Control Centre Operative

Brackenberry Limited; Cardiff; On-site; GBP 19,000 - 23,000; Full time

Job summary

Brackenberry Limited in Cardiff, United Kingdom, Wales, seeks a Control Centre Operator to provide a 24/7 telecare and contact centre service for vulnerable customers. You will handle inbound and outbound calls, delivering reassurance and coordinating appropriate responses to emergencies and routine enquiries.

The role emphasizes safeguarding and requires completing safeguarding training. You will work within a dedicated team to ensure timely support and escalation where needed.

Responsibilities

• Receive and respond promptly to emergency, priority and routine calls from vulnerable and elderly customers.
• Assess the nature and urgency of calls and take appropriate action in accordance with established procedures.
• Follow safeguarding policies and report concerns relating to children or adults at risk.
• Complete safeguarding training appropriate to the role.

Job description

The Control Centre Operator will provide a responsive, customer-focused 24/7 telecare and contact centre service to vulnerable, elderly and other customers who may require support, reassurance or emergency assistance. The postholder will receive and respond to inbound calls, make outbound welfare calls and coordinate appropriate responses to emergency, priority and routine enquiries.

Responsibilities

• Receive and respond promptly to emergency, priority and routine calls from vulnerable and elderly customers.
• Assess the nature and urgency of calls and take appropriate action in accordance with established procedures.
• Follow the Council's safeguarding policies and procedures and report concerns relating to children or adults at risk.
• Complete safeguarding training appropriate to the role.