Control Centre Operator

Zohorecruit

Cardiff

On-site

GBP 23,000 - 27,000

Full time

14 days+

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Benefits offered by this job

Night/Weekend pay premium

On-site interview

Job summary

Civic Recruitment Limited is recruiting a Control Centre Operator (Telecare) to join Cardiff Council's 24/7 Telecare Control Centre. You will handle inbound and outbound welfare calls for vulnerable and elderly residents, respond to emergencies, provide advice, and coordinate support services.

Location is County Hall, Atlantic Wharf, Cardiff. The role requires experience in contact centres, caring for vulnerable customers, excellent communication, and the ability to work under pressure across

Qualifications

Experience in high-pressured telephone environments.
Experience handling enquiries from vulnerable customers.
Excellent customer service skills.
Ability to work as part of a team.
Strong IT and data entry skills.
Knowledge of telecare systems and databases.
Ability to assess situations and take appropriate actions.

Responsibilities

Receive and respond to emergency and priority telecare calls.
Make outbound welfare calls to vulnerable and elderly customers.
Provide advice, information, and support regarding council services.
Assess situations and determine appropriate actions.
Handle sensitive and emergency situations calmly and effectively.
Contact emergency services, carers, family members, and partner agencies when required.
Record and update customer information accurately on IT systems.
Work closely with colleagues to achieve high levels of customer satisfaction.
Respond to out-of-hours enquiries relating to council services.
Follow established procedures and service level agreements.
Use telecare systems, call handling software, and council databases.
Identify safeguarding concerns and elevate appropriately.
Support continuous improvement within the service.
Maintain confidentiality and comply with data protection requirements.

Skills

Contact Centre

Call Centre

Telecare

Emergency Response

Customer Service

Sensitive Situations

Strong Communication

IT & Data Entry

Team Player

Under Pressure

Education

GCSE English & Maths

Good General Education

Right to Work in UK

Basic DBS Check

Community Language Skills

Telecare or Careline Experience

Social Care/Adult Services Experience

Job description

Cardiff, United Kingdom | Posted on 02/10/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre‑screened candidates, Civic Recruitment Limited is well‑positioned to cater to the specific needs of both public and private sectors.

Job Description

3 Months Contract with a Local Authority

Job Purpose

As a Control Centre Operator (Telecare), you will work within Cardiff Council's 24/7 Telecare Control Centre, handling inbound and outbound welfare calls for vulnerable and elderly residents. You will respond to emergency and priority calls, provide advice and reassurance, coordinate support services, and liaise with emergency services, care providers, and council teams to ensure customer safety and wellbeing.

Key Duties/Accountabilities

Receive and respond to emergency and priority telecare calls.
Make outbound welfare calls to vulnerable and elderly customers.
Provide advice, information, and support regarding council services.
Assess situations and determine appropriate actions.
Handle sensitive and emergency situations calmly and effectively.
Contact emergency services, carers, family members, and partner agencies when required.
Record and update customer information accurately on IT systems.
Work closely with colleagues to achieve high levels of customer satisfaction.
Respond to out-of-hours enquiries relating to council services.
Follow established procedures and service level agreements.
Use telecare systems, call handling software, and council databases.
Identify safeguarding concerns and elevate appropriately.
Support continuous improvement within the service.
Maintain confidentiality and comply with data protection requirements.

Essential Experience Required

Previous Contact Centre, Call Centre, Customer Service, Telecare, Careline, Alarm Monitoring, or Emergency Response experience.
Experience handling telephone enquiries in a fast‑paced environment.
Experience dealing with vulnerable customers.
Experience providing excellent customer service.
Experience managing sensitive or difficult situations.
Strong communication and listening skills.
Good IT and data entry skills.
Ability to work under pressure and make decisions quickly.
Ability to work effectively as part of a team.