Job Title
Coed Pella | Administrator / Call Handler
Job Overview
We are looking for a top notch administrator and experienced call handler, with a background in dealing with high volume workload and juggling conflicting demands. Are you organised? Great at talking to people on the phone? A supportive team player? Used to working at pace? Then we could have the job for you! The Single Point of Access Team is part of the Information, Advice and Assistance service which helps members of the public, their families and any professionals supporting them, to access the right information at the right time.
Rydym ni’n chwilio am weinyddwr penigamp a thriniwr galwadau profiadol, sydd â chefndir o ddelio â llwyth gwaith trwm ac sy’n gallu ymdopi â gofynion sy’n gwrthdaro. Ydych chi’n dda am gael y wybodaeth orau allan o bobl i ymateb i’w ymholiad yn gyflym? Byddwn yn eich darparu â hyfforddiant a chefnogaeth i’ch galluogi i ganfod y camau nesaf mwyaf priodol; gwneud atgyfeiriadau a/neu gyfeirio galwyr at y cymorth cywir. Byddwch angen llawer o wytnwch personol, ond byddwn yn eich helpu i fagu hyder mewn delio â sefyllfaoedd heriol.
Key Responsibilities
* Answer high‑volume telephone queries and gather accurate information from callers.
* Identify the most appropriate next steps, make referrals and/or signpost callers to the right help.
* Maintain resilience and confidence when dealing with challenging situations.
* Work within a team and adapt to changing priorities at a fast pace.
Qualifications
* Strong communication skills in English (essential). Ability to converse with customers in Welsh is desirable.
* Experience dealing with high volume workloads and juggling conflicting demands.
* Background in social care is advantageous but can be learned on the job.
* A satisfactory Disclosure and Barring Service (DBS) check is required.
Benefits
* Regular supervision from your Team Manager.
* Access to training through the Social Care and Corporate training programmes, and external training if appropriate.
* A safe and supportive working environment with robust employee policies.
* Employee benefits including Conwy Rewards and Conwy Ffit.
* Workplace located in a purpose‑built office close to shops, quality food outlets and good coffee.
Equal Opportunities
Welsh Language Skills: The ability to communicate in Welsh is desirable for this post. We are committed to our Welsh language and culture, welcome applications in both Welsh and English and application forms received in either language will not be treated less favourably than each other. We offer free classes at all levels, in‑person and online, to support you.
E‑EO Statement: We welcome applications from all backgrounds and look forward to a diverse workforce. All successful applicants will be considered for all positions regardless of age, gender, race, disability, religious belief or sexual orientation.
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