24/7 Telecare Support Specialist

Carrington Blake Recruitment; Cardiff; On-site; GBP 24,000 - 32,000; Full time

Job summary

Cardiff Council is seeking a dedicated Contact Centre Operator (Telecare) to join a 24/7 service.focused on handling emergency and welfare calls for vulnerable residents. You will provide information, support, and timely escalation to appropriate services while working within a safeguarding-conscious team.

The role requires empathy, resilience, and strong communication. A 24/7 roster, including evenings and weekends, is expected.

Qualifications

• GCSEs including English and Mathematics.
• Experience providing customer-focused information or support.
• Excellent verbal and written communication skills.
• Ability to communicate sensitively with a wide range of customers.
• Ability to remain calm and work effectively under pressure.
• Good IT skills and confidence using computer systems.
• Ability to work effectively as part of a team.
• Willingness to adapt to changing priorities and new challenges.
• Basic DBS clearance is required.

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.

Skills

Customer Service

Education

GCSEs including English and Mathematics

Job description

Cardiff Council is seeking a dedicated Contact Centre Operator (Telecare) to join a 24/7 service.focused on handling emergency and welfare calls for vulnerable residents. You will provide information, support, and timely escalation to appropriate services while working within a safeguarding-conscious team.

The role requires empathy, resilience, and strong communication. A 24/7 roster, including evenings and weekends, is expected.