24/7 Careline Emergency Operator

Wollborg Michelson Personnel Service Inc; West Midlands; On-site; GBP 29,000 - 34,000; Full time

Job summary

Birmingham City Council is hiring a Careline Services Operator to support a 24‑hour emergency response service. The role involves operating telephone, radio, and computerised systems within the Careline Operations Centre, evaluating urgency and coordinating with emergency services and contractors.

The successful candidate will maintain accurate records, follow the City Disaster Plan, and work in a 24‑hour rotating shift service, including holidays.

Qualifications

• Experience in a Careline, emergency, contact centre or 24-hour service environment.
• Excellent verbal communication and ability to obtain key information.
• Ability to stay calm and make decisions under pressure.

Responsibilities

• Operate Careline Operations Centre systems (telephone, radio, voice bank, computerised) to provide a responsive emergency service.
• Interact with callers sensitively, gather accurate information, assess urgency, and determine appropriate response.
• Communicate information to contractors, emergency services and organisations for timely repairs and responses.
• Maintain accurate records of calls and actions using computerised and manual records.
• Follow procedures including the City Disaster Plan and emergency response arrangements.
• Liaise with Council officers, contractors and partners regarding emergency calls and assist with administration of Careline and Out of Hours service.
• Engage with new technology and initiatives to develop the service and maintain system knowledge.

Skills

Customer service

Verbal communication

Calm under pressure

IT skills

Teamwork

Shift flexibility

Job description

Birmingham City Council is hiring a Careline Services Operator to support a 24‑hour emergency response service. The role involves operating telephone, radio, and computerised systems within the Careline Operations Centre, evaluating urgency and coordinating with emergency services and contractors.

The successful candidate will maintain accurate records, follow the City Disaster Plan, and work in a 24‑hour rotating shift service, including holidays.