Telecare Control Centre Operator – 24/7 Cardiff

Zohorecruit; Cardiff; On-site; GBP 23,000 - 27,000; Full time

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

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