Communication Hub Support Clerk
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]
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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.
The Agenda for Change Pay Award for 2026/27 is effective from 1^st April 2026.
Please note successful applicants with a start date from 1^st April onwards the salary will be as per the 2026/27 pay award. For further detail the pay circular is available via this link https://www.nhs.wales/files/pc-resources/afc-w-02-2026-pdf-pdf?ts=1773244958086
Job overview
There are two posts available and hours will be agreed with the successful applicants.
The post holder will 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.
You will deal effectively with any enquiries, whilst ensuring confidentiality, demonstration of a sound value base and possess excellent communication skills.
Main duties of the job
You will be part of the Communication Hub team, providing high‑quality, patient‑focused administrative support. The role involves answering incoming telephone calls efficiently and courteously, greeting callers in both English and Welsh, and ensuring all contact is handled promptly and professionally in line with departmental procedures.Using approved guidance scripts, you will provide consistent and accurate information while responding to calls and emails regarding appointments and general queries.
You will be responsible for booking, confirming, cancelling and rescheduling appointments using systems such as WPAS, Malinko, WIS, SharePoint and Netcall, ensuring that any changes result in a mutually agreed new appointment before ending the call.You will record caller details accurately, direct queries to the appropriate departments, and work closely with supervisors and colleagues to ensure service users receive up‑to‑date and reliable information at all times. Maintaining confidentiality in accordance with Health Board policies and information governance requirements is essential.
Welsh language skills are desirable for this post, and both Welsh and English speakers are equally welcome to apply.
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 07.05.2026
Person specification
Qualifications and Knowledge
Essential criteria- Good level of general education or equivalent experience
- Experience in using administration systems
- NVQ 2 customer care
- ECDL Certificate
Experience
Essential criteria- Contact centre or administration/clerical experience
- 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
- 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)
Hywel Dda University Health Board operates a bilingual policy. All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
IMPORTANT NOTE FOR APPLICANTS: Applications for our roles are carefully reviewed and shortlisted based on specific criteria, which varies from job to job. Using a generic application to apply for multiple roles or relying on automated AI application services, such as Lazy Apply or AI Apply, may not provide the necessary information, leading to your application being overlooked.To ensure your application is given full consideration, we recommend submitting a tailored application that directly addresses the criteria listed in the Person Specification section of the advert.
By submitting your application to NHS Jobs/Trac, you are giving your consent for elements of your application data to be transferred to the NHS Electronic Staff Record (ESR) and other secure, internal NHS Workforce systems in order to support and manage your recruitment and employment within your employing organisation; to be used by Recruitment for purposes of checking your Professional Registration online (where applicable).
These processes are in line with Fair and Lawful processing in line with current Data Protection Legislation especially those in relation to your personal or sensitive personal data (sensitive personal data is defined as any declared physical or mental health conditions, racial or ethnic origin, sexual orientation, trade union membership, political opinion, religious beliefs).As an organisation, we ensure that the legislation defining confidentiality is observed such as use of data for specific, defined purposes, and use of data that is relevant and not excessive whilst practicing data accuracy and security of all held personal identifiable information (PII)
If you are successfully appointed, by completing the application form you authorise the UHB to obtain any previous NHS service details including all electronically held sickness information, via the Inter Authority Transfer process on the national Electronic Staff Record (ESR).
To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK.If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.