24/7 Emergency Careline Operator

Birmingham City Council; West Midlands; On-site; GBP 29,000 - 34,000; Full time

Job summary

Birmingham City Council is recruiting a Careline Services Operator to support its 24-hour emergency response service. The role involves operating telephone, radio and computerised systems, assessing urgency and coordinating appropriate responses with contractors and emergency services.

You will maintain accurate records, follow established procedures, and work within a rotating shift pattern including holidays, contributing to safe and effective service delivery.

Qualifications

• Experience in responsive customer service, ideally within a Careline or 24-hour service environment.
• Excellent verbal communication and the ability to handle difficult or distressing situations.
• Ability to work a 24-hour rotating shift including public holidays.

Responsibilities

• Operate Careline Operations Centre systems to provide an effective emergency service.
• Respond to calls with sensitivity, gathering accurate information to assess urgency.
• Communicate information to contractors, emergency services and partners.
• Maintain records of calls and actions using recording systems.
• Follow procedures including the City Disaster Plan and emergency response arrangements.
• Liaise with Council officers, contractors and partners regarding emergencies.
• Contribute to development of Careline and Out of Hours services.

Skills

Customer service

Communication skills

Calm under pressure

Problem solving

IT skills

Job description

Birmingham City Council is recruiting a Careline Services Operator to support its 24-hour emergency response service. The role involves operating telephone, radio and computerised systems, assessing urgency and coordinating appropriate responses with contractors and emergency services.

You will maintain accurate records, follow established procedures, and work within a rotating shift pattern including holidays, contributing to safe and effective service delivery.