Help Me Quit Contact Centre Call Handler

NHS; Cardiff; On-site; GBP 27,000 - 28,000; Full time

Job summary

Public Health Wales in Cardiff invites applications for a Help Me Quit Contact Centre Call Handler (Band 3). The role is full-time (37.5 hours) with shift work on a rota, including Saturdays. The post is permanent and based at Capital Quarter 2 in Cardiff.

You will provide a client-centred service, book callers into smoking cessation services across Wales, and maintain a professional telephone manner while working well in a team or independently.

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

Responsibilities

• Deliver an excellent client-centred service for smokers and vapers in Wales.
• Book Smokers and vapers into Help Me Quit Stop Smoking Services across Wales.
• Maintain a professional and calm telephone manner with callers.
• Work on a rota basis including Saturdays; support the hub from CQ2 as needed.
• Collaborate with team members and take direction from senior staff.

Skills

Interpersonal skills

Telephone manner

Welsh language ability

Own initiative

Advanced keyboard skills

Written and verbal communication

Teamwork

Time management

Education

RSA III/NVQ Level 3

Education & English proficiency

ECDL

Job description

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Help Me Quit Contact Centre Call Handler

Band 3

Main area Help Me Quit Hub Call Handler Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week (Shift work on a rota basis including Saturday working) Job ref 028-AC192-1026

Site Capital Quarter 2 Town Cardiff Salary £26,813 - £27,890 per annum Salary period Yearly Closing 19/10/2026 23:59

Welcome to Public Health Wales, the national public health organisation for Wales

Our vision is Working to achieve a healthier future for Wales

Applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English. To support our all Wales service, we particularly welcome applications from Welsh speakers.

Important Note for vacancies offered on a fixed-term or secondment basis. Individuals who hold permanent (substantive) employment within the NHS may only be appointed via secondment. Approval for a secondment must be obtained from your current line manager prior to submitting an application.

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 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

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.

Working for our 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.

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

Public Health Wales, reserves the right to close this vacancy early. We therefore encourage early applications.

Priority is given to staff awaiting redeployment. We therefore reserve the right to withdraw this advert at any stage.

If you have a disability and have any particular requirements to enable you to participate in the application process, please contact [e-mail]

IMPORTANT NOTE FOR APPLICANTS: Applications for our roles are carefully reviewed and shortlisted based on specific criteria, which varies from job to job.

Using a generic application or automated AI application services, such as Lazy Apply or AI Apply, does not usually provide enough personal evidence of your skills and experience relevant to the role. This can make it difficult for us to assess your suitability and will reduce your chances of being shortlisted.

To ensure your application is given full consideration, we recommend submitting a tailored application that directly addresses the criteria listed in the Person Specification section of the advert, providing clear evidence and examples to demonstrate how you meet each requirement.

Visa Sponsorship Eligibility

• If you require sponsorship under the Skilled Worker or Health and Care Visa routes, please ensure youself‑assess your eligibility for sponsorship for this role before applying.

If you are successful and short listed for interview you will be contacted by email using the address with which you registered. Please ensure you check your email account regularly.

We are committed to fair, transparent recruitment and believe in equality of opportunity in our workplace and will not tolerate discrimination on grounds of age, disability, gender identity, religion or belief, race or nationality, marriage or civil partnership status, sex, sexual orientation, working pattern, caring responsibilities, trade union activity or political beliefs – or on any other grounds. We welcome applications from individuals seeking flexible working arrangements.

The salary scale shown is for a full-time member of staff, with the amount being adjusted pro rata for those working less than 37.5 hours per week.

In general, anyone joining our Trust who has not previously worked in the NHS will, by default, start on the first point of the advertised pay band. Pay progression will then be determined by annual Performance and Development Reviews in accordance with the NHS Wales Pay Progression Policy . An application for Incremental Credit may be considered, but can only be awarded based on evidenced, reckonable service and/or equivalent, relevant experience.