3 Month Contract With A Local Authority

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.