Job overview
We are looking for a confident and professional member of staff to join our front line call handling service in Vantage Point House, Cwmbran.
The successful candidate will ideally have experience of working in a customer care environment and will be well-organised and able to work under pressure.
Excellent computer skills are essential along with the ability to multi-task and respond effectively and efficiently to referrals that are received by both phone and email.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Working pattern will be :-
2 week days between hrs of 08.00- 20.00
Saturday - between hrs of 08.00- 20.00
Sunday - between hrs of 08.00- 20.00
Plus Bank Holidays
Main duties of the job
The post holder will be responsible for processing telephone and electronic referrals from medical professionals, including GP's , Welsh Ambulance Services NHS Trust (WAST) and other healthcare professionals for patients needing to access Frailty and District Nursing Services.
Frailty SPA Call Handlers are the first point of contact for the Frailty Service and are the customer interface between the five Local Authorities and the Health Board. They will work closely with the five Community Resource Teams to ensure that referrals are processed quickly and efficiently so that patients receive medical attention without delay.
Detailed job description and main responsibilities
The post holder will be responsible for processing telephone and electronic referrals from medical professionals, including GPs, Welsh Ambulance Services NHS Trust (WAST) and other healthcare professionals for patients needing to access Frailty and District Nursing Services.
Frailty SPA Call Handlers are the first point of contact for the Frailty Service and are the customer interface between the five Local Authorities and the Health Board. They will work closely with the five Community Resource Teams to ensure that referrals are processed quickly and efficiently so that patients receive medical attention without delay.
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
Other
Essential
- Willing to work unsociable hours, weekends and bank holidays
- Meets all essential criteria as per attached job description/person specification
Knowledge/Experience
Essential
- Knowledge and experience of administrative procedures/problem solving
- IT Skills ie Word, Excel, Outlook
- Customer service experience
Desirable
- Previous experience/good understanding of working in a call centre
- Ability to be flexible and to meet service needs
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Applying for this NHS job
This advert is for Frailty Call Handler with Aneurin Bevan University Health Board in Newport, Newport, Wales. It is listed as a Band 3 Ambulance and emergency care role. The advertised salary is £26,813 - £27,890 per annum pro rata. The contract type is Permanent. The application deadline is 06 Aug 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (20 Jul 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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