Frailty Call Handler

Role overview

Aneurin Bevan University Health Board is hiring a confident, professional call handler to support the front-line Frailty service from Vantage Point House in Cwmbran. This position suits someone who is highly organised, comfortable working under pressure, and experienced in a customer-facing environment. Strong computer literacy and the ability to juggle multiple tasks while responding to phone and email referrals are key to success in this role. Welsh language ability is welcomed but not required; English and Welsh speakers are equally encouraged to apply.

Key duties

The post holder will manage telephone and electronic referrals coming in from doctors, Welsh Ambulance Services NHS Trust, and other healthcare professionals for patients requiring Frailty and District Nursing support. Acting as the initial contact point for the Frailty Service, this role sits at the interface between the Health Board and the five Local Authorities. You will work closely with the five Community Resource Teams to make sure referrals are handled promptly and efficiently so patients receive care without unnecessary delay.

Working pattern

The role includes a rota covering two weekdays between 08:00 and 20:00, Saturdays between 08:00 and 20:00, Sundays between 08:00 and 20:00, and bank holidays.

About the organisation

Aneurin Bevan University Health Board is a highly regarded NHS employer providing integrated acute, primary and community care for a population of around 650,000 and employing more than 16,000 staff. The organisation focuses on care closer to home through its Clinical Futures strategy and aims to deliver modern, high-quality healthcare for the future.

The Health Board offers a strong benefits package, paid mandatory training, internal development programmes, recognised qualifications, and career pathways that include management development opportunities. Flexible working, work-life balance, occupational health support, and wellbeing initiatives are also part of the employee offering.

Additional information

Applications are welcomed from people with protected characteristics, including disabled and neurodiverse applicants, and from members of the Armed Forces Community. Candidates may apply in Welsh, and Welsh-language applications will be treated no less favourably than English-language applications.

If you need adjustments or support during the application or selection process, you are encouraged to contact the recruiting manager listed in the advert. You do not need to share personal or medical information; simply explain what support would help you take part fully. If you need documents in a different format or larger font, you can contact the recruiting manager or the recruitment team on 01495 745805 option 3, or email abb.vacancyrequests@wales.nhs.uk.

If shortlisted, you will be contacted through the email address used in your application, so it should be checked regularly. Successful candidates will also receive their conditional offer and information pack by email. The employer may close the vacancy early, and the role could also be withdrawn if filled through internal redeployment.

Flexible working is supported. All Health Board sites are smoke-free by law, and smoking is not allowed anywhere on ABUHB premises for staff, contractors, patients, or visitors. Support to stop smoking is available through the Help Me Quit team.

The salary scale for Band 3 has been updated as part of the NHS Agenda for Change pay award for 2026/2027. The revised scale will be introduced in August 2026 and backdated to 01 April 2026 where applicable.

Equal opportunities and language

Applicants are encouraged to use Welsh if they wish, and doing so will not disadvantage their application. The employer is committed to fair access and reasonable adjustments for all candidates.