Clerical Support Officer / Call Handler inAbergavenny inAbergavenny PUBLISHED
SAT 4 JAN 2025
Opportunity to develop communication and customer service skills in a supportive environment.
Chance to work as part of a dedicated Trauma and Orthopaedic Scheduling team, promoting a collaborative workplace culture.
Flexible working arrangements that support a healthy work-life balance.
Access to extensive training and professional development opportunities within a multi-award winning NHS organisation.
Possibility to make a significant impact by being the first point of contact for patients, enhancing their experience.
The role is situated within a reputable organization that values diversity and inclusion, welcoming applications in both Welsh and English.
The Clerical Support Officer / Call Handler role at Aneurin Bevan University Health Board in Abergavenny involves serving as the primary point of contact for the Trauma and Orthopaedic Scheduling team. The successful candidate will manage inbound calls and emails, ensuring efficient resolution of inquiries and timely processing of patient bookings to meet service targets. Strong communication and customer service skills are essential, with previous call center experience being desirable. The position is fixed-term for 8 months and offers opportunities for professional development within a supportive team environment.
The Health Board values diversity and encourages applications from individuals with protected characteristics and those in the Armed Forces Community. They support flexible working and provide a comprehensive benefits package aimed at promoting employee well-being. Applicants should possess a good standard of education and experience in a busy office environment, with the ability to work under pressure while maintaining high-quality standards. Knowledge of administrative processes and computer literacy is required, while the ability to speak Welsh is considered an asset.
The Health Board values diversity and encourages applications from individuals with protected characteristics and those in the Armed Forces Community. They support flexible working and provide a comprehensive benefits package aimed at promoting employee well-being. Applicants should possess a good standard of education and experience in a busy office environment, with the ability to work under pressure while maintaining high-quality standards. Knowledge of administrative processes and computer literacy is required, while the ability to speak Welsh is considered an asset.
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.
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 short listed for this post, you will be contacted via your email account you used to apply for this post, therefore 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 support flexible working.
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job Overview
We welcome applications to exciting posts within the Trauma and Orthopaedic Scheduling team based in Nevill Hall 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.
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.
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. As such help and assistance is never far away.
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.
This post is fixed term for 8 months due to - meet the needs of the service
Working for our organisation
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Experience
Essential criteria
Essential criteria
Essential criteria
Essential criteria
Essential criteria
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 short listed for this post, you will be contacted via your email account you used to apply for this post, therefore 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 support flexible working.
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job Overview
We welcome applications to exciting posts within the Trauma and Orthopaedic Scheduling team based in Nevill Hall 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.
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.
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. As such help and assistance is never far away.
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.
This post is fixed term for 8 months due to - meet the needs of the service
Working for our organisation
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Experience
Essential criteria
- Working in a busy office environment
- Data inputting
- Call Centre Experience
- Customer Service experience
- Previous clerical experience or similar
Essential criteria
- Good Standard of education
- NVQ/QCF Level 2 in Business/Administration OR equivalent demonstrable experience.
- Computer Literate
- Business administration level 2 NVQ
- Knowledge of Administration Processes
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 work flexibly either as part of a team or using one’s own initiative
Essential criteria
- Able to follow instructions
- Understanding of team working ethos
- Numerate and Literate
- Ability to speak Welsh
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 to the needs of the service
- Accurate and methodical
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inAbergavenny
51.82536697387695 -3.019423007965088 Abergavenny, Wales, United Kingdom 
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