Help Me Quit Contact Centre Call Handler
Do you have excellent interpersonal skills? Are you good at building supportive professional relationships? Are you currently working in a healthcare support role or equivalent? If so, this role will be suited to you!
The Welsh Government has set an ambitious target to achieve a smoke free Wales by 2030. To achieve this we need to tackle the unfair toll that smoking makes on some of the most disadvantaged and vulnerable people in our society. We are looking for people who want to provide support to smokers who want to quit.
An exciting opportunity has arisen for a full time (37.5 hours per week) call handlerto join the National Help Me Quit Contact Centre and Telephone Support Service. The posts are offered on a fixed term contract basis until 31 March 2027
Main duties of the job
Help Me Quit is looking to appoint a motivated individual that is dedicated to delivering an excellent client-centred service in which you can play a key role in helping smokers and vapers across Wales make one of the most important changes for their health.
The Hub is responsible for booking smokers and vapers into various Help Me Quit Stop Smoking Services across Wales, and is the central point of contact for all incoming queries.
The successful candidate will have excellent interpersonal skills; a professional and calm telephone manner; be non-judgmental, and will have the ability to work well both within a team and on their own initiative.
The Hub operates over a 6 day working week (Monday - Saturday), with working hours being 9am-8pm Monday and Wednesday, 9am-6pm Tuesday and Thursday and 9am-5pm Friday to Saturday, so you would work on a rota basis with other members of team. Shifts you will be required to work are one 12pm-8pm shift on either Monday or Wednesday which will be home working, one 10am-6pm shift on either Tuesday or Thursday from CQ2 and 9am-5pm shifts on other days from CQ2. You will receive an OFF day during the week when you are scheduled to work a Saturday shift.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
We are Public Health Wales - the national public health agency in Wales. Our purpose is 'Working together for a healthier Wales'. We exist to help everyone in Wales live longer, healthier, happier lives. Together with our partners, we work to increase healthy life expectancy, improve health and well-being, and reduce inequalities for everyone in Wales, now and for future generations.
Our teams work to prevent disease, protect health, and provide leadership, specialist services and public health expertise. We are the leading source of public health information, research and innovation in Wales. In a world facing complex health challenges, our work has never been so important.
We are guided by our Values, 'Working together, with trust and respect, to make a difference'. We are committed to building an inclusive workplace that values equality and diversity. We welcome applications which represent the rich diversity of the communities we serve and are supportive of flexible working arrangements, including part time roles and job sharing.
To find out more about working for us and the benefits we offer please visithttps://phw.nhs.wales/careers/
For guidance on the application process, please visithttps://phw.nhs.wales/working-for-us/applicant-information-and-guidance/
Job 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.
Our Health and Well-Being Directorate and our World Health Organization Collaborating Centre for Investment in Health and Well-being (WHOCC) Directorates will soon be working as one. This means there will be changes to our team structures and we are advising candidates that some roles may be subject to change in the coming 12 months. Changes for staff could include a change in line manager or variations to job descriptions. If changes are required, these will be discussed fully with those affected, in accordance with our Organisational Change Policy.
Person Specification
Qualifications
* Word processing to RSA III/NVQ Level 3 or equivalent level of experience
* Good standard of education together with a high level of numeracy, written and spoken English
* ECDL
Experience
* Demonstrable experience in an administrative role
* Experience of communicating with all levels of professional staff and the public
* Experience of dealing with confidential, sensitive data, appropriate maintenance and storage of records
* Experience of transcribing and minute taking
* Working experience of Microsoft Office Suite
* Working in an NHS environment
Skills
* Ability to work on own initiative and manage own workload
* Advanced keyboard skills
* Good written and verbal communication skills
* Good organisational skills
* Ability to work within a team and to take direction from senior team members
* Ability to speak Welsh or willingness to learn
Knowledge
* Good knowledge of MS Office Suite
* Awareness of policies and procedures relating to dealing with confidential data, both personal and organisational
* Thorough understanding of office procedures
* Working knowledge of filing/data systems including record management
* Knowledge of Public Health Wales
Personal Attributes
* Ability to work to deadlines and under pressure
* Able to work within a team
* Ability to work on own initiative
* Good time management
* Respect confidentiality
* Keen to learn and develop skills
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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