Help Me Quit Contact Centre Call Handler

THIS IS A FIXED TERM CONTRACT ROLE FOR 18 MONTHS UNTIL 31ST MARCH 2027 DUE TO FUNDING

Job overview

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 handler to 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.

This a fixed term position until 31st March 2027 working 37.5 hours per week and will be based in our Public Health Wales NHS Trust offices in Capital Quarter 2, Tyndall Street which is in the city centre 10 minutes from Queen Street and Central train stations and 15 minutes from Cardiff Bay.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Working for your organisation

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 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/

Detailed job description and main 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.