At a Glance
- Tasks: Support smokers in quitting through excellent client-centred service and effective communication.
- Company: Join Public Health Wales, dedicated to creating a healthier future for everyone.
- Benefits: Flexible working hours, inclusive culture, and opportunities for personal development.
- Other info: Welsh speakers are encouraged to apply; dynamic team environment with growth potential.
- Why this job: Make a real difference in people's lives while gaining valuable experience in healthcare.
- Qualifications: Strong interpersonal skills and experience in administrative roles are essential.
The predicted salary is between 30000 - 42000 € per year.
Help Me Quit Contact Centre Call Handler
The ability to speak Welsh is Essential for this post. Please do not apply if you cannot speak Welsh
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 permanent basis.
Main duties of the job
The ability to speak Welsh is Essential for this post. Please do not apply if you cannot speak Welsh
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.
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 that 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 visit https://phw.nhs.wales/careers/
For guidance on the application process, please visit https://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
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
- Thorough understanding of office procedures
- Knowledge of smoking cessation models
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
Other
- Able to work evenings and weekends on a regular basis
- Ability to carry resources
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.
Help Me Quit Contact Centre Call Handler in Cardiff employer: Public Health Wales
Public Health Wales is an exceptional employer dedicated to fostering a supportive and inclusive work environment where employees can thrive. With a strong commitment to employee growth, we offer numerous opportunities for professional development while working towards the vital goal of a smoke-free Wales by 2030. Our flexible working arrangements and emphasis on teamwork ensure that you can make a meaningful impact in the community while enjoying a balanced work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Help Me Quit Contact Centre Call Handler in Cardiff
✨Tip Number 1
Get to know the company! Research Public Health Wales and their mission. When you understand their goals, you can tailor your conversation to show how your skills align with their vision of a smoke-free Wales.
✨Tip Number 2
Practice your phone skills! Since this role is all about handling calls, try role-playing with a friend. Focus on being calm, professional, and supportive—just like you would be with clients looking to quit smoking.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips on what it’s really like to work at Public Health Wales and might even refer you for the job!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll find all the info you need about the role and the benefits we offer right there.
We think you need these skills to ace Help Me Quit Contact Centre Call Handler in Cardiff
Some tips for your application 🫡
Show Off Your Interpersonal Skills:Since this role is all about building supportive relationships, make sure to highlight your interpersonal skills in your application. Share examples of how you've successfully communicated with others, especially in a healthcare setting.
Tailor Your Application:Don’t just send the same application everywhere! Tailor your CV and cover letter to reflect the specific requirements of the Help Me Quit role. Mention your experience with sensitive data and your ability to work both independently and as part of a team.
Be Professional and Calm:The job requires a professional and calm telephone manner, so let that shine through in your written application. Use clear and concise language, and avoid any overly casual phrases to keep it professional.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll find all the info you need to complete your application there. Don’t miss out on this opportunity!
How to prepare for a job interview at Public Health Wales
✨Know Your Stuff
Before the interview, make sure you understand the role and the mission of the Help Me Quit Contact Centre. Familiarise yourself with their services and the importance of supporting smokers in Wales. This will show your genuine interest and commitment to the cause.
✨Showcase Your Interpersonal Skills
Since this role requires excellent interpersonal skills, prepare examples from your past experiences where you've successfully built supportive relationships. Think about times when you’ve helped someone through a tough situation or provided exceptional customer service.
✨Practice Your Calm Telephone Manner
As you'll be handling calls, practice speaking clearly and calmly. You might want to do mock interviews over the phone with a friend or family member. This will help you get comfortable with the format and ensure you convey professionalism during the actual interview.
✨Be Ready for Scenario Questions
Expect questions that assess how you would handle specific situations, especially those involving sensitive data or challenging conversations. Prepare by thinking through potential scenarios and how you would respond, keeping in mind the non-judgmental approach required for this role.
