Vacancy -- Manager – Welsh Language Helpline

The Welsh Government intents to create a Welsh Language helpline. The aim of the service will be to provide one point of contact for anyone seeking general  information on the Welsh language, as well as a short translation service for individuals and organisations that work in the private and voluntary sector.

The postholder will be part of developing the service and supporting the administrative process from start to finish. They will work side by side with Business Wales contact centre, and tasks will include:

• managing, planning, distribution and supervision of Welsh language helpline service on a day-to-day basis;

• dealing with complex cases and offer support to the team when the number of calls and applications are high, over the phone, email, live chat, social media and other new channels between 09:00 – 17:00 Monday – Friday;

• providing performance reports for the service, including analysis of the data in order to identify gaps in public information;

• create and maintain a database of information and referral system to ensure that the team is able to provide an effective service;

• Oversee the use of the translation memory and provide post-editing to machine translated material  to provide simple translations; 

• Supporting the team in preparing translation projects received from clients, analysing each individual application and inputting relevant data to central database;

• Maintain and manage effective relationships with external translation companies;

• Maintaining and managing relationships with a network of external business officials who will use information provided by the post holder to feed their work programme;

• Collaborate with other members of the business unit to provide consistent, effective and efficient; 

• Ensure effective customer service by working to service level agreements and fostering a good working relationship with the suppliers ;

• analysis of information from the database in order to identify any gaps in public information;

• Manage the process of collating thematic translations and "frequently asked questions" in order to create materials for the “Cymraeg“ to the website "Welsh" and social media.

• Manage two members of staff and report regularly to the project manager.  

Regularly and effectively work with others

• Under the guidance of the Business Wales Helpline Manager, work effectively with other Business Support Officers and communicate clearly with colleagues in general to embrace consistent processes, policies and practices.
• Assist the team to provide a timely, consistent and efficient customer service by participating in the Business Unit's work rota.

 

Providing business support

• Undertake a variety of tasks shared between the members of the Business Unit.
• Develop skills in specialist IT systems that are key to the work of the Translation Service (eg using translation memory software to align and analyse documents) and corporate systems, reporting on performance and trends.
• Assist with any other aspect of the branch administration and general corporate projects, in accordance with the instructions of the line manager or senior staff.

Daily contact with various stakeholders, including businesses, voluntary sector organisations and customers.
Develop skills in ICT systems that are central to the delivery of services, as well as collecting data and gaining experience of using specialised equipment and software.
Work in a fully bilingual environment where Welsh is the working language.
Be part of an exciting new project that will contribute to the success of the 2050 Welsh Language Strategy
Manage a small team

26/04/2018, 16:00

Posts recruited to as part of this recruitment campaign are broadly open to UK nationals, those with right to remain and work in the UK and those that meet the Civil Service Nationality Rules only. Check your eligibility here:

• UK Visas and Immigration - GOV.UK

• Nationality rules – GOV.UK

Prior to appointment, all successful applicants will be required to produce original, acceptable documents as part of the pre-employment checks. If it becomes apparent at a later stage in the process that you aren’t eligible to apply, your application will be withdrawn, or offer retracted.

The Welsh Government is committed to providing services which embrace diversity and which promote equality of opportunity. This is underpinned by the Equality Act 2010 and will be adhered to at each stage of the recruitment process. Our goal is to ensure that these commitments are also embedded in our day-to-day working practices with all our customers, colleagues and partners.

We are committed to being an anti-racist organisation and increasing diversity in the Welsh Government by removing barriers and supporting all our staff to reach their potential. We are committed to recruiting Black, Asian and Minority Ethnic people and disabled people who are currently under-represented in Welsh Government.

We welcome applications from everyone regardless of age, marriage and civil partnership (both same sex and opposite sex), impairment or health condition, sex, sexual orientation, pregnancy and maternity, race, religion or belief, gender identity or gender expression.

We are a Stonewall Diversity Champion and a Disability Confident Level 3 (Leader) organisation. Key to supporting this work and providing peer support are five Board sponsored Staff Networks (Disability Awareness and Support (DAAS); Minority Ethnic Support Network (MESN); Mind Matters (Mental health and well-being); PRISM (Lesbian, Gay, Bisexual, Transgender, Intersex +) and Women Together.

This vacancy is part of the Great Place to Work for Veterans initiative.

The Welsh Government is a bilingual organisation and Welsh language skills are considered an asset to the organisation. We encourage and support staff to learn, develop and use their Welsh language skills in the workplace. 

The following list of language requirements represents an objective assessment by the line manager on behalf of the Welsh Government of the Welsh language skills required to undertake the duties of this particular post.

In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.

Our 3 recognised trade unions are:
•         PCS
•         Prospect
•         FDA

This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:
•         pay
•         terms and conditions
•         policies and procedures
•         organisational change.

Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.

The Welsh Government has an excellent track record of working in partnership with its trade unions. We encourage staff to get involved. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. and to learn more about trade unions and partnership working.

• Unless stated otherwise in ‘actual starting salary’, all candidates will start at the minimum of the pay scale being appointed to (this includes existing civil servants).This is not negotiable.
• Unless stated otherwise in ‘type of opportunity’, this recruitment advert is not open on a Loan or Secondment basis.
• For more information on the eligibility criteria and terms and conditions for Loan and Secondment positions in Welsh Government, please see external recruitment candidate guidance.
• Unless stated otherwise in ‘Location of Post’ the role/s recruited to via this campaign can only be worked in the UK, not overseas.

All applications for this vacancy should be made online via the Welsh Government's online application system.  If you have a disability which would prevent you from applying on-line, please e-mail SharedServiceHelpdesk@gov.wales to request an application pack in an alternative format, or to request a reasonable adjustment related to a disability in order to submit your application.

To apply, you'll need to have an account on our online application system.  Click the 'Apply' button below, and you'll be asked to 'Log in' if you already have an account, or 'Register' if you don't yet have an account.  Registration takes just a few minutes to complete.  You'll need an e-mail address to be able to register.  Once you've registered for an account and logged in, you'll be taken to the online application form, which you'll need to fully complete and submit before the deadline on the closing date.  

If you’d like to apply for this vacancy in Welsh, please use the ‘Newid Iaith / Change Language’ link at the top of this page, to take you to the Welsh version of this advert, from which you can apply in Welsh.

For further information regarding the Welsh Government recruitment process, please see the Recruitment Guidance for External Candidates (link).

When evidencing your suitability for the post, it is recommended that you refer to the Civil Service Competency Framework (link)

Anyone who believes they have been treated unfairly, or has a grievance or complaint, about how the process was conducted should either write to the Head of Resourcing, Welsh Government, Cathays Park 2, Cardiff CF10 3NQ or email SharedServiceHelpdesk@gov.wales.  If you are unhappy with the outcome of the complaint raised with the Welsh Government and feel that the principles of appointment on merit through fair and open competition have not been met you have the right to pursue your grievance with the Civil Service Commission.