Job Details

Contact Centre Operator (Telecare)

Directorate: Adults, Housing & Communities
Section: Customer Services
Grade: 4
Hours: 37 hours per week
Location: County Hall, Cardiff
Reports to: 24/7 Services Team Leader

Job Purpose

To provide a professional, responsive and supportive 24/7 contact centre service to Council customers, including vulnerable and elderly residents. The role involves handling emergency, priority and welfare calls, providing accurate information and advice, and working closely with Council departments, care agencies and emergency services to ensure customers receive the appropriate support.

Key Responsibilities

• Answer and respond to inbound emergency, priority and welfare calls from vulnerable and elderly customers.
• Make outbound welfare and support calls to customers where required.
• Provide accurate information and advice regarding Council services and appropriate support.
• Listen carefully to customers, demonstrate empathy and respond appropriately to individual needs.
• Handle sensitive, urgent and emergency situations calmly and efficiently.
• Liaise with Council officers, partner organisations, care agencies, contractors and emergency services.
• Follow established procedures for out-of-hours calls, repairs, highways, noise pollution and other Council services.
• Ensure customer information and actions taken are recorded accurately.
• Work effectively with colleagues within the Control Centre and wider Council services to achieve high levels of customer satisfaction.
• Use contact centre technology, IT systems and other communication tools effectively.
• Follow safeguarding, health and safety, equality and confidentiality requirements.
• Contribute to continuous improvement and adapt positively to changes in technology, processes and service requirements.
• Work flexibly as part of a 24/7 rota, including evenings, nights, weekends and bank/public holidays.

Essential Requirements

• GCSEs or equivalent, including English and Mathematics.
• Experience of providing customer-focused information or support.
• Excellent verbal and written communication skills.
• Ability to communicate sensitively and appropriately with a wide range of customers.
• Ability to remain calm and work effectively under pressure.
• Good IT skills and confidence using computer systems, programmes and applications.
• Ability to work effectively as part of a team.
• A caring, patient and customer-focused approach.
• Ability to take ownership of tasks and meet required standards and deadlines.
• Willingness to adapt to changing priorities and new challenges.
• Ability to work unsocial hours, including evenings, weekends and bank holidays.
• Basic DBS clearance is required.

Desirable

• Ability to speak Welsh.
• Ability to speak other community languages.
• Previous experience within a telecare, careline, control room, emergency contact centre or similar 24/7 environment.
• Experience supporting vulnerable or elderly customers.
• Experience dealing with emergency or safeguarding situations.

Key Skills

Customer Service | Telecare | Call Handling | Emergency Calls | Welfare Calls | Vulnerable Adults | Careline | Contact Centre | Communication | Safeguarding | Control Room | Emergency Services | Out-of-Hours Services | IT Systems | Problem Solving