Listening to People Call Handler/Administrator

Role overview

This role serves as the first contact point for telephone concerns coming into the Corporate Listening to People team. It also involves entering and maintaining information in RLDatix and providing wider administrative support to the team. The post requires a calm, compassionate style when dealing with patients, families and service users, while reflecting the organisation’s values of active listening, learning and improved engagement.

Key responsibilities

• Act as the initial contact for complaints calls, then route and monitor them appropriately.
• Gather accurate information from complainants while protecting confidentiality and meeting GDPR requirements.
• Respond with empathy to distressed or bereaved callers and keep a supportive tone throughout.
• Work with the Concerns Manager or an experienced team member to agree actions and help achieve early resolution where possible.
• Record complaint details carefully and fully on RLDatix.
• Support the complaints process by checking that draft response letters for the Listening to People team are correctly formatted and printed before Chief Executive sign-off.
• Use Health Board systems and software, including Word, Excel, PowerPoint, Outlook and RLDatix, for both incidents and complaints records.
• Provide assistance to the Public Services Ombudsman for Wales and the Serious Incident Team when needed.

Working style and additional information

You should be able to work on your own initiative when issues fall outside standard procedures, while also knowing when to seek guidance from the Concerns Manager or a more experienced colleague, especially in more challenging situations. The Health Board supports flexible working and promotes a healthy work-life balance.

Applications are welcomed from people with protected characteristics, including disabled and neurodiverse applicants and members of the Armed Forces community. Welsh-language applications are encouraged and will be treated no less favourably than English-language applications. If you need adjustments or support during application or interview, you are invited to discuss this directly with the recruiting manager named in the advert. Alternative formats such as larger print or braille can be requested through the recruiting manager or the Health Board recruitment team on 01495 745805 option 3 or by email at abb.vacancyrequests@wales.nhs.uk. If you are shortlisted, communication will be sent to the email address used on your application, so it is important to check it regularly.

Successful candidates will receive their conditional offer and information pack by email. This vacancy may close early, so applications are encouraged as soon as possible. It may also be withdrawn if filled through the internal redeployment process.

Smoking is not permitted on any Health Board site, as the grounds are smoke-free by law. Support to quit smoking is available through the Help Me Quit team. The Band 3 salary scale has been adjusted under the NHS Agenda for Change pay award for 2026/2027 and will be implemented in August 2026, backdated to 1 April 2026 where applicable.

About the employer

Aneurin Bevan University Health Board is a large, award-winning NHS organisation serving a population of around 650,000 and employing more than 16,000 staff. It offers integrated acute, primary and community care, along with strong training and development opportunities, paid mandatory training, in-house learning, recognised qualifications and management development pathways. The organisation also provides occupational health support and is delivering its Clinical Futures strategy, including services that bring care closer to home and the Grange University Hospital for specialist and critical care.

Required profile

• Flexible in approach to work and working arrangements.
• Confident dealing with distressed callers and able to maintain a professional telephone manner.
• Skilled at planning, prioritising and spotting urgent tasks.
• Strong verbal and written communication skills with good interpersonal ability.
• Able to stay effective under pressure.
• Knowledge of administrative procedures and IT systems.
• Experience working in a customer-focused environment.
• Comfortable communicating with stakeholders at all levels.
• Desirable: negotiation skills.
• Desirable: prior experience in an NHS environment.
• Desirable: experience using ABUHB e-systems such as Datix or RLDatix.
• Knowledge of administrative systems and procedures, including some non-routine tasks such as handling queries, tracking progress and solving task-related problems, gained through training and experience to Vocational Level 3 or equivalent demonstrable experience.
• Desirable: Welsh language Level 3 or fluency in Welsh.
• Desirable: ECDL qualification.

Selection and recruitment notes

If shortlisted, you will be contacted using the email address entered on your application, so regular inbox checks are important. Recruitment correspondence will be sent electronically. The organisation may close the vacancy at any time, and early submission is recommended.