Job Description

• Gweithio hybrid - ar ôl cwblhau'r hyfforddiant bydd disgwyl i staff weithio yn y swyddfa 2 ddiwrnod yr wythnos, ac adref 3 diwrnod yr wythnos
• Oriau Gwaith ar ôl hyfforddiant yw 8:40 - 16:35 … peth hyblygrwydd

Disgrifiad swydd:

PWYSIG:

Mae rhuglder yn y Gymraeg (siarad, ysgrifennu, darllen) yn hanfodol ar gyfer y swydd hon.

Byddwn yn cynnal prawf Cymraeg cyn cynnig swydd dros dro.

Mae hon yn rôl amlswyddogaethol, ac fel Swyddog Gweinyddol byddwch yn chwarae rhan hanfodol yn gweithio o fewn y Tîm Teleffoni, gan ddarparu penderfyniadau effeithlon i alwadau wedi'u sgriptio a gwaith ar ôl galwadau. Byddwch yn delio â chwsmeriaid mewnol ac allanol trwy e-bost, post a ffôn, cofrestru gwaith achos, prosesu data a chasglu gwybodaeth o gronfeydd data electronig.

Bydd y swydd yn cynnwys ystod o ddyletswyddau gwahanol ac rydym yn chwilio am bobl sy'n hyblyg ac yn gallu addasu.

Bydd y cyfrifoldebau yn cynnwys, ond heb fod yn gyfyngedig i:

• Darparu gwasanaeth cwsmeriaid rhagorol dros y ffôn, e-bost a gohebiaeth ysgrifenedig yn Gymraeg a Saesneg.
• Delio gyda chwsmeriaid yn ddyddiol gan ganolbwyntio ar sicrhau eu bod yn fodlon ac yn deall ein prosesau.
• Darparu gwybodaeth a chyngor clir i gwsmeriaid a sicrhau eu bod yn darparu'r holl wybodaeth angenrheidiol
• Darparu cymorth, gan gynnwys esbonio gweithdrefnau neu bolisïau, rhoi rhesymau dros ymholiadau a chyfiawnhau penderfyniadau.
• Gwaith gweinyddol cyffredinol gan gynnwys defnyddio ein hoffer a chronfeydd data i gasglu a dadansoddi data.

Bydd gan yr ymgeiswyr llwyddiannus y gallu i ddehongli canllawiau, polisi a gweithdrefnau i'w galluogi i gynnig yr atebion gorau ac, os oes angen, cyfeirio unrhyw ymholiadau at yr adran gywir. Wrth ateb galwadau dylid datrys pob mater ac ymholiad lle bo'n bosibl gan ddilyn canllawiau'r adran mewn modd proffesiynol ac ystyriol.

• Hybrid working - once trained staff will be expected to work 2 days in the office, and 3 days at home
• Working hours after training are 8:40 - 16:35 … some flexibility

Job description:

IMPORTANT:

Fluency in Welsh (speaking, writing, reading) is essential for this post.

We will conduct a Welsh test before making an offer of temporary employment.

This is a multifunctional role, and as an Administrative Officer you will play a crucial role working within the Telephony Team, providing an efficient call resolution to scripted calls and after call work. You will be dealing with internal and external customers by email, post and phone, registering casework, processing data and interrogating electronic databases.

Your job will involve a range of duties and we are looking for people who are flexible and adaptable.

The responsibilities will include, but are not limited to:

• Provide excellent customer service via telephone, email and written correspondence in Welsh and English
• Deal with customers on a daily basis and focus on ensuring that they are content and understand our processes.
• Provide clear information and advice to customers whilst ensuring that they provide all necessary information
• Provide assistance, including explaining procedures or policies, giving reasons for enquiries and justifying decisions.
• General admin including using our tools and databases to gather and analyse data.

The successful candidates will have the ability to interpret guidance, policy and procedures to enable them to offer the best solutions and, if necessary, direct any queries to the correct department. When answering calls, all issues and queries should be resolved where possible following department guidelines in a professional, tactful manner.


Candidate requirements:
Fluent Welsh Speaker (this will be tested at interview)
Previous Admin experience
The successful candidates will have the ability to interpret guidance, policy and procedures to enable them to offer the best solutions and, if necessary, direct any queries to the correct department. All issues and queries should be resolved where possible following department guidelines in a professional, tactful manner, when answering calls.
Proficient in Microsoft package/good IT skills
Ability to remain calm under pressure
Be able to provide 3 years or referencing and pass a DBS check

Pay Rate - £11.71 // 37 hours per week Monday - Friday

If you feel this role would interest you and you hold the above requirements, please apply direct. Please be aware due to the volume of applications we receive you will be contacted if you are successful.

At Brook Street, we believe that by harnessing diversity of thought and experience across our company, exceptional things happen. We continually strive for a highly diverse workforce and an inclusive culture where everyone feels valued, listened to and able to discover their personal best.

Brook Street is a Disability Confident Leader, and we have also hold Gold Award status from the Defence Employer Recognition Scheme.

Our supply of Contingent Workers to the Public Sector Resourcing Framework (PSR) has driven us to take further steps in supporting candidates with disabilities or veterans. Through our Guaranteed Interview Scheme, we offer candidates with disabilities and veteran who meet the stipulated criteria for the role, a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability or a veteran, we encourage you to reach out to us via email at , providing the role's navigation link and your qualifications. We are committed to engaging with you.

Throughout the application process we will discuss any reasonable adjustments needed. Your comfort and accessibility are of utmost importance to us, and we are eager to ensure a seamless communication journey.