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en Jobs & Careers Call Response and Support Officer
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Call Response and Support Officer

Job Reference: REQ005126
Service: Integrated Adult & Community Service  
Section: Community Wellbeing, Galw Gofal
Location: Coed Pella, Colwyn Bay
Salary: G04 £22,777 – £24,054 per annum plus enhancements for shift work
Hours and Basis: Up to 37 hours per week, (Full or Part time) Permanent
Welsh Language Skills: Desirable

The ability to communicate in Welsh in order to handle calls with service users and establish the reason for their call as well understanding Welsh emails, is desirable for this post. We can support non Welsh speakers or Welsh learners support in their Welsh language development.

Conwy is committed to equality of opportunity and we welcome applications from all sections of our community. There is an option for disabled people to apply on different formats. Please contact the HR Team on 01492 576129 for further advice.

Candidates must complete our application form to be considered. CVs by themselves will not be accepted. If you have not received an interview invitation within three weeks of the closing date, you must assume that you have not been short listed for interview.

Conwy is committed to safeguarding. Qualifications and references will be verified.

Job Role

Due to our continued success and ongoing contract extensions, we are expanding our team to provide an essential 24-hour call monitoring service that plays a vital role in providing invaluable help and support to older and vulnerable individuals.

You will help people within your community maintain their independence by providing professional support and assistance around the clock. You will also support our lone workers by providing out of hours emergency assistance for the general public in cases of housing repairs or other essential services. These services are integral to ensuring that the community has immediate access to essential support whenever it is needed.

You will play an instrumental part in supporting vulnerable individuals while upholding the highest standards of safety and wellbeing for our clients whilst also upholding GDPR regulations.  You will need to have a positive attitude and excellent communication skills. We value individuals who are self-motivated and willing to go above and beyond to ensure customer satisfaction.

We understand our service is often critical to the life and well-being of our users, so we take training and support very seriously. When you join our team, you can be assured of full training and support, including opportunities for professional and personal development.

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

If you are compassionate and have a deep desire to help people, then a job with us is perfect for you. Join our team today and be part of an organisation that truly makes a difference in the lives of people.

Conwy County Borough Council is committed to its Welsh Language Standards. We welcome applications in both Welsh and English and application forms received in either Language will not be treated less favourably than each other.

In promoting Equal Opportunities, Conwy welcomes applicants from all sections of the community.  All Disabled applicants who meet the essential job requirements will be guaranteed an interview. The Council will provide appropriate additional work facilities for disabled applicants.

Benefits of working for Conwy

Work life Balance

We promote and understand the importance of a positive and healthy work life balance. Employees working for us will benefit from 8 bank holidays per year and an attractive entitlement of;

  • On appointment 26 days
  • After 5 years continuous service 31 days
  • After 10 years continuous service 33 days

Part-time employees have annual leave and bank holidays calculated on a pro rata basis. 

We also consider a range of flexible working options including:

  • Job sharing
  • Reduced hours and part time working
  • Term-time only contracts
  • Compressed hours
  • Flexi-time scheme
  • Family friendly & special leave policies

Local Government Pension Scheme

All employees are automatically opted into the Local Government Pension Scheme. More information can be found on:

Health & Wellbeing

Your health & wellbeing is important to us and we are committed to promoting a culture where the health and wellbeing of employees is supported. You will benefit from: 

  • Occupational sick pay
  • Free access to round the clock Employee Assistance Program for advice and support
  • A comprehensive Attendance Management Policy to support and help individuals whilst at work, when sick and returning to work.

Conwy Rewards and Vectis Card

Conwy Rewards is a one stop shop for all of Conwy’s staff benefits including salary sacrifice cars from Tusker, Cycle to Work, cashback healthcare, long service awards, discounts plus much more.You can save using online discounts, discounted gift vouchers, cashback and in store discounts with your Vectis Card. This includes high street shops, cinemas and restaurant discounts through to money of motoring, insurance, hotels and holidays


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