Control Centre Operator — Emergency & Community Liaison

One World Recruitment Ltd; Wales; Hybrid; GBP 12,000 - 18,000; Full time

Job summary

One World Recruitment Ltd is assisting a council with recruiting for a contact centre role focused on handling emergency and priority calls from vulnerable and elderly customers, ensuring timely response.

You will listen patiently, empathise with the customer's situation and convey a genuine desire to help and support, while communicating clearly to customers and colleagues and providing accurate, meaningful advice on next steps.

Responsibilities

• Receive and respond to issues reported to the contact centre including emergency and priority calls from vulnerable and elderly customers
• Listen patiently, to empathise with the customer's situation and convey a genuine desire to help and support
• Communicate clearly, concisely and appropriately to a wide range of customer and colleagues
• Provide accurate, meaningful and consistent advice to customers, ensuring that they understand the action which will be taken
• Liaise with officers from a range of council and partner agencies including out of hours highways, noise pollution and emergency services
• Adhere to set guidelines for calls received out of hours for key stakeholders dealing with repairs and schemes
• Work with current and emerging technology to enhance customer contact services
• Work as part of the wider team ensuring continuous improvement responding to change in a positive manner
• Although you will be provided with a base, you may be required to work from various locations in accordance with the needs of the role

Job description

One World Recruitment Ltd is assisting a council with recruiting for a contact centre role focused on handling emergency and priority calls from vulnerable and elderly customers, ensuring timely response.

You will listen patiently, empathise with the customer's situation and convey a genuine desire to help and support, while communicating clearly to customers and colleagues and providing accurate, meaningful advice on next steps.