Lifeline and Out of Hours Operator

Career Choices Dewis Gyrfa Ltd; Wales; On-site; GBP 10,000 - 40,000; Full time

Job summary

A recruiting agency in the United Kingdom is seeking a proactive individual for administering emergency calls and supporting social care services. The ideal candidate must possess strong customer service skills, be proficient in IT applications, and work effectively under pressure. Join this role to contribute to the community's well-being while ensuring the safety of vulnerable individuals.

Qualifications

• Firm commitment to continuous professional development.
• High level of accuracy and attention to detail.
• Understanding of data protection.
• Ability to work independently and take initiative.

Responsibilities

• Receive calls from dispersed alarms and prioritize risk.
• Support the well-being of individuals through proactive calls.
• Handle emergency calls for social care services.
• Maintain telecare units and update databases.
• Act as a representative for the Council during emergencies.

Skills

Customer service

IT applications (Microsoft suite)

Communication

Attention to detail

Resilience under pressure

Job description

Job Category: Admin & Clerical
Location: Ty Elai, Rhondda Cynon Taf County Borough Council
Hours Per Week: 24.00
Start Date: Immediate Start
Start Time: 00:00
End Time: 23:00
Salary: £14.13
DBS Required for this role

To ensure that all aspects of the service are carried out in accordance with current legislation, regulations, recognised best practice and to achieve specified performance targets.

Responsibilities

1. To receive calls from dispersed alarms, which would include additional peripheral alarm devices, sheltered housing schemes and out of hours calls. To handle multiple calls, prioritising based on risk factors and determining appropriate course of action in line with agreed process maps and scripting.
2. To undertake pro‑active calls to support regular well being of individuals to meet the overall objective for a proactive preventative approach.
3. To provide support to Social Care services within the daytime Contact Centre, and wider Contact Centre functions when the Contact Centre is closed and emergencies arise.
4. To monitor and maintain telecare units for customers within Rhondda Cynon Taf. To update, amend and enter client and equipment details on the appropriate databases and pass to the relevant back office function.
5. To receive emergency calls and act as representatives for other Divisions within the Council during out of office hours, which would include the use of any relevant databases.
6. To receive emergency calls (both community alarm and emergency repair) for Registered Social Landlords and deal with calls as per the procedures detailed in the relevant tier document.

Qualifications

• Firm commitment to continuous professional development.
• An understanding of e‑services and web development within the Council.
• Dealing with customers.
• Use of a range of IT applications (including Microsoft suite).
• Interacting with colleagues.
• Knows the role of other teams and individuals and uses this to help resolve Service Users’ issues.
• Supports other team members when required, particularly new team members.
• Passes on accurate information to other service areas.
• Listens to others and actively checks their understanding.
• Focuses on resolving customer queries quickly.
• Anticipates what else a customer might need, and provides them without being asked.
• Knows what issues they can resolve themselves and when to refer upwards.
• Has a high level of accuracy and pays attention to details.
• Understands data protection and doesn’t disclose private information inappropriately.
• Is always punctual and ready to start work on time.
• Takes initiative and can work without close supervision.
• Prioritises tasks according to importance for the Council.
• Always demonstrates that they take pride in representing the Council.
• Is resilient and works effectively under pressure.