people's lives? Cwm Taf Morgannwg University Health Board is seeking compassionate and dedicated Call Handlers to join our vibrant team in Tonypandy. As part of our Urgent Primary Care Service, you'll be the reassuring voice for those in need, working in a supportive environment that values respect, teamwork, and community spirit.
This position offers a flexible annualised hours contract, with the potential to move to contracted hours as shifts become available. You’ll need to be available across a 24/7 rota, including nights and bank holidays. If you enjoy helping others and thrive in a fast-paced setting, we want to hear from you! A good grasp of IT and prior experience in handling calls are advantageous, but your passion for helping others is what matters most. Join us, and be part of a team that listens, learns, and improves every day. To discuss the role informally, please contact Martine Randall at 01443 444078.
Opportunity to contribute to the healthcare system by supporting urgent primary care services in the community.
Flexibility with annualised hours allows for a better work-life balance, especially for those who require variable work hours.
Possibility of transitioning to contracted hours as more shifts become available, providing job stability.
The role promotes the development of strong communication skills and experience in call handling, which are valuable in many career paths.
Working in a dynamic environment enhances problem-solving skills and the ability to think on one's feet.
Being part of a proud local employer where employees are invested in the community they serve, fostering a sense of belonging.
Training opportunities are provided, allowing candidates to learn multiple new IT systems and enhance their technical skills.
Job Summary
Cwm Taf Morgannwg University Health Board -Communications Hub
Call Handler - 52 annualised hours with availability of additional hours
Cwm Taf Morgannwg University Health Board is looking to call handlers for its Urgent Primary Care Service which operates 24/7 365 days a year based at our call centre located at Ty Elai Dinas Isaf Estate, Williamstown, Tonypandy.
The position is for 52 annualised hours with the liklihood of moving to contracted hours as vacant shifts become available over time.
We are looking for candidates who are able to work shifts across 24 hours a day and seven days a week including overnights.
Successful candidates also need to undertake some shifts on bank holidays including Christmas & Easter as required as service delivery is 24/7, 365 days a year.
Successful candidates will need to be able to commit to a period of training undertaken over a two week period during both evenings and daytimes.
The role involves answering and processing telephone calls for the Urgent Primary Care services.
Candidates will need to be IT literate with good keyboard skills and confident to learn multiple new IT systems.
Ideally, candidates will have some experience of call handling or communicating regularly with the public over the telephone.
Main duties of the job
We want to hear from people who are flexible and feel they can meet the challenge of working within this dynamic environment.
For an informal discussion, please contact Martine Randall on .
To receive and process calls for the urgent primary care services, communicating with members of the public and healthcare professionals.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
About Us
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We Live By Our Core Values
Date posted
17 March 2025
Pay scheme
Agenda for change
Band
Band 2
Salary
£23,970 a year per annum, pro rata
Contract
Permanent
Working pattern
Annualised hours
Reference number
110-AC
Job locations
Ty Elai
Williamstown
Rhondda Cynon Taff
CF40 1NY
Job Description
Job 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.
Responsibilities
Job description Job 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
Knowledge/Skills Essential
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information 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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Cwm Taf Morgannwg University Health Board
Address
Ty Elai
Williamstown
Rhondda Cynon Taff
CF40 1NY
Employer's website
www.jobsincare.com/job/jblifc15 (Opens in a new tab)
Cwm Taf Morgannwg University Health Board -Communications Hub
Call Handler - 52 annualised hours with availability of additional hours
Cwm Taf Morgannwg University Health Board is looking to call handlers for its Urgent Primary Care Service which operates 24/7 365 days a year based at our call centre located at Ty Elai Dinas Isaf Estate, Williamstown, Tonypandy.
The position is for 52 annualised hours with the liklihood of moving to contracted hours as vacant shifts become available over time.
We are looking for candidates who are able to work shifts across 24 hours a day and seven days a week including overnights.
Successful candidates also need to undertake some shifts on bank holidays including Christmas & Easter as required as service delivery is 24/7, 365 days a year.
Successful candidates will need to be able to commit to a period of training undertaken over a two week period during both evenings and daytimes.
The role involves answering and processing telephone calls for the Urgent Primary Care services.
Candidates will need to be IT literate with good keyboard skills and confident to learn multiple new IT systems.
Ideally, candidates will have some experience of call handling or communicating regularly with the public over the telephone.
Main duties of the job
We want to hear from people who are flexible and feel they can meet the challenge of working within this dynamic environment.
For an informal discussion, please contact Martine Randall on .
To receive and process calls for the urgent primary care services, communicating with members of the public and healthcare professionals.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
About Us
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We Live By Our Core Values
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
Date posted
17 March 2025
Pay scheme
Agenda for change
Band
Band 2
Salary
£23,970 a year per annum, pro rata
Contract
Permanent
Working pattern
Annualised hours
Reference number
110-AC
Job locations
Ty Elai
Williamstown
Rhondda Cynon Taff
CF40 1NY
Job Description
Job 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.
Responsibilities
Job description Job 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
Knowledge/Skills Essential
- Good verbal and written communication skills
- Ability to work overnight periods
- Previous call handling experience
- Good keyboard skills
- Ability to speak Welsh
- Good verbal and written communication skills
- Ability to work overnight periods
- Previous call handling experience
- Good keyboard skills
- Ability to speak Welsh
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information 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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Cwm Taf Morgannwg University Health Board
Address
Ty Elai
Williamstown
Rhondda Cynon Taff
CF40 1NY
Employer's website
www.jobsincare.com/job/jblifc15 (Opens in a new tab)
More information related to this job opportunity, from jobsincare:
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More about the NHS
The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values.Learn more...
Useful skills for a Call Handler:
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To work as a Call Handler in the UK, you'll need a mix of technical and interpersonal skills. Here are some key skills that are important for this role:
1. Communication Skills: Clear and effective verbal communication is essential, as you'll be speaking to customers or clients over the phone. Good listening skills are equally important.
2. Customer Service Orientation: A strong commitment to providing high-quality customer service is crucial. This involves being polite, patient, and empathetic.
3. Problem-Solving Skills: You'll often need to think on your feet to resolve customer issues efficiently and effectively.
4. Organisational Skills: Managing calls, tracking issues, and documenting interactions require strong organisational abilities.
5. Attention to Detail: Accurate information gathering and recording are vital, particularly for handling sensitive information.
6. Technical Proficiency: Familiarity with computer systems, customer relationship management (CRM) software, and telephone systems is often required.
7. Time Management: Being able to handle calls efficiently while managing time effectively is important to meet company targets.
8. Empathy and Patience: Understanding and connecting with customers, especially when they're frustrated, is crucial in providing good service.
9. Resilience: The ability to handle challenging interactions and remain calm under pressure is important.
10. Teamwork: Many call handlers work as part of a team, so the ability to collaborate and support colleagues is beneficial.
11. Flexibility: Being able to adapt to changing situations, such as new procedures or varying call volumes, is valuable.
12. Cultural Awareness: Understanding and respecting cultural differences can enhance communication with diverse customer bases.
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