Job overview
There are two vacancies available as part of this recruitment: one permanent position and one 18-month secondment opportunity. Applicants interested in the secondment post should discuss the opportunity with their line manager before applying.
The primary role of the Support Officer is to provide proactive and responsive support to the Head of Service, Operational Delivery, and the Operational Delivery Unit (ODU) National Delivery Managers (NDM). The post holder must remain flexible and adaptable to changing service requirements.
The post holder will be responsible for preparing high-quality written materials and maintaining records, including sensitive and confidential staff and patient information. They will act as the first point of contact for communications, including diary management, on behalf of the NDM. The role requires the ability to remain calm and professional under pressure, particularly when engaging with internal and external colleagues during periods of increased operational demand.
Main duties of the job
The Operational Delivery Unit (ODU) acts as an on-duty central hub for Welsh Ambulance Services University NHS Trust (WAST) and Health Boards providing coordination of leadership across the Welsh Health Care System. The breadth of influence is national and includes all services provided by WAST (Emergency Medical Service, 111, Clinical Support Desk and Ambulance Care including the Non-Emergency Patient Transport Service) stretching to the interface that exists between WAST and Health Board services.
The primary role of the Support Officer is to provide a proactive and responsive support service to the Head of Service, the Operational Delivery Unit (ODU), and National Delivery Managers (NDM).
The ODU is considered an ‘operational setting’, and so the post holder needs to be able to multi-task in a fast-paced environment and be willing to work flexibly in support of the on-duty NDM as they perform their role.
The Operational Delivery Unit operates 24 hours a day 7 days a week, therefore the Support Officer will be required to work shifts and involve some unsocial hours to support its function.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. Welsh Language level 1 skills are desirable for this role.
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.
The post holder will work flexibly to support the NDM, liaise with departments across the organisation, and assist colleagues as required.
The post holder will be trained as a loggist, providing support to assigned commanders and contributing to the effective operation of an Incident Coordination Centre when required.
They will also review administrative and support procedures, identifying, recommending, and implementing improvements where appropriate.
Applicant requirements
Welsh language skills are desirable
Person specification
Other
Essential
- Flexible approach to work.
Values
Essential
- Honest.
- Tactful and Discrete.
- Treat colleagues with dignity and respect.
- Exemplary personal standards of conduct and behaviour.
- Inspires others and leads by example.
- Loyalty and support for the National Delivery Managers and the Head of Service
- Able to take initiative, seeking guidance appropriately
- Aptitude for problem solving
- Embodies NHS values, responsive and flexible to the needs of the service.
Experience
Essential
- Significant experience of working within a demanding/ high intensity environment, working with complex issues with competing priorities and workloads.
- Relevant experience in an administrative / office environment.
- Experience of providing secretarial and administrative support to a senior manager
- Experience of effective diary management.
- Experience of handling enquires/ correspondence, including confidential/ sensitive information.
- Experience of co-ordinating meetings including preparation of agendas, collation of reports, minute taking and data processing.
- Advanced keyboard skills
- Experience of developing relationships, communicating and working across organisational boundaries.
Desirable
- NHS Experience.
Aptitude and Abilities
Essential
- Excellent organisational skills and the ability to prioritise workload, meet deadlines and work under pressure.
- Excellent verbal and written and visual communication skills.
- Ability to work independently and as part of a team.
- Good understanding of the importance of confidentiality
- Reliable and conscientious.
- Methodical and well organised.
- Excellent time management.
- Confident and able to use own initiative and demonstrate assertiveness when necessary
- Conscientious: self-motivated to produce high quality work with minimum supervision
- Ability to work with clinicians, staff and volunteers at all levels.
- Able to communicate verbally at all levels.
- Able to assimilate information quickly to think logically.
- Understanding of Governance and government set performance standards.
- Ability to develop, plan and implement short and long term range goals.
- Ability to make administrative/procedural decisions and judgements
Desirable
- Ability to speak Welsh.
Qualifications and/or Knowledge
Essential
- NVQ level 3 Diploma or equivalent qualification and / or equivalent demonstrable experience.
- Extensive knowledge of Microsoft Office packages i.e. Teams, Word, Excel, PowerPoint and Outlook.
- Knowledge and experience of a range of administrative services acquired through training.
- Working knowledge of the organisation and functions of the Welsh Ambulance Services NHS Trust.
- General awareness of the structure, organisation and general policy of the NHS in Wales.
- Willingness to undertake loggist training and maintain competence as a loggist capable of working in the Incident Coordination Centre.
Desirable
- Trained Loggist.
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Applying for this NHS job
This advert is for Support Officer, Operational Delivery Unit (ODU) with Welsh Ambulance Service NHS Trust in Vantage Point House. It is listed as a Administrative and IT role. The advertised salary is £28819.00 to £31626.00. The contract type is 1x Permanent & 1x 18-month Secondment. The application deadline is 02 Sep 2026.
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