Overview
We're seeking a calm, confident, and compassionate individual to join our Lifeline and Emergency Planning Control Room team. As a Grade 3 Lifeline Control Room Operator, you'll be the reassuring voice on the other end of the line - supporting vulnerable residents, coordinating emergency responses, and ensuring vital services run smoothly.
Responsibilities
* Operate the Lifeline Control Room on a rota basis
* Respond to calls via landline, PNC, fax, and other networks
* Maintain confidential Lifeline records and programme Telecare equipment
* Provide guidance to service users, next of kin, and scheme managers
* Monitor alarm systems and action out-of-hours maintenance queries
* Uphold Health & Safety standards and follow written procedures
* Support safeguarding responsibilities in line with MTCBC policies
This is a key frontline role requiring emotional intelligence, quick decision-making, and the ability to work independently across a flexible shift rota.
Requirements / Qualifications
* Completion of 10-hour online Welsh Language course
* 3 GCSEs (A–E) or equivalent experience
* Experience using telephone systems and IT platforms
* Ability to work alone and adapt to changing shift patterns
* DBS check required
* Desirable: Welsh Language Level 2-5
* Knowledge of Housing Repairs System and Community Alarm Service
* Understanding of the Data Protection Act
* Personal Attributes: Calm, reassuring communicator; Attentive listener and accurate record-keeper; Team player with initiative and resilience; Flexible and dependable under pressure
Shift Information
* Shift work includes mornings, afternoons, and nights
* Short-notice rota changes may occur to cover sickness/leave
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