Telephone Booking Clerk Full Time

We encourage applications from all with protected characteristics, including disabled and neurodiverse candidates and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

Each job advert includes the relevant manager’s contact details, and you are encouraged to discuss any adjustments you may require directly with them. There is no obligation to disclose any personal or medical information—simply let us know what support would help you to participate fully.

Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 or email abb.vacancyrequests@wales.nhs.uk

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board support flexible working.

Health Board grounds are required to be smoke-free by law. Smoking is not permitted anywhere on ABUHB sites. This applies to all staff, contractors, patients and visitors. More details are available in our Smoke-Free Environment Policy . For help to quit smoking please contact our Help Me Quit Team About Help Me Quit – Aneurin Bevan University Health Board

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process

The Agenda for Change Pay Award for 2026/27 is effective from 1st April 2026.

Please note successful applicants with a start date from 1st April onwards the salary will be as per the 2026/27 pay award. For further detail the pay circular is available via this link https://www.nhs.wales/files/pc-resources/afc-w-02-2026-pdf-pdf?ts=1773244958086

Job Overview

Applicants are invited to join our dynamic Booking Centre team ensuring that outpatient clinics are fully maximised and assisting with administrative duties associated with the Outpatient Restart Programme.

You will be supported in the role by a Team Leader and full in-house training will be given by our own trainer internal to the department. The role is fast paced and interesting, we actively encourage in-house education through the NVQ route. Candidates with proven customer service experience, particularly in a Call Centre environment, are required to support the team.

This post is currently advertised at Band 2. The role is under review within the Health Board as part of a national review and may, in future, progress to Band 3 with an updated job description. If appointed your manager will ensure you are kept informed and will support you through any changes including discussing any training requirements.

Main duties of the job

The post-holder will be expected to provide a service to all acute service clinics within the Health Board.

An up-to-date knowledge of outpatient clinics will be required to make, amend and cancel appointments, handle straightforward queries. The post-holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic/specialty.

The role will range from processing referral letters, updating waiting list entries, making calls to patients, answering telephone calls, booking appointments using the WPAS Patient Administration System and using direct and partial booked appointments.

Ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.

Working for our organisation

Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

Personal Attributes

Essential criteria

• Accurate and Methodical
• Flexible to the needs of the Service
• Demonstrate a commitment to achieving high quality standards
• Willingness to work under direction but also a self starter

Skills And Abilities

Essential criteria

• Excellent Communication Skills
• Ability to meet deadlines
• Able to work well under pressure
• Ability to prioritise workload and acheive targets within given deadlines
• Ability to work flexibly either as part of a team or using own intitiative
• A Polite and Professional phone manner

Experience/Knowledge

Essential criteria

• Previous Clerical experience
• Able to follow instructions
• Understanding of Team Working Ethos
• Knowledge of CWS PAS

Desirable criteria

• Customer Service dealing with the Public

Education

Essential criteria

• Basic General Education
• Computer Literate
• Literate and Numerate
• A willingness to undertake and complete statutory and mandatory training – Information Governance, Confidentiality, data coding and input procedures during an induction period
• A willingness to undertake future training as required by the post

Desirable criteria

• Level 2 NVQ in Administration