Careline Operator

North Hertfordshire District Council; Letchworth; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Hybrid working

Job summary

North Hertfordshire District Council is seeking a Careline Operator to handle emergency and non-emergency calls from vulnerable residents. The role requires empathetic, calm communication and accurate data entry, with a rota that includes nights and weekends.

The successful candidate will work within a hybrid setup, with training and continuing learning, while living or working in the local area. DBS background checks are required.

Qualifications

• You will be a great communicator and able to stay calm and reassuring in situations which could be stressful or emotional.
• You will be a good listener, and confident to be able to make decisions based on procedures.
• You should be able to accurately work with information, including inputting and record creation as well as making useful and accurate notes.

Responsibilities

• Handle emergency and non-emergency calls from vulnerable people via Careline.
• Input data and create records with accuracy.
• Provide empathetic, respectful and supportive call handling.
• Be willing to work on phones and adapt to shift patterns including nights/weekends.

Skills

Communication

Active listening

Decision making

Data entry

Phone skills

Willingness to learn

Flexibility

Job description

Salary: £27,791 - £31,104 (pro rata for part time) dependent on experience plus night and weekend enhancements

The Careline Operator’s principal task is to handle emergency and non-emergency calls from a diverse range of vulnerable people to include those that have a disability, mental health condition, memory issues or challenging behaviours. These customers can be linked to the Careline via an alarm system, motion sensors or through GPS devices which can be activated when they feel they require help, be it medical reasons or reassurance . All routine and emergency calls must be dealt with showing a good level of empathy and patience, along with being respectful, compassionate and sympathetic bringing calls to a satisfactory conclusion as quickly and effectively as possible .

The Experience you will bring

• You will be a great communicator and able to stay calm and reassuring in situations which could be stressful or emotional and want to provide support to a range of individuals including those very vulnerable .
• You will be a good listener, and confident to be able to make decisions based on procedures.
• You should be able to accurately work with information, including inputting and record creation as well as making useful and accurate notes.
• You should be confident working on phones
• You need to be willing to be continuously learning about the services we offer and keeping up to date with emails and procedural changes.
• Have a flexible attitude to shifts- including possible night/evening and weekend working

Please note, the successful applicant for the above post will be background checked with the Disclosure and Barring Service.

North Hertfordshire is a large rural district with approximately 125,000 residents with four historic towns, Hitchin, Baldock, Royston and Letchworth Garden City. The Council have four priorities: Thriving Communities, Accessible Services, Responsible Growth and Sustainability. The Council Plan sets out our key priorities and themes for the next five years. The North Herts Values define how we as colleagues work with each other, and we strive to be: Adaptable, Inclusive, Learning, Listening, Together .

We are committed to promoting equality, diversity, and inclusion in our recruitment practices and in our employment policies . We want our employees to feel safe to express themselves and we encourage applicants from diverse backgrounds with a wide range of talents . We are dedicated to promoting a healthy work/life balance, valuing our employees, and enabling them to make a difference to the local community.

At North Herts Council we are proud to be a Disability Confident employer and we guarantee an interview to anyone disclosing a disability whose application meets the minimum requirements for the job .

Please note that all our vacancies require you to live and work in the UK, and selection interviews are face to face in our Letchworth offices or other nearby council sites.

We are changing

North Herts Council (NHC) is undergoing Local Government Reorganisation (LGR). If you are employed by NHC on 1 April 2028, it is expected that the majority of roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes in local government we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better.

If you would like an informal chat about the post, you can contact Catherine Woolnough, Careline Operations Manager on [e-mail] to set up a call.

Hybrid working: Flexibility with homeworking and office-based days once full training completed

Working pattern: 7 week rota (attached) including evenings, nights and weekends

Face to face interviews will be held on 8 and 9 October 2026

Please note that we are currently unable to provide sponsorship for employment in the UK.

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Salary

£27,791 - £31,104 (pro rata for part time) dependent on experience plus night and weekend enhancements