Job Title: Contact Centre Operator (Day and Out of Hours)
Location: Rawtenstall (with Agile Working)
Reports to: Contact Centre Operator
Contract Type: Temporary ongoing roles available
Salary: £12.27 - £12.67 per hour (shift depending) + double time on Bank Holidays
Various hours available:
* All 4 on 4 off
* 08:00-19:30, 07:00-18:30, 17:00-00:00, 12:30-00:00, 12:30-00:00, 12:30-20:30
* Flexibility required for Bank Holidays (paid at double time)
About the Role
The Best Connection are seeking compassionate and professional Contact Centre Operators to join a busy and supportive team in Rawtenstall. As the first point of contact for our clients and service users, you will handle a range of incoming alarms, emergency alerts, and telephone calls-ensuring that every interaction is dealt with efficiently, accurately, and with care.
This role involves both Technology Enabled Care (TEC) and Out-of-Hours (OOH) call handling services, triaging calls, coordinating with emergency services and on-call technicians, and ensuring that customers receive a prompt, empathetic, and high-quality service at all times.
You'll be part of a vital team supporting vulnerable people and ensuring they can live safely and independently.
Key Responsibilities
* Handle inbound calls including emergency, TEC, and OOH repair requests.
* Gather and record accurate information, triage calls, and escalate to emergency services where appropriate.
* Coordinate with field teams, technicians, and on-call staff to ensure timely responses.
* Deliver excellent customer service in every interaction, showing empathy and professionalism.
* Maintain compliance with TSA (Technology Enabled Care Services Association) Quality Standards and KPI targets.
* Escalate concerns, safeguarding issues, and complaints appropriately.
* Work collaboratively with colleagues and management to maintain a high-performing, supportive team environment.
* Maintain good attendance, follow agreed processes, and ensure high service standards are met.
* Contribute to ongoing improvements and professional standards within the Contact Centre.
Health and Safety Responsibilities
All employees are required to:
* Take care of their own safety and that of others.
* Report any health concerns, hazards, or defects immediately.
* Comply with health and safety procedures at all times.
* Participate in relevant training to ensure safe and competent working practices.
Key Working Relationships
External: Service users, families, carers, emergency services, and partner agencies.
Internal: Colleagues, team leaders, managers, and directors across the company.
What We're Looking For
Essential:
* GCSEs (or equivalent) in English and Maths (minimum Grade C).
* Previous experience in a customer service or contact centre environment.
* Excellent verbal communication and interpersonal skills.
* Empathy, patience, and the ability to remain calm under pressure.
* IT literate and able to manage multiple systems simultaneously.
* Well-organised with the ability to prioritise and work independently.
* Smart, professional appearance and a polite manner.
* Full UK driving licence.
* Flexibility to work shifts and Bank Holidays as required.
Desirable:
* Minimum of 1 year's experience in Public, Healthcare, TEC, or other service-based industries.
What We Offer
* £12.67 per hour + double time on Bank Holidays.
* 29 days annual leave (including Bank Holidays), increasing to 33 days after 4 years.
* Ongoing training, support, and career development opportunities.
* Friendly, professional team environment.
* Opportunity to make a real difference to people's lives.
* Temp-to-perm opportunities available for the right candidates.
Additional Information
* DBS Check: This role requires an Enhanced DBS check (renewed every 2 years).
* Training & Development: Annual Personal Development Review and access to training programmes.
* Equal Opportunities: We are proud to be an Equal Opportunities Employer and value diversity in our workforce.
* Information Governance: All employees must adhere to GDPR and company data protection policies.
✅ Ready to Make a Difference?
Join our dedicated Contact Centre team in Rawtenstall and be the reassuring voice that makes an impact when it matters most.
Apply today to start your journey with us.