Careline Services Operator, Careline

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

Careline Services Operator

Permanent

Grade B - £28,598 - £34,434

Consultation grade - subject to formal evaluation under the Equal Pay Programme

Working 36.5 hours per week

About the role

We’re looking for a calm, responsive and customer-focused Careline Services Operator to join Birmingham City Council’s Careline Service and support the delivery of a 24-hour emergency response service.

You’ll operate a range of telephone, radio, voice bank and computerised systems within the Operations Centre, responding to calls and assessing the level of urgency to ensure the appropriate response is provided. You’ll communicate sensitively with callers, often in challenging or emergency situations, and ensure accurate information is passed to the relevant service or contractor.

This is a varied role where you’ll work closely with members of the public, Council colleagues, contractors and emergency services. You’ll also maintain accurate records, follow established emergency procedures and contribute to the effective operation and development of the Careline and Out of Hours Emergency Services.

What you’ll be doing

• 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.

What we’re looking for

• Experience of providing a responsive customer service, ideally within a Careline, emergency, contact centre, housing or other 24-hour service environment.
• 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.

Birmingham City Council is an accredited Disability Confident Leader employer, andwe arecommitted to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

For any informal enquires please contact:[e-mail]

A Disclosure and Barring Service (DBS) check will be undertaken.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.