Helpline Operator

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

Job summary

Betsi Cadwaladr University Health Board is seeking a Helpline Operator (Band 3) based in Wrexham to cover 24/7 shifts. The role provides emotional support, information and literature to callers with mental ill health, dementia, gambling addiction and substance misuse. Welsh language ability is essential.

The post offers full-time hours (37.5 per week) with various shift options, and training will be provided. You will work as part of a supportive team within the helpline department.

Qualifications

• Experience dealing with the public on the phone.
• Excellent telephone manners and skills.
• Ability to work in a team while also handling lone-working scenarios.
• Knowledge of mental health issues and related services is desirable.

Responsibilities

• Respond to incoming helpline calls and make outbound calls from voicemail messages.
• Provide emotional support, information and literature to callers living with mental ill health, dementia, gambling addiction and substance misuse.
• Work flexibly to cover 24/7 shifts, including weekends and nights.

Skills

Public interaction

Telephone skills

Teamwork

Lone working

Education

GCSEs

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

Employer Betsi Cadwaladr University Health Board Employer type NHS Site Romano Town Wrexham Salary £26,813 - £27,890 per annum Salary period Yearly Closing 21/10/2026 23:59

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.

Working for our organisation

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.

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.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

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

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