Help Me Quit Smoking Cessation Contact Centre Supervisor

Public Health Wales; Cardiff; On-site; GBP 80,000 - 100,000; Full time

Job summary

A national public health agency seeks a Contact Centre Supervisor to lead and support a team providing specialist behavioral support to smokers and vapers. This full-time role involves managing team operations and shift scheduling, ensuring high-quality service. Ideal candidates must have relevant experience in healthcare settings, strong interpersonal skills, and a commitment to public health. The role is based in Cardiff and requires a degree-level education, with Welsh language skills desirable.

Qualifications

• Experience delivering specialist smoking cessation support.
• Experience dealing with clients in a healthcare setting.
• Experience in staff supervision.

Responsibilities

• Support the team in delivering high-quality behavioral support to smokers.
• Manage shifts and ensure a smooth operation within the Hub.
• Work on a rota basis with weekend shifts every other week.

Skills

Interpersonal skills

Planning and organisational skills

Ability to speak Welsh

Education

Educated to degree level / equivalent

Practitioner registration with the Public Health Register

Further training in smoking cessation

Tools

MS Office Suite

Job description

Help Me Quit Smoking Cessation Contact Centre Supervisor

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 and vapers who want to quit.

An exciting opportunity has arisen for a full time (37.5 hours per week) supervisor to join the National Help Me Quit Contact Centre and Telephone Support Service. The post is offered on a permanent basis.

Main duties of the job

Working with the Hub Manager, you will support our team of Call Handlers and Telephone Support Advisors to deliver high quality, specialist behavioural support and advice to smokers and vapers who actively want to quit over the telephone. The Hub Supervisor role is key to the successful day-to-day operation of the Hub and requires excellent communication, problem solving and organisational skills, as well as a commitment to providing a high level of customer service and professionalism at all times.

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 which will include weekend working every other week.

This a permanent position 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.

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

The Contact Centre 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 be working every other Saturday 9am-5pm from home and receiving an OFF day during the week

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.

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

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

• Educated to degree level / equivalent level of experience
• Evidence of continuing Professional/personal development.
• Practitioner registration with the Public Health Register
• Further training in smoking cessation and behaviour change.

Experience

• Experience of delivering specialist smoking cessation support
• Experience of working to agreed protocols and guidelines
• Experience of staff supervision
• Experience of dealing with clients and members of the public within a healthcare setting
• Experience of project monitoring and reporting, including data collection and inputting data
• Experience of working with a range of professionals and partner organisations
• Working in an NHS environment
• Experience of delivering training

Skills

• Planning and organisational skills
• Ability to speak Welsh or willingness to learn

Knowledge

• Advanced knowledge of MS Office Suite - ability to produce reports, spreadsheets and correspondence
• Knowledge of administrative and organisational procedures, acquired through training and relevant experience.
• Knowledge of smoking cessation models
• Understanding of clinical governance systems and processes
• Principles of data collection and quality
• Knowledge of Public Health Wales

PERSONAL ATTRIBUTES

• Self-starter, self-motivated
• Ability to work to deadlines and under pressure.
• Able to work within a team.
• Ability to work on own initiative.
• Good time-keeping
• Respect confidentiality
• Willingness to learn and develop skills.

OTHER

• Willingness and ability to travel between sites
• Ability to work shifts in rotation - evenings and weekends when required

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.