Job summary
- Main area
- Communication Hub Support Clerk
- Grade
- Band 2
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 100-AC180-0725
- Employer
- Hywel Dda University Health Board
- Employer type
- NHS
- Site
- Hafan Derwen, St David's Park
- Town
- Carmarthen
- Salary
- £23,970 per annum (pro rata if part time)
- Salary period
- Yearly
- Closing
- 21/07/2025 23:59
- Interview date
- 01/08/2025
Employer heading

Communication Hub Support Clerk
Band 2
Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.
If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]
To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs
Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.
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
This post is a full time permanent post, however part time hours would be considered.
To support the delivery of Hywel Dda University Health Board’s busy single point of contact service; The Communication Hub.
Working within the Communication Hub, Support Clerks are responsible for efficiently responding to and processing queries from the Hywel Dda population for a broad range of Health Board services.
Individuals will be expected to handle a variety of telephone calls including patient queries and managing appointments, by managing and resolving all calls in an efficient, effective and professional manner.
Dealing effectively with any enquiries whilst ensuring confidentiality, demonstration of a sound value base and excellent communication skills.
Main duties of the job
Answer all telephone calls efficiently and in accordance to procedure, courteously greeting the caller in both English and Welsh.
To ensure all calls are dealt with promptly and in a proficient and professional manner, in accordance with agreed operational policies and procedures associated with the Communication Hub and the services we support.
Use a guidance script to ensure consistency of communication.
Answer telephone calls and emails from people in relation to their appointments and queries.
Book and confirm all clinic appointments into the agreed clinic utilising WPAS, Malinko and bespoke booking systems as required.
Cancel and rearrange all appointments that are unable to attend original appointment, ensuring a new mutually agreed appointment is confirmed before ending the telephone call.
Operates available systems such as WPAS, WIS, SharePoint and Netcall.
Liaise with the supervisors and other Communication Hub staff to ensure callers are provided with accurate and up to date information in regards to the services being supported.
Deals with general calls including logging the individuals details and information to the relevant department or providing them with the appropriate telephone number.
Ensures confidentiality is maintained at all times following agreed Health Board policies and procedures at all times.
Working for our organisation
Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.
We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.
We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.
Our services are provided in:
• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services
Detailed job description and main responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 01/08/2025.
Person specification
Qualifications and Knowledge
Essential criteria
- Good level of general education or equivalent experience
Desirable criteria
- Experience in using administration systems
- NVQ 2 customer care
- ECDL Certificate
Experience
Essential criteria
- Contact centre or administration/clerical experience
Desirable criteria
- Experience in health records/health sector
Circumstances
Essential criteria
- Courteous and friendly
- Ability to cope under pressure and meet deadlines
- Able to display patience and persevere with issues until resolved
- Team player, enthusiastic and motivated
- Ability to multi task
Desirable criteria
- Ability to liaise with a wide range of users
- Capable of dealing with sensitive and confidential situations
Language Skills
Desirable criteria
- Welsh Speaker (Level 1)
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Rosie Frewin
- Job title
- Communication Hub Senior Service Manager
- Email address
- [email protected]
- Telephone number
- 01267 283210
- Additional information
Please feel able to contact Rosie Frewin to arrange a visit and a chat: [email protected]
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