Job summary
- Main area
- Senior Support Officer Role
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 100-AC301-1025
- Employer
- Hywel Dda University Health Board
- Employer type
- NHS
- Site
- Canolfan Derwen, Hafen Derwen
- Town
- Carmarthen
- Salary
- £27,898 - £30,615 per annum (pro rata if part time)
- Salary period
- Yearly
- Closing
- 27/10/2025 23:59
- Interview date
- 04/11/2025
Employer heading

Senior Support Officer Role (Communication Hub)
Band 4
Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.
If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]
To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs
Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.
Job overview
This is a new role within Hywel Dda's growing patient facing single point of contact service; The Communication Hub.
The team is seeking an expert in health service administration and team leadership, to provide operational coordination of the service and it's processes on a daily basis. It will require somebody who is knowledgeable of health board systems and an excellent communicator, who is self motivated and committed to quality improvement, whilst demonstrating sound personal and organisational values .
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
The successful applicant will be responsible for supporting the on-boarding of new services that the Communication Hub will be supporting and contributing to the shaping of new pathways/processes. This will involve working with the service to identify and capture their demand baseline, developing processes and response scripts, training staff in use of new processes and software, developing a relationship of trust and open communication channels.
Other tasks will include:
Completing adhoc audits to monitor compliance and generate improvement activity.
Handling confidential, contentious and sensitive information of a personal nature and observing and complying with specific and implied
confidentiality rules and policies.
Allocating daily responsibilities via the management of the service rota, to ensure all functions are supported to meet demand.
Working for our organisation
Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.
We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.
We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.
Our services are provided in:
- Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
- Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
- Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
- 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
- Numerous mental health and learning disabilities services
Detailed job description and main responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 4.11.25
Person specification
Qualification and Knowledge
Essential criteria
- Good standard of education (5 GCSE’s at A-C including maths and English)
- Level 3 qualification or equivalent experience in relevant area (e.g. Health and social care/ business management/ team leadership/ administration)
- RSA/OCR III or equivalent demonstrable experience of word processing
- IT literate with a comprehensive knowledge of Microsoft office, packages including word, excel, power point, outlook and Teams.
- An understanding of Quality Improvement methodology and understanding process.
Desirable criteria
- Knowledge of NHS and how it works
- Knowledge of HB and its development
Experience
Essential criteria
- Experience of working in and co-ordinating a team
- Experience of development and setting up spreadsheets and managing multiple databases
- Experience of working in a busy office environment and dealing with multiple priorities.
- Evidence of problem solving
- NHS experience and knowledge of medical terminology
- Experience of call handling
Desirable criteria
- Experience of working in a changing environment
- Experience of passing on knowledge to others through designing and delivering training
Other
Essential criteria
- Ability to travel between sites in a timely manner
- Flexible to the needs of the service
Desirable criteria
- Welsh Speaker (level 1)
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Rosie Frewin
- Job title
- Senior Service Manager
- Email address
- [email protected]
- Telephone number
- 01267 283210
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