Neway International are seeking a Lifeline and Out of Hours Operator to join our client based with Rhondda Cynon Taf County Borough Council.
Location: Ty Elai
Hours: 37 hours per week
Start Date: 01/03/2026
Working Pattern: 24/7 shift pattern including weekends and bank holidays
About The Client
Rhondda Cynon Taf County Borough Council is committed to delivering responsive, person‑centred services that support residents' safety, wellbeing, and independence. Their Lifeline and Telecare services play a vital role in providing reassurance, emergency response, and proactive wellbeing support across the community.
The Role
The Lifeline and Out of Hours Operator will provide essential frontline support to vulnerable individuals and respond to Council emergencies outside normal working hours. You will handle incoming calls, deliver reassurance, coordinate responders, and work collaboratively with social care teams to ensure a proactive, preventative approach to wellbeing and safety.
Key Responsibilities
Respond to Lifeline clients and Out of Hours emergencies, providing reassurance and escalating to responders as required.
Make proactive wellbeing calls to support individuals and contribute to preventative care objectives.
Work closely with social care assessment and installation teams to promote and deliver Lifeline and Telecare services.
Follow agreed processes and procedures when responding to Council Out of Hours emergencies.
Work within a 24/365 shift pattern, including weekends and bank holidays, ensuring resilient service delivery.
Candidate Requirements
Experience in a customer‑focused or call handling environment.
Ability to remain calm, empathetic, and professional when dealing with vulnerable individuals or emergency situations.
Strong communication skills and the ability to follow procedures accurately.
Confidence using IT systems and recording information clearly.
Flexibility to work a 24‑hour shift pattern across the full rota.
Enhanced reliability and commitment to supporting essential frontline services.