Job Description
3 Month Contract With A Local Authority
Job Purpose
The Control Centre Operator will:
Receive and respond to a range of calls, including emergency and priority calls from vulnerable or elderly customers.
Manage and co-ordinate support services for both council employees and customers.
Ensure efficient, safe, and high-quality customer service in all interactions.
Duties and Responsibilities
Deliver services across multiple channels, including making outbound and receiving inbound welfare calls to vulnerable or elderly customers.
Understand, support, and advise a wide range of customers making enquiries regarding Council services.
Work collaboratively with colleagues across the Control Centre and other service areas to ensure high levels of call resolution and customer satisfaction.
Handle sensitive and emergency situations effectively, liaising with customers, care agencies, and emergency services.
Adhere to guidelines and protocols for emergency or priority calls.
Use current and emerging technology to enhance customer contact services.
Contribute to continuous improvement within the team and respond positively to change.
Requirements
GCSEs grade C or above (5 subjects, including Mathematics and English).
Ability to understand, speak, and write Welsh is desirable.
Proven ability to work under pressure with confidence and initiative.
Commitment to delivering quality customer service at all times.
Experience in delivering customer-focused information is desirable.
Excellent verbal and written communication skills, adaptable to individual customer needs.
Proficiency in IT systems, software, and emerging technology relevant to contact centres.
Strong teamwork skills and willingness to support colleagues.
Ability to prioritize tasks, meet deadlines, and work independently when required.
Positive attitude towards change and new challenges.
Caring, empathetic attitude with a genuine desire to help vulnerable or elderly customers.
Calm and professional approach in sensitive or emergency situations.
Ability to work unsocial hours, including evenings, weekends, and bank holidays.
Willingness to work rotating shifts on a 24/7 service basis.
The role is subject to a Standard DBS check.
Commitment to equality, diversity, and inclusion in all aspects of work.
Awareness of, and compliance with, safeguarding procedures for children and adults at risk.
Take responsibility for personal health and safety and that of others.
Willingness to work from various locations as required.
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