Control Centre Operator

3 Month Contract with A Local Authority

The Contact Centre Operator (Telecare) is responsible for providing a responsive high-quality service to vulnerable and elderly residents responding to emergency and priority calls with professionalism empathy and efficiency. The postholder will also support a range of council services by handling inbound and outbound customer contact ensuring accurate information timely assistance and excellent customer care.

Key Duties and Responsibilities

• Receive and respond promptly to emergency and priority calls from vulnerable and elderly customers providing reassurance and support.
  

• Make outbound welfare calls to check on the wellbeing of customers and provide follow-up assistance as required.
  

• Deliver a professional customer-focused service across multiple access channels (telephone email monitoring systems).
  

• Accurately record information and take appropriate action including liaising with emergency services care agencies or internal departments.
  

• Handle sensitive and emergency situations calmly showing empathy and sound judgment.
  

• Communicate clearly and effectively with a diverse customer base adapting communication styles to meet individual needs.
  

• Provide accurate advice and information about Council services ensuring customers understand any actions being taken.
  

• Work collaboratively with colleagues and partners including Out-of-Hours services Highways Noise Pollution and Housing teams.
  

• Adhere to established procedures and escalation protocols for emergency and out-of-hours incidents.
  

• Embrace and utilise emerging telecare and contact centre technologies to improve service delivery.
  

• Contribute to the continuous improvement of the service by supporting team initiatives and responding positively to change.
  

Requirements

• Educated to GCSE standard or equivalent with five GCSEs (Grades AC / 49) including English and Mathematics.
  

• Demonstrable competence in written and spoken English.
  

• Ability to communicate (speak read and write) in Welsh.
  

• Standard DBS Check