Control Centre Operator G4 - Telecare - Social Care Non-Qualified

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

Job Specific Requirements

• To receive and respond to issues reported to the contact centre including emergency and priority calls from vulnerable and elderly customers

• To 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
• To provide accurate, meaningful and consistent advice to customers, ensuring that they understand the action which will be taken

• To 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

Corporate Requirements

• To participate actively in supporting the principles and practice of equality of opportunity as stated in the Council's Equal Opportunities Policy.

• To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and to comply with all health and safety legislation as appropriate.

• To, as a statutory duty, adhere to the Council's Corporate Safeguarding Policy and associated policies and procedures and to report concerns regarding the safety and wellbeing of children or adults at risk. To support you in this, you are required to access safeguarding training at the level which is relevant to this post.

• To actively support the Council to reduce its carbon emissions and deliver climate resilient services and places.

• As a term of your employment, you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation.

• Although you will be provided with a base, you will be required to work from various locations in accordance with the needs of the role.