Clerical Support Officer / Call Handler

Aneurin Bevan University Health Board

May 14

Applications are closed

Job
Full-time
Entry & Junior Level
Customer Relations
Healthcare
Newport

Requirements

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

Responsibilities

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.
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.
The successful candidates will become valued members of the team and have the opportunity to develop themselves professionally within the role.

FAQs

What are the main duties of a Clerical Support Officer / Call Handler?

The main duties include being the first point of contact for incoming calls and emails, ensuring a one-call resolution, maintaining and booking patients in the scheduling system, and working closely with the existing Trauma and Orthopaedic booking and scheduling clerks.

Is previous experience in a call center necessary for this role?

While previous call center experience is desirable due to the nature of the role, all necessary training will be provided in-house.

Are applications accepted in Welsh?

Yes, applicants can apply in Welsh, and any application submitted in Welsh will not be treated less favourably than those submitted in English.

What are the essential criteria for the experience required for this position?

The essential criteria include working in a busy office environment, data inputting, and call center experience.

Is there a fixed term for this job position?

Yes, this post is fixed term/secondment for 12 months due to funding.

What qualifications are required for this job?

A good standard of education, an NVQ/QCF Level 2 in Business/Administration or equivalent demonstrable experience, and being computer literate are essential qualifications.

Will I be part of a team in this role?

Yes, you will work closely with existing team members in the Trauma and Orthopaedic booking and scheduling clerks, developing a collaborative working relationship.

Are there opportunities for professional development?

Yes, the job offers extensive training and development opportunities, including paid mandatory training, in-house programs, and pathways for recognized qualifications.

How will successful applicants be notified?

Successful applicants will receive their conditional offer of appointment and information pack via the email account they used to apply for the position.

Is the ability to speak Welsh required for this role?

While the ability to speak Welsh is desirable, it is not a requirement. English and/or Welsh speakers are welcome to apply.

Aneurin Bevan University Health Board

Science & Healthcare

Industry

10,001+

Employees

2009

Founded Year

Mission & Purpose

Aneurin Bevan University Health Board was established on the 1st October 2009 and covers the areas of Blaenau Gwent, Caerphilly, Monmouthshire, Newport, Torfaen and South Powys. The Health Board employs over 14,000 staff, two thirds of whom are involved in direct patient care. There are more than 250 consultants in a total of over 1000 hospital and general practice doctors, 6,000 nurses, midwives, allied professionals and community workers