Support Officer, Operational Delivery Unit (ODU) in Cwmbran

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.

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 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.

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

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.

• Essential criteria
• 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 criteria
• Trained Loggist.
• Experience
• 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 enquiries/ 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 criteria
• NHS Experience.
• Values
• 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.
• Other
• Flexible approach to work.
• Aptitude and Abilities
• 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 criteria
• Ability to speak Welsh.