Specialist Support Officer (Communication Hub)
At a glance
- Band
- Band 4
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 24/08/2026
- Closes
- 16/09/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.”Quoted verbatim from the source advert
Role summary
This is a new role within Hywel Dda's Communication Hub, a patient-facing single point of contact service. The post holder will provide administrative oversight, support new pathways, and manage daily operational tasks. They will communicate with patients to resolve complex queries and escalate issues to managers. This role involves managing patient queries, conducting audits, and handling confidential information.
Key responsibilities
- Provide administrative oversight within the Communication Hub.
- Support and contribute to shaping new pathways/processes within a specialist area.
- Ensure daily operational tasks are balanced with fluctuating demand.
- Communicate effectively with patients to resolve complex queries.
- Manage, triage, and respond to patient queries daily.
- Complete ad-hoc audits to monitor compliance and generate improvement activity.
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)
- 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.
- 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
- Ability to travel between sites in a timely manner
- Flexible to the needs of the service
Desirable criteria
- Knowledge of NHS and how it works
- Knowledge of HB and its development
- Experience of working in a changing environment
- Experience of passing on knowledge to others through designing and delivering training
- Welsh Speaker (Level 1)
Useful to know
Agenda for Change 2024/25 pays Band 4 at £26,530 – £29,114 a year, across England.
This advert: £28,819 – £31,626 — outside the standard scale; check for HCAS/London weighting.
Posted 14d ago · Closes in 10d
Plenty of time to prepare a strong application.
Full advert · preview
Hywel Dda University Health Board
Specialist Support Officer (Communication Hub)
The closing date is 16 September 2026
Job summary
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, patient communication and team leadership. 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 .
There are two new Specialist Support Officer posts, each with a focus on either waiting list and cancellation queries, or on general patient support queries.
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 providing administrative oversight within the Communication Hub; supporting and contributing to the shaping of new pathways/processes within their specialist area.
Providing assurance that daily operational tasks are balanced with fluctuating demand. Communicating effectively with patients to resolve complex queries and with managers to escalate any complex queries or process concerns.
Other tasks will include:
Responsibility for managing, tria
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