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
The Support Clerk will work as part of the Vaccination and Sampling Team in organizing a safe and effective service in testing for COVID-19, outbreak sampling and delivering vaccinations. These activities will be carried out in a variety of settings, including vaccination centres, patients' homes, residential and nursing homes, clinic and hospital settings and ‘pop-up’ venues.
The post holder must be able to travel and transport equipment and information to different venues as required.
There will be a requirement to work across the Health Board footprint.
The successful applicant will work under the supervision of a registered nurse and contribute to the operational planning as assessed by the registered nurse.
Will deal effectively with any enquiries whilst ensuring confidentiality.
Main duties of the job
Answer all telephone calls within the response target times and in accordance to procedure, courteously greeting the caller in both English and Welsh.
Ensure all calls are dealt with promptly and in a proficient and professional manner, in accordance with agreed operational policies and procedures.
Answer telephone calls and emails from people in relation to their appointments and queries.
Mutually agrees and arranges all appointments directly over the telephone and email offering the first suitable available clinic appointment across the Health Board.
Books and confirms all clinic appointments into the agreed clinic utilising WPAS, WIS or bespoke booking systems as required.
Ensures all communication including confirmation emails, cancellation e-mails and text are distributed accordingly.
Maintains up to date clinic information, clinic guides and clinic requirements for all venues.
Liaise with the supervisors and other Communication Hub staff to ensure callers are provided with accurate and up to date information in regard 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.
Supports and assists with the introduction of new staff by providing support training.
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
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
You will be able to find a full job description and person specification attached within the supporting documents.
The 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 specified Welsh Language requirements, 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 30/04/2026.
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
- Previous call/appointment centre experience
- Experience in health records/health sector.
Language skills
Desirable criteria- Welsh Speaker ( Level 1 )
Circumstances
Essential criteria- 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
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.