Contact Officer – EK

Contact Officer – Independent Living Services

Location: University Hospital of Wales, Cardiff
Department: Housing & Communities – Independent Living Services

About the Role

We are seeking a compassionate, customer-focused Contact Officer to join the First Point of Contact team within Independent Living Services. The successful candidate will provide information, advice and assistance to members of the public, particularly vulnerable adults who require support to live independently and remain connected to their communities.

Key Responsibilities
Act as the first point of contact for enquiries relating to independent living and social care services.
Provide clear information, advice and assistance tailored to individual needs.
Identify support requirements and signpost individuals to appropriate health, social care and community services.
Make referrals to relevant agencies and liaise with healthcare professionals and partner organisations.
Communicate sensitively with vulnerable adults and respond appropriately to their individual circumstances.
Maintain accurate records and handle confidential information in accordance with data protection requirements.
Manage workloads effectively and contribute to positive outcomes for service users.
Promote safeguarding, dignity, choice and independence.
Essential Skills and Experience
Excellent verbal and written communication skills.
Experience in health and social care, customer service, advice services or the voluntary sector.
Strong IT, administrative and organisational skills.
Ability to manage competing priorities and resources effectively.
Empathy, active listening and a person-centred approach.
Understanding of safeguarding, confidentiality and professional boundaries.
A positive, proactive attitude and commitment to delivering excellent customer service.

What they Offer
The opportunity to make a positive difference in the lives of vulnerable adults.
Experience working collaboratively with health, social care and community services.
The opportunity to contribute to independent living and community wellbeing.

Additional Information: The role is primarily based at the University Hospital of Wales, with travel to other University Health Board sites as required. The post is subject to an Enhanced Disclosure and Barring Service (DBS) check. Job sharing may be considered, and applications are welcomed in both English and Welsh.