Call Response & Support Officer

Galw Gofal is a bilingual, 24/7 call monitoring service that supports older and vulnerable people through Telecare, helping them live independently. We also provide out-of-hours call handling for a wide range of services, including housing repairs, social services, highways, homelessness, and emergency events, on behalf of councils, housing associations, and private businesses.

As part of our growing team, you'll play a vital role in responding to calls that range from general enquiries to life-critical situations such as medical emergencies, falls, and house fires. You'll be supporting services that truly matter.

We're looking for a self-motivated individual to join our team of Call Response & Support Officers. If you're someone who thrives in a fast-paced environment and wants to make a meaningful impact, this could be the role for you.

What We Offer:
• A generous rewards package including:
• Local Government Pension Scheme
• Occupational Sick Pay
• Salary sacrifice schemes (cars, Cycle to Work)
• Cashback healthcare
• Long service awards
• Staff discounts
• Opportunities for hybrid working after a 6-month probation period
• Full training and ongoing support

What You'll Need:
• A positive attitude and excellent communication skills
• A good standard of education and IT skills
• Confidence using your own initiative
• High levels of integrity and confidentiality due to the sensitive nature of the work
• The ability to communicate fluently in both English and Welsh
Conwy is committed to safeguarding. All qualifications and references will be verified, and the successful applicant will be subject to vetting in line with BS7858 standards.

Manager details for informal discussion:

Nick McCavish, Regional Strategic Manager

( nick.mccavish@conwy.gov.uk / 01492 575240 )

Welsh Language Skills: The ability to communicate in Welsh is essential for this post. We are committed to our Welsh language and are proud of our Welsh culture. We welcome applications in both Welsh and English and application forms received in either language will not be treated less favourably than each other. We're passionate about supporting and encouraging you to use your Cymraeg whatever your level. We offer free classes at all levels, in-person and on-line to support you.

This role offers flexible working options for a work life balance. This can include adjusting your working day and hybrid working, ie a balance of office and home working.

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

Click here to discover the benefits of joining Team Conwy.

Learn more about our recruitment process by visiting our Recruitment Process Page

We're committed to developing a diverse workforce and inclusive teams that embrace a wide range of voices, experiences, perspectives and backgrounds. Creating a workplace that is welcoming and where everyone feels they belong ensures we can deliver great services.

We welcome and encourage applicants from all backgrounds and experiences.

We are a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you evidence that you meet the essential criteria of the job in your application (requirements marked with an 'E' on the Person Specification).

We are happy to provide reasonable adjustments throughout the recruitment process (and in employment) where possible. We encourage you to request adjustments. To do this please contact the manager named above to discuss your needs and potential support. There are options to apply via different formats, please contact the HR Team on 01492 576129 to discuss how we can support you. These requests will not put you at any disadvantage. Need some support with your application? We've got tips, guidance and support services to help you through it.

Mae'r ffurflen hon ar gael yn Gymraeg hefyd.