Job vacancy: Help Me Quit Contact Centre Call Handler, Public Health Wales NHS Trust, Cardiff

Job summary

Main area: Help Me Quit Hub Call Handler
Grade: Band 3
Contract: 18 months (Fixed-term for 18 months until 31 March 2027 due to funding)
Hours: Full time - 37.5 hours per week (Shift work on a rota basis including Saturday working)
Job ref: 028-AC229-0925

Employer: Public Health Wales NHS Trust
Employer type: NHS
Site: Capital Quarter 2
Town: Cardiff
Salary: £25,313 - £26,999 per annum
Salary period: Yearly
Closing: 14/09/2025 23:59

Help Me Quit Contact Centre Call Handler

Band 3

Welcome to Public Health Wales, the national public health organisation for Wales

Our vision is Working to achieve a healthier future for Wales

To find out more visit Public Health Wales and watch this video about our Strategic Plan

Working together, with trust and respect, to make a difference

Applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English. To support our all Wales service, we particularly welcome applications from Welsh speakers.

Detailed job description and main responsibilities

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.

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

Essential criteria

Word processing to RSA III/NVQ Level 3 or equivalent level of experience
Good standard of education together with a high level of numeracy, written and spoken English

Desirable criteria

ECDL

Experience

Essential criteria

Demonstrable experience in an administrative role
Experience of communicating with all levels of professional staff and the public
Experience of dealing with confidential, sensitive data, appropriate maintenance and storage of records
Experience of transcribing and minute taking
Working experience of Microsoft Office Suite

Desirable criteria

Working in an NHS environment

Skills

Essential criteria

Ability to work on own initiative and manage own workload
Able to manage diaries
Advanced keyboard skills
Good written and verbal communication skills
Good organisational skills
Ability to work within a team and to take direction from senior team members

Desirable criteria

Ability to speak Welsh or willingness to learn

Knowledge

Essential criteria

Good knowledge of MS Office Suite
Awareness of policies and procedures relating to dealing with confidential data, both personal and organisational
Thorough understanding of office procedures
Working knowledge of filing/data systems including record management

Desirable criteria

Knowledge of Public Health Wales

Personal Attributes

Essential criteria

Ability to work to deadlines and under pressure
Able to work within a team
Ability to work on own initiative
Good time management
Respect confidentiality
Keen to learn and develop skills

Desirable criteria

Continued Personal Development

Public Health Wales, reserves the right to close this vacancy early. We therefore encourage early applications.

Priority is given to staff awaiting redeployment. We therefore reserve the right to withdraw this advert at any stage.

If you have a disability and have any particular requirements to enable you to participate in the application process, please contact [email protected]

IMPORTANT NOTE FOR APPLICANTS: Applications for our roles are carefully reviewed and shortlisted based on specific criteria, which varies from job to job.

Using a generic application or automated AI application services, such as Lazy Apply or AI Apply, does not usually provide enough personal evidence of your skills and experience relevant to the role. This can make it difficult for us to assess your suitability and will reduce your chances of being shortlisted.

To ensure your application is given full consideration, we recommend submitting a tailored application that directly addresses the criteria listed in the Person Specification section of the advert, providing clear evidence and examples to demonstrate how you meet each requirement.

Visa Sponsorship Eligibility

If you require sponsorship under the Skilled Worker or Health and Care Visa routes, please ensure you self‑assess your eligibility for sponsorship for this role before applying.
Check the Skilled Worker visa guidance or Health and Care visa guidance for details on job eligibility, salary, English language, and sponsorship requirements.

If you are successful and short listed for interview you will be contacted by email using the address with which you registered. Please ensure you check your email account regularly.

We are committed to fair, transparent recruitment and believe in equality of opportunity in our workplace and will not tolerate discrimination on grounds of age, disability, gender identity, religion or belief, race or nationality, marriage or civil partnership status, sex, sexual orientation, working pattern, caring responsibilities, trade union activity or political beliefs – or on any other grounds. We welcome applications from individuals seeking flexible working arrangements.

The salary scale shown is for a full-time member of staff, with the amount being adjusted pro rata for those working less than 37.5 hours per week.

In general, anyone joining our Trust who has not previously worked in the NHS will, by default, start on the first point of the advertised pay band. Pay progression will then be determined by annual Performance and Development Reviews in accordance with the NHS Wales Pay Progression Policy. An application for Incremental Credit may be considered, but can only be awarded based on evidenced, reckonable service and/or equivalent, relevant experience.