Helpline Operator

The Methodist Church in Britain; Wales; Sur place; GBP 15 000 - 18 000; Plein temps

Avantages offerts par ce poste

Full training provided

Résumé du poste

The Helpline Operator role sits in the Helplines Department of Betsi Cadwaladr University Health Board, supporting people with mental ill health, dementia, gambling and substance misuse by phone and voicemail. Flexible shifts include nights, weekends, and bank holidays, with lone working and Welsh language ability required.

Responsibilities include answering calls, providing information, and guiding callers to appropriate help, while offering support to families and carers in a compassionate,

Qualifications

• Minimum 5 GCSEs or equivalent.
• Experience dealing with the public on the phone.
• Lone working and flexible shifts.
• Ability to speak Welsh.

Responsabilités

• Answer incoming calls on the 24-hour helplines.
• Return voicemail messages and provide support.
• Offer information and literature on mental ill health, dementia, gambling and substance misuse.
• Support families, friends and carers.
• Cover shifts including nights, weekends and bank holidays.

Connaissances

Welsh speaker

Good communication

Time management

Telephone etiquette

Team player

Formation

GCSEs or equivalent

Outils

Basic computer skills

Description du poste

This Helpline Operator post sits in the Helplines Department of Betsi Cadwaladr University Health Board, which runs several 24-hour helplines from Grove Road. Operators answer incoming calls and return voicemail messages, giving emotional support and information on mental ill health, dementia, gambling and substance misuse. The post needs flexible shifts covering nights, weekends and bank holidays, plus lone working and the ability to speak Welsh.

What the job involves

• Answer incoming calls on the 24-hour helplines
• Make outgoing calls in response to voicemail messages
• Give emotional support, advice, information and literature to callers living with mental ill health, dementia, gambling addiction and substance misuse
• Support families, friends and carers who contact the helplines
• Cover shifts 24 hours a day, 7 days a week, including bank holidays, Christmas and New Year
• Work alone, and support colleagues during shifts

Qualifications

• Minimum 5 GCSEs or equivalent

Experience

• Dealing with the public on the phone
• Excellent telephone skills and manner
• Working as part of a team
• Lone working
• Experience of working in an office environment
• Time management skills

Skills & knowledge

• Ability to speak Welsh
• Good communication skills
• Knowledge of mental health issues, including primary and secondary care services and severe and enduring mental conditions
• Knowledge of substance misuse
• Knowledge of dementia and its effects on carers

Other

• Ability to work flexibly, including weekends and night shifts
• Willingness to work bank holidays, Christmas and New Year

Nice to have

• Basic computer skills
• Experience of the issues facing people living with mental distress or drug and alcohol problems

What’s offered

• Full training provided