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Job summary

Main area
Call Handler
Grade
Band 2
Contract
Permanent
Hours
Full time - 37.5 hours per week (8am to 4pm or 10am to 6pm)
Job ref
001-EA017-0825
Employer
Cardiff and Vale University Health Board
Employer type
NHS
Site
Civic Offices
Town
Barry
Salary
£24,833 per annum
Salary period
Yearly
Closing
21/08/2025 23:59

Employer heading

NHS

Call Handler

Band 2

WHO WE ARE:

Cardiff and Vale University Health Board is one of the largest Integrated Health Board in the UK, employing over 16,000 staff and providing over 100 specialist services. Serving a population of around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst also working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone and to delivering excellent care and support.

Our mission is “Living Well, Caring Well, Working Together”. We have recently refreshed our strategy, Shaping Our Future Wellbeing, which sets out the Health Board’s Vision for improving the health and wellbeing of the populations we serve by 2035 through the delivery of our strategic objectives; Putting People First, Providing Outstanding Quality, Delivering in the Right Places, and Acting for the Future. We have challenging times ahead, but we are confident that by tackling these challenges together, we can support people to live healthier lives and reduce the unfair differences in the prevalence of illness and health outcomes we see in our communities today. We aspire to deliver outstanding care and treatment for people when they need it, where they need it; care that compares well with the best in the world, but to do so, we need to transform how we deliver services over the next decade and beyond.

We are a values-driven organisation and out goals will only be realised if our values are at the heart of everything we do. Created by colleagues, patients and their families and carers, our values are:

·         We are kind and caring

·         We are respectful

·         We have trust and integrity

·         We take personal responsibility

OUR REGION:

Wales has much to offer with miles of stunning coastline, UNESCO world heritage sites and beautiful countryside. Cardiff, the thriving Welsh capital, has something for everyone. It is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline, as well as charming towns including Penarth and Cowbridge. Those seeking more culture may find themselves drawn to the National Museum, St Fagan’s Museum of Welsh Life or the Millennium Centre, home of the Welsh National Opera. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.

The salary scale above has been agreed as part of the NHS Agenda for Change pay award for 2025/2026 and will be implemented in August 2025 with arrears backdated to 1st April 2025 where applicable. 


 

Job overview

The role of the Call Handler within the Wellbeing Matters Service is to answer calls in a polite and professional manner from patients/professionals/carers who require access to a wide range of services delivered for the University Health Board’s (UHB) call centre, including district nursing, phlebotomy, equipment ordering and falls follow up services. 

Wellbeing Matters is a growing, integrated service with the aim that new services continue to come through a single point of access with additional support and service offered.

The primary duty of the role is inbound call handling, but a flexible approach to the workload is expected as staff will also be required to complete administrative based tasks – including monitoring the generic inbox and processing digital referrals - as well as outbound call handling to identified patients and holding a compassionate conversation about their wellbeing and providing advice and signposting.

In all aspects of the role, call handlers will be required to work in partnership with all staff - both clinical and non-clinical - to ensure the safe processing of all patient information, thereby ensuring that all patients receive treatment based on accurately recorded information.

Remaining flexible on all occasions when covering call handling shifts is essential in this role, as well as being adaptable to new services and ways of working.

Main duties of the job

As a call handler for the Health Board you will be working in a call centre taking calls from members of the public, Health professionals, patients and carers, as well as performing designated administrative tasks including monitoring emails and processing digital referrals. 

We currently process referrals for a wide variety of services that cover both Cardiff and the Vale. Many services are now offering electronic routes in for referrals so email processing as well as call handling skills are needed. This is a varied and interesting post for which full training will be given.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Working for our organisation

Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services.   Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.

Our mission is “Living Well, Caring Well, Working Together”, and our vision is that every person’s chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.

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

Essential criteria
  • Minimum of GCSE in English grades A-D
Desirable criteria
  • Qualification in word processing or database software e.g. WORD and EXCEL

Experience

Essential criteria
  • Previous experience in customer service or telephony handling experience
  • Good keyboard skills
Desirable criteria
  • Previous experience of answering calls to patients requiring health services
  • Previous NHS experience

Skills

Essential criteria
  • Good telephone manner and communication skills
  • Good numeracy and literacy skills
  • Good level of computer literacy
Desirable criteria
  • Experience using PARIS software

Knowledge

Essential criteria
  • Knowledge of general office working procedures
Desirable criteria
  • Knowledge of NHS processes and best practices

Employer certification / accreditation badges

Veteran AwareApprenticeships logoAge positiveDisability confident leaderhyderus o ran anableddAccredited Living Wage EmployerDefence Employer Recognition Scheme (ERS) - GoldArmed Forces CovenantDFN Project Search LogoStonewall Top 100 Employers in 2023Stonewall Top 100 Employers in 2023Core principles

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Welsh language skills are desirable

Documents to download

Apply online now

Further details / informal visits contact

Name
Harry Newman
Job title
Operational Manager
Email address
[email protected]
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