Job summary
- Main area
- Health Records
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 001-AC111-0625
- Employer
- Cardiff and Vale University Health Board
- Employer type
- NHS
- Site
- University Hospital Llandough
- Town
- Llandough
- Salary
- £24,433 - £26,060 per annum
- Salary period
- Yearly
- Closing
- 18/06/2025 23:59
Employer heading

Call Handler
Band 3
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.
Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.
This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed
Job overview
An exciting opportunity has arisen in our call centre, based within the health records department.
Based in the Appointments Booking Centre, the successful candidate would take calls from patients wishing to book and rearrange hosptial appointments and other general queries.
Main duties of the job
Take calls from patients wishing to book and rearrange hospital appointments in a call centre based environment.
The ability to speak Welsh is desirable for this post; Welsh and/or English 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 15,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving 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 working with our partners to develop regional services.
Our mission is “Caring for People, Keeping People Well”, and our vision is that every person’s chance of leading a healthy life should be equal. As an organisation we are unashamedly ambitious for our population’s health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing. We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research. Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community.
Cardiff, the thriving Welsh capital, 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. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.
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
This is a telephone cased position in a fast paced and busy call centre.
Person specification
Education
Essential criteria
- Good general education
Desirable criteria
- IT qualification
- Customer service NVQ
Experience
Essential criteria
- Call centre experience
- Customer Service experience
Desirable criteria
- Health Records/NHS experience
- General background in office procedures
Skills
Essential criteria
- Keyboard skills
- Good communication skills
- Working practice of GDPR
Desirable criteria
- Previous experience of liaising with health professionals
Personal Qualities
Essential criteria
- Able to work in a team and on own initative
- Flexible and responsive to change.
- Friendly and courteous
Desirable criteria
- Enthusiastic
Other
Essential criteria
- Ability to speak Welsh
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Caroline Rowe
- Job title
- Supervisor - medical records
- Email address
- [email protected]
- Telephone number
- 02921 848181
- Additional information
Carol Williams 02920 716861
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