Betsi Cadwaladr University Health Board
Higher Clerical Officer
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Job Overview
The Higher Clerical Officer provides administrative, customer service, and data management support to the BCUHB Integrated Vaccination Service, helping to ensure the efficient delivery of vaccination programmes across North Wales. The role includes managing patient appointments, responding to enquiries, maintaining accurate records, monitoring clinic capacity, and supporting service performance through data collection, analysis, and reporting. Key duties include coordinating bookings, acting as a first point of contact for patients, updating databases, producing reports and presentations, and supporting audits and service improvement activities.
Applicants should have strong administrative, organisational, and communication skills, experience in customer service and data management, and confidence using Microsoft Office applications, particularly Excel, Word, and Outlook.
The successful candidate will be proactive, patient-focused, and able to work effectively under pressure, both independently and as part of a multidisciplinary team.
Main Duties of the Job
The Higher Clerical Officer plays a key role in supporting the Integrated Vaccination Service by providing administrative, booking, customer service, and data management support. The post holder acts as a first point of contact for patients and stakeholders, managing vaccination appointments, responding to enquiries, and maintaining accurate patient records across relevant systems. They are responsible for collecting, validating, and analysing service data, producing reports, and supporting audits, performance monitoring, and service improvement activities. The role involves monitoring clinic capacity, maximising appointment utilisation, and identifying data quality issues for escalation where required. The post holder communicates sensitively with patients, carers, and healthcare professionals, often handling confidential or complex information with tact and professionalism. They also support colleagues through cross-cover arrangements, assist with the induction of new staff, and ensure compliance with Health Board policies, operational procedures, and data protection requirements. Working in a busy, target-driven environment, the post holder contributes to delivering an efficient, patient-focused service and achieving organisational objectives.
Working for Our Organisation
If you relish a challenge, have a passion to help others, or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute, and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.
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Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.
Please check your email account regularly. Successful applicants will receive all recruitment-related correspondence via the email account registered on the application form.
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
Detailed Job Description and Main 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
Qualifications and Knowledge
Essential criteria
- Educated to NVQ level 3 in a relevant subject or equivalent level of qualification
- Able to demonstrate English and Mathematics to GCSE or equivalent level
- HCA (NVQ level 3) pathway or willingness to work towards it or equivalent experience
- Knowledge of IM&T systems, or other patient administration systems or experience using databases
- Strong IT skills in relation to Microsoft Packages including Excel, Word, and Outlook
- Knowledge of data protection and confidentiality
Desirable criteria
- Understanding of basic medical terminology
- Knowledge of Hospital administration systems
- Welsh Language Skills are essential levels 1 to 5 in understanding, speaking, reading, and writing in Welsh or willingness to learn Welsh within 2 years of being in post qualification in Admin/Customer Care
- Qualification in Admin/Customer Care
Experience
Essential criteria
- Commitment and willingness to undertake learning and development courses as required to ensure competency for role, this will include vaccine training, administration training, basic life support, and NHS statutory and mandatory training
- Understanding of Confidentiality and Data Protection Act
- Experience within a busy working environment dealing with members of the public and colleagues
- Experience of providing and receiving information which requires tact or persuasive skills where there are barriers to understanding
- Experience of dealing with and diffusing difficult conversations and situations
- Experience using Microsoft Office packages and databases
- Experience of office and administration procedure
- Decision making and resolving work-related issues
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Desirable criteria
- The post holder would ideally have experience of administering vaccines and providing immunisation advice
- Previous administrative experience
- Awareness of patient confidentiality
Skills & Attributes
Essential criteria
- Excellent communication skills (written, verbal, and telephone)
- Excellent interpersonal skills in order to build effective rapport to create successful relationships
- Ability to work as part of a team and actively participate in team meetings
- Able to maintain and record accurate documentation of interactions between clients, colleagues, and other agencies in the appropriate legal records
- Able to demonstrate professional conduct, preserve client’s rights including confidentiality, and promote mutual respect amongst colleagues
- Able to make decisions appropriate to role, level of knowledge, and competence, using professional judgement; some of which will require analysis
- Planning and organisational skills
- Able to work flexibly and respond to changing demands in workload
- Ability to work well in a highly pressurised target-driven environment to tight deadlines
- Willingness and determination to meet performance targets and quality standards
- Able to prioritise own work and support the team daily
- Good keyboard skills and frequent VDU use for regular use of computer systems/ IT skills
Desirable criteria
- Evidence of ongoing / continuous personal development
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
Values
Essential Criteria
- Commitment to and focused on quality, promotes high standards in all they do
- Able to make a connection between their work and the benefit to client and the public
- Values diversity and difference operates with integrity and openness
- Works well with others, is positive and helpful, listens, involves, respects, and learns from the contribution of others
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