Job overview

The main purpose of this role is to efficiently connect internal and external callers to appropriate contacts across the Health Board, ensuring an effective customer experience for internal and external customers.  This includes responding to calls confidently and effectively through the medium of Welsh.

Welsh Skills Essential: This post is advertised as Welsh skills are essential. This means Speaking & Listening at Level 3 (equivalent to CEFR B2) or above. We don’t need fluency. Level 3 means basic conversations with patients about their everyday health. For more information, see ‘Welsh Language Guidance’ in the documents right at the bottom. 

The post holder will also act as a central point of contact in responding to help desk enquiries and emergency calls. 

Main duties of the job

·         The Customer Services Operator will be the first point of contact to those contacting the Health Board’s central telephone lines.  The post involves responding professionally and efficiently to incoming telephone calls which may be received in English or in Welsh.  It is essential that the post holder is able to communicate confidently in Welsh, answering calls in line with the standards of service expected.

·         The role involves communicating effectively with a wide range of people with various needs and requests, including patients, relatives, visitors, staff, General Practitioners and other external bodies.

·         The post holder will also be required to deal with emergency calls calmly and efficiently in a fast moving environment.

·         The Customer Services Team are required to cover duties on a rota basis to maintain a 24/7 service, this includes working weekends and bank holidays according to an agreed rota.

·        Duties also include attending to internal ‘Helpdesk’ calls which will require the post holder to respond to a wide range of requests, including making taxi bookings, addressing Pest Control issues, logging Grounds and Gardens reactive work and other similar task associated with the Facilities Department

Working for our organisation

Cwm Taf Morgannwg (CTM) University Health Board, part of NHS Wales, serves a large population across a diverse and beautiful region, steeped in history and heritage. With nearly 13,500 staff, our health board is one of Wales’s largest employers.

Together, we are Team CTM; a workforce dedicated to offering excellent patient care and support to the 450,000 people across our three regions, Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf. We operate three District General hospitals, several community hospitals, primary and community care facilities.

CTM’s location offers the best of South Wales, just 20 minutes from Cardiff’s vibrant city life, the natural beauty of the Brecon Beacons, and the serene coastline at Ogmore. Whether you enjoy lively urban amenities, peaceful countryside, or seaside escapes, our location makes an ideal setting for both work and personal life.

Our CTM 2030 Strategy—Our Health, Our Future—focuses on uniting our region around shared health and wellbeing goals. Our values guide us daily:

•              We listen, learn, and improve

•              We treat everyone with respect

•              We work together as one team

CTM employees enjoy benefits including; a leading pension, generous leave, flexible work, career growth, and access to ongoing learning and development.

At CTM, you’ll find a welcoming, team-oriented workplace that values diversity and compassion, where you can take pride in your work and the difference it makes.