Job Description

Are you looking for a rewarding job?

Galw Gofal is a bilingual 24 hour call monitoring service which provides help & support for Older & Vulnerable people using Telecare services to maintain their independence, and also to the general public with Out of Hours call handling services to numerous Councils, Housing Association's and Private Businesses e.g. Housing repairs, Social Services, Highways, Homelessness, Emergency events.

You will provide services that include the monitoring of Telecare, Lone Workers & Out of Hours calls and provide support over the phone to numerous types of enquiries, which can include life-critical situations such as medical incidents, falls at home and house fires.

Due to contract extensions and business growth, Galw Gofal is looking for a self-motivated individual to join the team of call response & support officers. Is this person you?

You will benefit from a substantial rewards package, which includes a Local Government Pension Scheme, Occupational Sick Pay and staff benefits including salary sacrifice cars, Cycle to Work, cashback healthcare, long service awards, discounts plus much more. After completion of a 6-month probation there are opportunities for some home-working.

You will need a positive approach as well as excellent communication skills and a good standard of education including IT with the ability to use your own initiative.

You will be expected to show a high level of integrity and confidentiality due to the sensitive and life critical nature of the service. Full training and support provided.

The ability to communicate through the medium of English and Welsh is essential.

Conwy is committed to safeguarding - qualifications and references will be verified. The successful applicant will be subject to vetting in line with BS7858.

Once you have registered interest in the role a full and Person Specification will be E-mailed to you. For an informal discussion regarding the post please contact Nick McCavish, Regional Strategic Manager on 01492 575240.

Responsibilities

Respond to customer inquiries via phone, ensuring excellent communication and phone etiquette. Provide support in both English and Welsh, assisting bilingual customers effectively. Accurately enter data into the system while maintaining confidentiality. To carry out call handling duties, including emergency and non-emergency calls from service users with a range of abilities, including individuals with dementia, learning disabilities, speech and hearing impairments etc., from a broad spectrum of Telecare and other monitoring equipment plus Out of Hours and Lone Worker calls, and to deal with them all promptly and in accordance with the operating procedures. To assess all situations presented during both telecare and Out of Hours calls and to formulate clear judgements, problem solve and facilitate appropriate courses of action for the agreed desired outcomes for individuals, managing their expectations, and to escalate when necessary. To handle OOH calls for numerous councils, Housing associations and Private businesses including housing repairs, social services, homelessness, highways and emergency planning to fault find and escalate to on-call officers as appropriate. Collaborate with team members to enhance overall customer satisfaction and streamline processes. Maintain a professional demeanour while handling various customer interactions. A full and Person Specification will be sent to you upon receipt of your application.
Job Types: Full-time, Permanent

Pay: 25,992.00-27,269.00 per year

Benefits:

Additional leave Bereavement leave Casual dress Company pension Cycle to work scheme Employee discount Free flu jabs Free or subsidised travel Free parking Gym membership Health & wellbeing programme On-site parking Sick pay Store discount Work from home
Schedule:

Day shift Holidays Night shift Overtime Weekend availability
Application question(s):

Are you able to work shifts which include Mornings (from 7am), afternoons/evenings (up to 10pm) and overnight between 10pm-7am. These shifts include weekends and bank holidays on a rota pattern?
Experience:

customer service: 1 year (required) Computer skills: 1 year (required)
Language:

Welsh fluently (required)
Work Location: In person

Application deadline: 06/06/2025