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Job summary

Main area
Bank
Grade
3
Contract
Bank only
Hours
Flexible working
Job ref
001-CVBank-CAV247SL-Jun25
Employer
Cardiff and Vale University Health Board
Employer type
NHS
Site
Various
Town
Cardiff
Salary
£24,433 - £26,060 per annum pro rata
Salary period
Yearly
Closing
16/06/2025 23:59

Employer heading

NHS

CAV 24/7 Shift Lead

3

If you are shortlisted for interview for this post you will receive notification via email. Therefore, please ensure that you check your email account regularly as all information/messages regarding this post including interview dates and times will only be sent to your account. If you are not shortlisted for interview you will also be notified.

The following applies to General Recruitment only (excludes Medical and Dental applicants)

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email, this will come from the Recruitment team.

By submitting your application, you are giving your permission to the following:

  • Receiving your conditional appointment letter via email, which will contain personal information, e.g. your name, address, job details, salary scale
  • Some elements of your Electronic Staff Record transferring to other workforce systems in order to support and manage your recruitment and employment within the Organisation
  • Recruitment checking your Professional Registration online, where applicable


Please provide an e-mail address for each referee to avoid delays with the Appointment Process

 


 

Job overview

The role of the Shift Lead is to answer calls from patients who require access to a wide range of services delivered for the University Health Board’s (UHB) call centre, such services will include CAV 24/7 call, GP OOH’s and Dental Services.

In addition to answering phone-calls the Shift Leader will also be responsible for supervising call handlers and ensuring that calls taken from Call Handlers are processed correctly and forwarded onto the most appropriate care.

Main duties of the job

To answer calls from Patients, Health Care Professionals and Staff and provide information in accordance with the training provided by the UHB’s training department.

To ensure Call Handlers Process calls in accordance with training provided and local policy and procedures.

To receive and respond to query’s from call handlers / healthcare professionals in a polite and professional manner.

To take details of complaints from patients in a sympathetic and comprehensive manner and to ensure that such complaints are escalated to a Team Leader, where no Team Leader available to make attempt to resolve complaint.

To work in partnership with all staff both clinical and non-clinical to ensure the safe processing of all patient information, thereby ensuring that all patients receive treatment based on accurately recorded information.

To remain flexible on all occasions when covering call handling shifts.

To answer calls from patients in a polite and professional manner, ensuring at all times that you have responded to any specific concerns they may have.

Working for our organisation

Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services.   Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.

Our mission is “Living Well, Caring Well, Working Together”, and our vision is that every person’s chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.

Detailed job description and main responsibilities

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

Person specification

Qualifications

Essential criteria
  • Good identifiable level of education with a minimum of GCSE in English and Mathematics or NVQ Level 3.
Desirable criteria
  • Identifiable qualification in the use of work processing or database software Willingness to take part in professional development

Experience

Essential criteria
  • Previous experience of providing telephony call handling services Previous experience of managing call handlers in capacity of Team Leader. Good IT Skills, to include previous experience at managing route planning IT systems
Desirable criteria
  • Previous experiences of answering calls to patients requiring health related services

Skills

Essential criteria
  • Good Telephone manner and communication skills Must poses NVQ level 3 in computing or ECDL or experienced knowledge of out of hours management systems. Previous supervisory experience essential, in terms of supervising a admin team. Good geographical knowledge of Cardiff / Vale of Glamorgan area’s. Good numeracy and literacy skills
Desirable criteria
  • Previously held a supervisor role

Employer certification / accreditation badges

Veteran AwareApprenticeships logoAge positiveDisability confident leaderhyderus o ran anableddAccredited Living Wage EmployerDefence Employer Recognition Scheme (ERS) - GoldArmed Forces CovenantDFN Project Search LogoStonewall Top 100 Employers in 2023Stonewall Top 100 Employers in 2023Core principles

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Welsh language skills are desirable

Documents to download

Apply online now

Further details / informal visits contact

Name
Leannda Curry
Job title
Recruiting Manager
Email address
[email protected]
Telephone number
02920 745708

If you have problems applying, contact

Address
Penlan Road
Penarth
CF64 2XX
Telephone
02920 716200
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