24/7 Careline Operator – Emergency Response Centre

Birmingham City Council; Birmingham; Sur place; GBP 29 000 - 34 000; Plein temps

Résumé du poste

Birmingham City Council is recruiting a Calm, responsive Careline Services Operator to join its 24-hour emergency response team in the Operations Centre, handling calls, radios and computerised systems to assess urgency and trigger the correct response.

You will communicate sensitively with callers, maintain records, follow emergency procedures and contribute to ongoing service development while working a 24-hour rotating shift.

Qualifications

• Experience providing a responsive customer service, ideally within a Careline, emergency, contact centre, housing or other 24-hour service environment.
• Excellent verbal communication skills, ability to sensitively question callers and communicate clearly in distressing situations.
• Ability to remain calm and make decisions under pressure, especially in genuine emergencies.
• Strong listening, questioning and problem-solving skills to establish facts and determine actions.
• Good IT skills to operate computerised and manual recording systems.
• Reliable and flexible with 24-hour rotating shift work including holidays.
• Commitment to professional and supportive service with colleagues, contractors and emergency services.

Responsabilités

• Operate telephone, radio, voice bank and computerised systems within the Careline Operations Centre to provide an effective and responsive emergency service.
• Respond sensitively and professionally to callers, gathering accurate information to assess urgency and determine the appropriate response.
• Communicate information to contractors, emergency services and others to ensure timely repairs and responses.
• Maintain accurate and comprehensive records of calls, customer information and actions taken.
• Follow established procedures including the City Disaster Plan and emergency response arrangements.
• Liaise with Council officers, contractors and partners regarding emergency calls and assist with wider administration of Careline and Out of Hours service.

Connaissances

Customer service

Emergency response

Communication

Record keeping

Decision making

IT literacy

Teamwork

Outils

Computerised systems

Telephone systems

Description du poste

Birmingham City Council is recruiting a Calm, responsive Careline Services Operator to join its 24-hour emergency response team in the Operations Centre, handling calls, radios and computerised systems to assess urgency and trigger the correct response.

You will communicate sensitively with callers, maintain records, follow emergency procedures and contribute to ongoing service development while working a 24-hour rotating shift.