24/7 Emergency Careline Operator

Birmingham City Council; Birmingham; Presencial; GBP 21 000 - 27 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Generous annual leave

Great pension scheme

Well-being support

Annual travel passes

Discounts at city centre venues

Resumo da oferta

Birmingham City Council invites applications for a Careline Services Operator to support a 24-hour emergency response service. You will handle a range of telephone, radio, voice bank and computerised systems in the Operations Centre, assessing urgency and coordinating the appropriate response for callers in challenging or emergency situations.

The role requires clear communication, accurate record-keeping, and collaboration with emergency services, contractors and council colleagues.

Responsabilidades

• 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 the nature and urgency of situations and determine the appropriate response.
• Communicate relevant information to contractors, emergency services and other appropriate organisations, ensuring genuine emergency repairs and responses are dealt with effectively.
• Maintain accurate and comprehensive records of calls, customer information and actions taken, using computerised and manual recording systems.
• Follow established procedures, including the City Disaster Plan and other emergency response arrangements, and take appropriate action when required.
• Liaise effectively with Council officers, elected Members, contractors and other partners regarding emergency calls, and assist with the wider administration of the Careline and Out of Hours Emergency Service.
• Work positively with new technology and departmental initiatives, contributing to the continued development of the service and maintaining effective working knowledge of Operations Centre systems.
• Excellent verbal communication skills, with the ability to sensitively question callers, establish key information and communicate clearly in potentially difficult or distressing situations.
• The ability to remain calm and make effective decisions under pressure, particularly when assessing whether a situation constitutes a genuine emergency.
• Strong listening, questioning and problem-solving skills, with the ability to quickly establish the facts and determine the appropriate course of action.
• Good IT skills and the ability to confidently operate a range of computerised, telephone, radio and other operational systems while maintaining accurate records.
• A reliable and flexible approach to working, with the ability to work effectively as part of a 24-hour, rotating shift service, including public and statutory holidays.
• A strong commitment to providing a professional and supportive service to customers, with the ability to work collaboratively with Council colleagues, contractors, emergency services and other statutory and voluntary organisations.

Descrição da oferta de emprego

Birmingham City Council invites applications for a Careline Services Operator to support a 24-hour emergency response service. You will handle a range of telephone, radio, voice bank and computerised systems in the Operations Centre, assessing urgency and coordinating the appropriate response for callers in challenging or emergency situations.

The role requires clear communication, accurate record-keeping, and collaboration with emergency services, contractors and council colleagues.