Control Room Operator

Talent Dice Ltd; Wales; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A local emergency services provider in Wales is looking for a Control Room Operator to manage Lifeline emergency calls on a flexible rota basis. The ideal candidate will have strong communication skills and experience engaging with customers via telephone. Knowledge of data protection and IT systems is vital. The role may require night and weekend shifts, and proficiency in Welsh is a plus.

Qualifications

• Proven experience in using telephone systems for customer engagement.
• Understanding of the Data Protection Act requirements.
• Familiarity with control room operations is advantageous.

Responsibilities

• Staff the Lifeline and Emergency Planning Control Room.
• Receive and action all Lifeline calls as per the code of practice.
• Provide assistance to service users and their contacts.

Skills

Customer engagement via telephone systems

Knowledge of Data Protection Act

Experience working with IT systems

Welsh language skills

Job description

Overview

Job Purpose: To staff the Lifeline and Emergency Planning Control Room on a rota basis. Must have the ability to work alone and operate within a flexible shift pattern (this will include Nights/Weekends/Bank Holidays). To receive calls via all communication networks, e.g. landlines, PNC, fax and to ensure that each call is adequately and properly dealt with. Ability to speak Welsh is desirable. Post is subject to DBS check.

Main Tasks performed

• Maintain the confidential Lifeline records system.
• To programme/maintain Lifeline & Telecare equipment.
• To receive and action all Lifeline calls according to the Control Rooms Code of Practice.
• To be the on-duty operator in the Control Room on a rota basis.
• Provide guidance and assistance to: Service Users; Next of Kin; Scheme Managers and/or nominated contacts to establish the relevant information required regarding how best to respond to calls received.
• Monitor and respond to alarm systems, which may be added to the system at a future date.
• Record and action all out of hours maintenance calls and queries received on behalf of MTCBC and other contracted Associations.
• Any other duties as directed by the Corporate Support Manager or a senior nominated officer, which may be deemed legal and reasonable at the time of instruction.
• Any other duties deemed reasonable and commensurate with the post.

Technical skills required

• Must be able to demonstrate relevant experience of using telephone systems to engage with customers.
• Some knowledge of the Housing Repairs System is desirable, but not essential.
• Using the Community Alarm Service.

Amount of experience required

• Knowledge and understanding of the Data Protection Act.
• Experience of working with IT systems.
• Control Room Operator