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Help Me Quit Contact Centre Call Handler

February 14, 2026

Job summary

Do you have excellent interpersonal skills? Are you good at building supportive professional relationships? Are you currently working in a healthcare support role or equivalent? If so, this role will be suited to you!

The Welsh Government has set an ambitious target to achieve a smoke free Wales by 2030. To achieve this we need to tackle the unfair toll that smoking makes on some of the most disadvantaged and vulnerable people in our society. We are looking for people who want to provide support to smokers who want to quit.

An exciting opportunity has arisen for a full time (37.5 hours per week) call handlerto join the National Help Me Quit Contact Centre and Telephone Support Service. The posts are offered on a permanent basis.

Main duties of the job

Help Me Quit is looking to appoint a motivated individual that is dedicated to delivering an excellent client-centred service in which you can play a key role in helping smokers and vapers across Wales make one of the most important changes for their health.

The Hub is responsible for booking smokers and vapers into various Help Me Quit Stop Smoking Services across Wales, and is the central point of contact for all incoming queries.

The successful candidate will have excellent interpersonal skills; a professional and calm telephone manner; be non-judgmental, and will have the ability to work well both within a team and on their own initiative.

The Hub operates over a 6 day working week (Monday - Saturday), with working hours being 9am-8pm Monday and Wednesday, 9am-6pm Tuesday and Thursday and 9am-5pm Friday to Saturday, so you would work on a rota basis with other members of team. Shifts you will be required to work are one 12pm-8pm shift on either Monday or Wednesday which will be home working, one 10am-6pm shift on either Tuesday or Thursday from CQ2 and 9am-5pm shifts on other days from CQ2. You will receive an OFF day during the week when you are scheduled to work a Saturday shift.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

About us

We are Public Health Wales - the national public health agency in Wales. Our purpose is 'Working together for a healthier Wales'. We exist to help everyone in Wales live longer, healthier, happier lives. Together with our partners, we work to increase healthy life expectancy, improve health and well-being, and reduce inequalities for everyone in Wales, now and for future generations.

Our teams work to prevent disease, protect health, and provide leadership, specialist services and public health expertise. We are the leading source of public health information, research and innovation in Wales. In a world facing complex health challenges, our work has never been so important.

We are guided by our Values, 'Working together, with trust and respect, to make a difference'. We are committed to building an inclusive workplace that values equality and diversity. We welcome applications which represent the rich diversity of the communities we serve and are supportive of flexible working arrangements, including part time roles and job sharing.

To find out more about working for us and the benefits we offer please visithttps://phw.nhs.wales/careers/

For guidance on the application process, please visithttps://phw.nhs.wales/working-for-us/applicant-information-and-guidance/

Details

Date posted

27 November 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£25,313 to £26,999 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

028-AC294-1125

Job locations

Capital Quarter 2

Tyndall Street

Cardiff

CF10 4BZ

Job description

Job 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.

Job description

Job 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

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

ECDL

Experience

Essential

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

Working in an NHS environment

Skills

Essential

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

Ability to speak Welsh or willingness to learn

Knowledge

Essential

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

Knowledge of Public Health Wales

Personal Attributes

Essential

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

Continued Personal Development

Person Specification

Qualifications

Essential

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

ECDL

Experience

Essential

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

Working in an NHS environment

Skills

Essential

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

Ability to speak Welsh or willingness to learn

Knowledge

Essential

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

Knowledge of Public Health Wales

Personal Attributes

Essential

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

Continued Personal Development

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Public Health Wales

Address

Capital Quarter 2

Tyndall Street

Cardiff

CF10 4BZ

Employer's website

https://phw.nhs.wales/ (Opens in a new tab)

Employer details

Employer name

Public Health Wales

Address

Capital Quarter 2

Tyndall Street

Cardiff

CF10 4BZ

Employer's website

https://phw.nhs.wales/ (Opens in a new tab)

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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5. HOW DO YOU PROCESS INFORMATION?

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...