Control Centre Operator (Grade 4) - Telecare
Cardiff Council
Role
Who You Are
You are a dedicated and empathetic individual with a passion for helping others, particularly vulnerable and elderly individuals. You possess strong communication skills, allowing you to effectively convey information and provide support. You are adaptable, willing to work various shifts, and comfortable using technology to enhance service delivery. Your education includes at least five GCSEs, including Mathematics and English, and you demonstrate a commitment to continuous improvement in customer service.
What the Job Involves
As a Contact Centre Operator in the Telecare division, your role involves receiving and responding to a range of calls, including emergency and priority calls from vulnerable or elderly customers. You will be delivering services that involve making outbound and receiving inbound welfare calls, dealing sensitively with emergency situations, and collaborating with other colleagues and agencies to ensure customer satisfaction. The role requires working within a 24/7 shift pattern, including weekends and public holidays. Additionally, you will adhere to guidelines for calls received out of hours and actively support the Council's initiatives in safeguarding and reducing carbon emissions.
Skills
- Strong communication skills
- Proficient in IT systems and technology
- Problem-solving under pressure
- Collaborative team player
- Customer-focused service delivery
- Flexibility with working hours
- Ability to speak multiple languages, particularly Welsh, is advantageous