Helpline Operator

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.

• 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

• Minimum 5 GCSEs or equivalent

• 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

• 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

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

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

• Full training provided