Job Description

The main purpose of this role is to efficiently connect internal and external callers to appropriate contacts across the Health Board, ensuring an effective customer experience for internal and external customers. This includes responding to calls confidently and effectively through the medium of Welsh.

Welsh Skills Essential:

This post is advertised as Welsh skills are essential. This means Speaking & Listening at Level 3 (equivalent to CEFR B2) or above. We don't need fluency. Level 3 means basic conversations with patients about their everyday health. For more information, see 'Welsh Language Guidance' in the documents right at the bottom.



The post holder will also act as a central point of contact in responding to help desk enquiries and emergency calls.



This post is fixed term for 6 months to cover service needs.



The Customer Services Operator will be the first point of contact to those contacting the Health Board's central telephone lines. The post involves responding professionally and efficiently to incoming telephone calls which may be received in English or in Welsh. It is essential that the post holder is able to communicate confidently in Welsh, answering calls in line with the standards of service expected. The role involves communicating effectively with a wide range of people with various needs and requests, including patients, relatives, visitors, staff, General Practitioners and other external bodies. The post holder will also be required to deal with emergency calls calmly and efficiently in a fast moving environment. The Customer Services Team are required to cover duties on a rota basis to maintain a 24/7 service, this includes working weekends and bank holidays according to an agreed rota. Duties also include attending to internal 'Helpdesk' calls which will require the post holder to respond to a wide range of requests, including making taxi bookings, addressing Pest Control issues, logging Grounds and Gardens reactive work and other similar task associated with the Facilities Department.

Cwm Taf Morgannwg (CTM) University Health Board, part of NHS Wales, serves a large population across a diverse and beautiful region, steeped in history and heritage. With nearly 13,500 staff, our health board is one of Wales's largest employers.



Together, we are Team CTM; a workforce dedicated to offering excellent patient care and support to the 450,000 people across our three regions, Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf. We operate three District General hospitals, several community hospitals, primary and community care facilities.



CTM's location offers the best of South Wales, just 20 minutes from Cardiff's vibrant city life, the natural beauty of the Brecon Beacons, and the serene coastline at Ogmore. Whether you enjoy lively urban amenities, peaceful countryside, or seaside escapes, our location makes an ideal setting for both work and personal life.



Our CTM 2030 Strategy--Our Health, Our Future--focuses on uniting our region around shared health and wellbeing goals. Our values guide us daily:



We listen, learn, and improve We treat everyone with respect We work together as one team

CTM employees enjoy benefits including; a leading pension, generous leave, flexible work, career growth, and access to ongoing learning and development.



At CTM, you'll find a welcoming, team-oriented workplace that values diversity and compassion, where you can take pride in your work and the difference it makes.



Act as the first point of contact for those accessing the Health Board via the central telephone lines.



Ensure that calls to the Health Board's central lines are answered bilingually in line with the Welsh Language Standards.



Provide a quality customer experience to internal and external customers through responding efficiently and professionally to calls to the Health Board's central lines and the internal Helpdesk.



Attend to activities and requests associated with the internal Helpdesk. This includes making taxi bookings, addressing pest control issues, logging grounds and gardens reactive work and other similar tasks associated with Facilities teams.



Respond confidently and calmly to emergency calls which cover matters such as cardiac arrest, fire incidents and major incidents. This includes relaying appropriate and accurate messages to relevant parties.



Communicate with on call Executives, Senior Managers, Consultants, Registrars and on call Teams regarding incidents or service issues that occur out of hours.



Liaise with external emergency services such as the Police, RAF Helicopter Services, Fire Services and Mountain Rescue to implement Emergency Procedures.



Update and provide information in relation to on-call rotas when the Customer Services Team Leader is not on duty.



Log emergency calls, cardiac arrests or incidents for legal, audit and reference purposes. This involves a high degree of accuracy.



Log any telephone system faults, reporting these to the Customer Services Team Leader or the Voice Communications Manager.



Collate and update information as required by the Facilities Technical Services Manager e.g. collating and updating contact details via the screen based consoles.



Support the training of staff members by demonstrating tasks as required.



Monitor essential plant and equipment alarm systems, and implementing procedures as necessary, escalating to Senior Managers and on call Teams if required.



Contact personnel of religious denominations as required, informing patients' advocates of the time and date of the visit.



Provide general, non-clinical information on Health Board services directly to patients, relatives, carers and staff.



Use and support others in the use of the radio transmitter system when implementing Emergency Procedures.



Comment on, and implement policies and guidelines associated with the role.



Work as part of a wider administrative team, which may involve supporting the activities of other teams as required e.g. supporting general administration duties.



Maintain records, log issues and allocate pagers.



Issue and record the allocation of access keys to controlled areas.