During my time in the role, I was responsible for preparing and delivering Induction and full training sessions. We had staff in multiple different skillsets over 3 different job roles (Contact Tracer, Contact Advisor and Arriving Travel Tracer). I trained a large number of agents within the National Team, Local Authorities and Regional Health Boards across Wales. This included both new starter training and refresher training for experienced staff members.

Responsible for contacting confirmed positive cases of COVID-19. Conducting interviews and documenting exposed locations and contacts of the positive 'Index Case'.Giving relevant hygiene and isolating advice to each individual.

Responding to Cardiff citizen's queries and issues via Facebook, Twitter, Email, Webchat and Text message.Issues varied from anything such as repairs to Council houses to reports of fly tipping, graffiti and missed waste collections.

Working as part of the Housing Repairs Reporting Line.Answering inbound calls, emails and webchats from citizens reporting and chasing repairs to their Cardiff Council Home. This included arranging repairs and booking in appointments for citizens in a timely manner and also, re-arranging ongoing appointments and completing customer complaints.