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Job overview
This post is a permanent post with full or part time hours available.
To support the delivery of Hywel Dda Health Board’s single point of contact service.
Working within the Communication Hub (Command Centre) the Single Point of Contact Support Clerks are responsible for efficiently responding to and processing all allocated queries from Hywel Dda staff and population.
Individuals will be expected to handle a variety of calls, dealing with and resolving all queries in an efficient and effective manner.
Deal effectively with any enquiries whilst ensuring confidentiality
Main duties of the job
Answer all telephone calls efficiently and in accordance to procedure, courteously greeting the caller in both English and Welsh.
To ensure all calls are dealt with promptly and in a proficient and professional manner, in accordance with agreed operational policies and procedures associated with the Communication Hub and the services we support.
Use a guidance script to ensure consistency of communication.
Books and confirms all clinic appointments into the agreed clinic utilising WPAS, WIS or bespoke booking systems as required.
Cancel and rearrange all appointments that are unable to attend original appointment, ensuring a new mutually agreed appointment is confirmed before ending the telephone call.
Operates available systems such as WPAS, WIS, SharePoint and Netcall.
Liaise with the supervisors and other Communication Hub staff to ensure callers are provided with accurate and up to date information in regards 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.
The ability to work effectively as part of a team is vital.
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 12/06/2026.
Applying for this NHS job
This advert is for Single Point of Contact Support Clerk with Hywel Dda University Health Board in Haverfordwest, West Wales, Wales. It is listed as a Band 2 Administrative and IT role. The advertised salary is £26,300 per annum (pro rata if part time). The contract type is Permanent. The application deadline is 07 Jun 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 (29 May 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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