Helpline Operator

NHS; Stansty; Remote; GBP 27,000 - 28,000; Full time

Job summary

Betsi Cadwaladr University Health Board in North Wales is seeking an empathetic Helpline Operator for the 24/7 helplines base in Wrexham. The role involves handling calls, providing emotional support, information and literature to people with mental ill health, dementia, gambling addiction and substance misuse.

The post requires Welsh language ability and flexibility to cover weekends and night shifts, including bank holidays. Training will be provided.

Qualifications

• Minimum 5 GCSEs or equivalent.
• Knowledge of mental health issues including primary and secondary care services.
• Knowledge of substance misuse.
• Knowledge of dementia and the effects on caregivers.

Responsibilities

• Respond to incoming calls and make outgoing calls for voicemail messages.
• Provide emotional support, information and literature to callers living with mental ill health, dementia, gambling addiction and substance misuse.
• Work 24/7 shift coverage; include weekends and night shifts.
• Work alone and within a team; support colleagues during shifts.

Skills

Phone etiquette

Teamwork

Office experience

Telephone communication

Education

GCSEs or equivalent

Job description

Main area Communication Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week (To cover 24 hours, 7 days a week - different shift options available) Job ref 050-AC234-1026W-A

Employer Betsi Cadwaladr University Health Board Employer type NHS Site Romano Town Wrexham Salary £26,813 - £27,890 per annum Salary period Yearly Closing 10/11/2026 23:59

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and "Proud to Lead" competence framework.

The organisation is currently undertaking a comprehensive operating model review and change programme to ensure we are best positioned for the future, creating exciting opportunities to shape how we work and deliver for the people of North Wales.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme. We also offer a number of family-friendly benefits, including work-life balance policies.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Job overview

The ability to speak Welsh is essential for this post.

The Helplines Department currently operates several 24 hour helplines from a base at Grove Road in Wrexham. Helpline Operators respond to incoming calls on the helplines as well as make outgoing calls in response to voicemail messages. All of the helplines provide emotional support, advice, information and literature to callers living with mental ill health, dementia, Gambling addiction, and substance misuse issues as well as offering support to families, friends and carers.

To cover 24 hours, 7 days a week with different shift options available.

Main duties of the job

The ability to work alone is essential. The ability to work inclusive of Bank Holidays, Christmas and New Year is an essential requirement of the post in line with the needs of the service.

Applicants with knowledge of substance misuse issues and mental health would be especially welcome. Team working is vitally important as supporting colleagues during shifts is actively encouraged.

Applicants will ideally have basic computer skills and experience of the issues and difficulties facing people living with mental distress or coping with drug/alcohol abuse problems. Full training will be given. Good communication skills is an essential requirement, the need to work flexibly is an important part of the role; This includes weekends and night shifts.

We strongly encourage prospective applicants to visit the Department for an informal discussion.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents.

Qualifications and / or knowledge

• Minimum 5 GCSE’s or equivalent
• Knowledge of mental health issues including primary and secondary care services, severe and enduring mental conditions.
• Knowledge of substance misuse.
• Knowledge of dementia and the effects on care givers.

Experience

• Dealing with the public on the phone.
• Excellent telephone skills/manner
• Working as part of a team. Lone working.
• Experience of working within an office environment

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.