Aneurin Bevan University Health Board
Frailty Call Handler
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Inclusion and Accessibility
We encourage applications from all with protected characteristics, including disabled and neurodiverse candidates 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.
Each job advert includes the relevant manager’s contact details, and you are encouraged to discuss any adjustments you may require directly with them. There is no obligation to disclose any personal or medical information—simply let us know what support would help you to participate fully.
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 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.
Health Board grounds are required to be smoke-free by law. Smoking is not permitted anywhere on ABUHB sites. This applies to all staff, contractors, patients and visitors. More details are available in our Smoke-Free Environment Policy. For help to quit smoking please contact our Help Me Quit Team About Help Me Quit - Aneurin Bevan University Health Board.
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Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
The salary scale for a Band 3 has been adjusted as part of the NHS Agenda for Change pay award for 2026/2027 and will be implemented in August 2026 backdated to 01 April 2026 where applicable.
Job Overview
We are looking for a confident and professional member of staff to join our front line call handling service in Vantage Point House, Cwmbran.
The successful candidate will ideally have experience of working in a customer care environment and will be well-organised and able to work under pressure.
Excellent computer skills are essential along with the ability to multi-task and respond effectively and efficiently to referrals that are received by both phone and email.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Working pattern will be :-
- 2 weekdays between hrs of 08.00- 20.00
- Saturday - between hrs of 08.00- 20.00
- Sunday - between hrs of 08.00- 20.00
- Plus Bank Holidays
Main Duties of the Job
The post holder will be responsible for processing telephone and electronic referrals from medical professionals, including GP's, Welsh Ambulance Services NHS Trust (WAST) and other healthcare professionals for patients needing to access Frailty and District Nursing Services.
Frailty SPA Call Handlers are the first point of contact for the Frailty Service and are the customer interface between the five Local Authorities and the Health Board. They will work closely with the five Community Resource Teams to ensure that referrals are processed quickly and efficiently so that patients receive medical attention without delay.
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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. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Knowledge/Experience
Essential Criteria
- Knowledge and experience of administrative procedures/problem solving
- IT Skills ie Word, Excel, Outlook
- Customer service experience
Desirable Criteria
- Previous experience/good understanding of working in a call centre
- Ability to be flexible and to meet service needs
Other
- Willing to work unsociable hours, weekends and bank holidays
- Meets all essential criteria as per attached job description/person specification
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