Job summary
- Main area
- Call Handling
- Grade
- Band 2
- Contract
- Permanent
- Hours
- Part time
- Annualised hours
- Job ref
- 110-AC150-0625
- Employer
- Cwm Taf Morgannwg University Health Board
- Employer type
- NHS
- Site
- Ty Elai
- Town
- Rhondda Cynon Taff
- Salary
- £23,970 per annum, pro rata
- Salary period
- Yearly
- Closing
- 16/06/2025 23:59
Employer heading
Call Handler
Band 2
We provide healthcare services to people living in Bridgend, Merthyr Tydfil and Rhondda Cynon Taf county borough areas, serving a population of around 450,000. We are ideally situated between Wales’s capital city, Porthcawl to the west, and the stunning scenery in the Brecon Beacons.
Our vision is to care for our communities and patients by preventing ill-health, promoting better health, providing excellent services and reducing the need for inpatient care wherever possible through the provision of strengthened home, primary and community care.
We value the diversity of our staff and welcome applications from people from protected groups under the Equality Act 2010, this specifically includes age, sex, sexual orientation, gender identity/reassignment, race/nationality, religion/belief, disability, pregnancy and maternity and marriage and civil partnership.
Cwm Taf Morgannwg is a Living Wage Employer.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh or English, and no preference will be given to applications submitted in either language.
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
Cwm Taf Morgannwg University Health Board - Communications Hub
Call Handler – 52 annualised hours with availability of additional hours
Cwm Taf Morgannwg University Health Board is looking to call handlers for its Urgent Primary Care Service which operates 24/7 365 days a year based at our call centre located at Ty Elai Dinas Isaf Estate, Williamstown, Tonypandy.
The position is for 52 annualised hours with the liklihood of moving to contracted hours as vacant shifts become available over time.
We are looking for candidates who are able to work shifts across 24 hours a day and seven days a week including overnights.
Successful candidates also need to undertake some shifts on bank holidays including Christmas & Easter as required as service delivery is 24/7, 365 days a year.
Successful candidates will need to be able to commit to a period of training undertaken over a two week period during both evenings and daytimes.
The role involves answering and processing telephone calls for the Urgent Primary Care services.
Candidates will need to be IT literate with good keyboard skills and confident to learn multiple new IT systems.
Ideally, candidates will have some experience of call handling or communicating regularly with the public over the telephone.
Main duties of the job
We want to hear from people who are flexible and feel they can meet the challenge of working within this dynamic environment.
For an informal discussion, please contact Martine Randall on 01443 444078.
To receive and process calls for the urgent primary care services, communicating with members of the public and healthcare professionals.
Working for our organisation
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
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
Knowledge/Skills
Essential criteria
- Good written communication skills
- Ability to work both in hours and out of hours periods
- Previous call handling experience
Other
Desirable criteria
- Ability to speak Welsh
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Martine Randall
- Job title
- Directorate Manager Urgent Primary Care
- Email address
- [email protected]
- Telephone number
- 01443444078
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