Listening to People Call Handler/Administrator in Caerleon

This role sits in the Corporate Listening to People Team at Aneurin Bevan University Health Board, taking the first telephone contact for concerns from patients, families and service users. The post holder logs each call on RLDatix, agrees actions with the Concerns Manager and checks draft complaint letters before sign-off. Callers are often distressed or bereaved, so the work depends on a calm, understanding manner alongside general administrative support to the team. Vocational Level 3 or equivalent experience in administrative procedures is required.

What the job involves

• Take first-point-of-contact calls from complainants and direct or monitor them
• Collect accurate complainant details while keeping information confidential and GDPR-compliant
• Respond empathetically to distressed or bereaved complainants
• Agree actions with the Concerns Manager or an experienced team member to resolve matters early
• Log call information accurately on RLDatix
• Check draft complaint response letters are correctly formatted and printed before Chief Executive sign-off
• Use own initiative in situations outside procedures, seeking advice where needed
• Use Word, Excel, PowerPoint, Outlook and RLDatix for incidents and complaints
• Support the Public Services Ombudsman for Wales and the Serious Incident Team when required
• Provide administrative support to the Listening to People Team

What’s required

Qualifications

• Vocational Level 3 or equivalent demonstrable experience in administrative procedures and systems

Experience

• Knowledge and experience of administrative procedures and IT skills
• Experience of working in a customer-focused environment
• Experience liaising and communicating with stakeholders at all levels

Skills & knowledge

• Excellent telephone manner and ability to deal with distressed callers
• Ability to prioritise, plan workload and identify urgent action
• Good verbal and written communication and interpersonal skills
• Ability to work under pressure

Other

• Flexible approach to work and working arrangements

Nice to have

• Negotiation skills
• Previous experience of working in an NHS setting
• Working experience of ABUHB E-Systems such as Datix or RLDatix
• Welsh language level 3 or fluent Welsh speaker
• ECDL qualified

What’s offered

• Paid mandatory training
• In-house training and development programmes
• Opportunities to complete recognised qualifications
• Professional career pathways, including management development programmes
• Flexible working and support for a healthy work-life balance
• Occupational health support
• Planned Wellbeing Centre of Excellence

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