Job Description

Overview

We are proud to support the Welsh Government's Baby Bundle scheme -- a programme providing essential items to help every newborn in Wales get the best start in life. The bundles also encourage expectant mothers to engage with maternity and antenatal services. This is a proven initiative tackling deprivation, improving health, and supporting parents.

We are now recruiting Contact Centre Operators to join our dedicated team delivering this vital service.

Role Purpose

As a Contact Centre Operator, you will be the first point of contact for expectant parents, midwives, health professionals and social workers. You will handle telephone enquiries, process registration forms, and ensure accurate data entry into the Baby Bundle system. Your empathetic, professional approach will help parents access this valuable support quickly and smoothly.

Key Responsibilities

Receive and respond to incoming telephone calls from expectant parents and professionals about the Baby Bundle scheme. Process registration cards accurately and efficiently into the Baby Bundle system. Proactively contact parents to collect missing information or complete incomplete registrations. Provide clear, friendly information about the Baby Bundle initiative to callers. Manage calls from midwives, health visitors, and social workers, ensuring their queries are handled effectively. Escalate any matters of concern promptly to the Team Lead. Maintain a positive and supportive team environment, contributing to shared targets.

Essential Skills & Attributes

Confident communication in Welsh (spoken and written) where this is the customer's preferred language. Excellent telephone manner and the ability to handle sensitive enquiries empathetically. Fast, accurate data entry skills with great attention to detail. Strong organisational skills and the ability to multitask in a busy environment. Competent in MS Office and comfortable learning new systems. Flexible, team-oriented approach with a proactive attitude.

Training & Support

Full training on all systems and procedures will be provided for successful candidates.

Role Details

Hours:

Full-time, 9am-5pm (Monday to Friday)

Salary:

26,424 per annum

Holiday Entitlement:

22 days plus bank holidays, your birthday off, and a Christmas Wellbeing Day

Reporting Line:

Baby Bundle Team Lead
Job Type: Full-time

Pay: From 26,424.00 per year

Benefits:

Company pension Free parking On-site parking
Language:

Welsh (preferred)
Work Location: In person