Overview
Listening to People Call Handler/Administrator Jobs in Caerleon, Wales, United Kingdom at Aneurin Bevan University Health Board
Title: Listening to People Call Handler/Administrator
Company: Aneurin Bevan University Health Board
Location: Caerleon, Wales, United Kingdom
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 [email protected]
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
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process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
The aim of the LtP Call Handler/Administrator is to provide the initial point of contact for telephone concerns received by the Corporate LtP Team. They will also be responsible for uploading the information onto RLDatix.
The post holder will be required to use their own initiative when dealing with situations outside the parameters of procedures, but they can liaise with the Concerns Manager or experienced member of the LtP team for advice and guidance when required, particularly for difficult situations.
The post holder will also provide administrative support to the Listening to People Team.
They will promote a compassionate approach whilst responding to patient, family and service user enquires commensurate with organisational values, which promotes active listening and learning as the basis for improved engagement.
Main duties of the job
- To be responsible as the first point of contact for receiving, directing and monitoring calls from complainants.
- To obtain accurate details from the complainant, maintaining confidentially and ensuring compliance with General Data Protection Regulations (GDPR).
- To maintain an empathetic approach, whilst interpreting the needs of distressed /bereaved complainants.
- Discuss and agree actions with the Concerns Manager or experience member of the team, to facilitate early resolution wherever possible.
- Ensure detailed and accurate logging of information received from the complainant onto RLDatix.
- Assist in the complaints process for ensuring that draft complaint response letters that are sent to the Listening to People Team are correctly formatted and printed, prior to sign off by the Chief Executive.
- The post holder will be required to use the software packages that are in operation within the Health Board including, Word, Excel, PowerPoint and Outlook. Also, input and access information on RLDatix (i.e., web based Datix for incidents and separate module for complaints).
- Provide support to the Public Services Ombudsman for Wales (PSOW) and the Serious Incident Team, if required.
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 specialty 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.
Other
Essential criteria
- Flexible approach to work and working arrangements
Aptitude and Abilities
Essential criteria
- Excellent telephone manner and ability to deal with distressed callers
- Ability to prioritise, plan workload effectively and identify urgent action
- Good communicator and interpersonal skills, both verbal and written
- Ability to work under pressure
Desirable criteria
- Negotiation skills
Experience
Essential criteria
- Knowledge and experience of administrative procedures, IT skills
- Experience of working in a customer focused environment.
- Liaising/communicating with all levels of stakeholders
Desirable criteria
- Previous experience of working in an NHS setting
- Working experience of ABUHB E-Systems (e.g. Datix/RLDatix)
Qualifications And Or Knowledge
Essential criteria
- Knowledge of administrative procedures and systems, some of which are non-routine, and non-routine activities such as answering queries, progress chasing, task related problem solving, acquired through experience and training to Vocational Level 3 or equivalent demonstrable experience
Desirable criteria
- Welsh language level 3 or fluent Welsh speaker
- ECDL qualified
