Contact Advisor

An exciting opportunity has become available to work within the team delivering the national response to the COVID-19 pandemic on behalf of the Cardiff and Vale region.  As we move from strict lockdown arrangements to the next phase of the welsh plan, comprehensive tracing and testing of people with suggestive symptoms will be required. Once identified, Contact Advisors will be required to provide tailored and individual advice about self-isolating for those individuals and anyone they may have come in contact with. This is a significant and important task and all those involved will be playing a vital role in protecting residents and keeping them safe.

About the Job

Working as part of a team, your role will involve speaking to members of the public over the phone and providing appropriate advice and accurately entering data onto a web-based platform. Therefore, experience of working in a contact centre environment or similar may be beneficial but not essential, successful candidates will need good communication skills, particular when delivery sensitive or difficult information, to remain resilient when working at pace and be comfortable at self-managing their workload.


Although attendance may be required at a call centre facility for a training period, it is anticipated that Contact Advisors will work from home with support being made available from a Team Manger via digital channels such as Microsoft Teams in the first instance.


Shifts will be on a rota basis covering 8am to 8pm, 7 days a week.

Full training and supervision will be provided.

This is a Grade 4 position (£9.94 p/h).


The pandemic is a once in a lifetime event and this role provides the opportunity to be at the heart of the public health response.

If you would like to make an application, please send a completed Cardiff Works Application Form, an updated CV and evidence of your Right to Work in the UK to under the title ‘Contact Adviser Application’.

4.C.352 – Cardiff Works Application Form Updated Version GDPR