Summary:
The role involves responding to Lifeline clients and managing Council Out of Hours emergencies, ensuring reassurance and appropriate referrals. The position requires proactive engagement to support individual well-being and collaboration with social care teams to promote Lifeline and Telecare services. The role demands a 24/7 shift pattern, including weekends and holidays, to maintain continuous service operations.
Responsibilities:
* Respond to Lifeline clients and Council Out of Hours emergencies, providing reassurance and making necessary referrals.
* Conduct proactive calls to support individual well-being and promote a preventative approach.
* Collaborate with social care assessment and installation teams to enhance Lifeline and Telecare services.
* Handle calls from dispersed alarms, prioritising based on risk and following agreed procedures.
* Support Social Care services during daytime and manage emergencies when the Contact Centre is closed.
* Monitor and maintain telecare units, updating client and equipment details in databases.
* Act as a representative for other Council divisions during out-of-office hours.
* Manage emergency calls for Registered Social Landlords following established procedures.
* Monitor lone workers and respond appropriately in emergencies.
* Handle misdirected calls, ensuring details are passed to the relevant service areas.
* Assist with the maintenance and testing of service equipment.
* Monitor the Piper Network Computer for faults and report them to relevant parties.
* Perform general office administration, ensuring accurate recording and handover of information.
* Monitor severe weather warnings and inform key officers as required.
* Follow emergency procedures to ensure service continuity and minimize customer risk.
* Adhere to allocated shift patterns and Health & Safety protocols.
* Be flexible with shift changes and work cooperatively to meet service priorities.
* Undertake additional duties as required by the Service Director or as development opportunities arise.
* Protect children and vulnerable adults by reporting any concerns to a line manager.
Requirements
* Knowledge/Education:
o Commitment to continuous professional development.
o Understanding of e-services and web development within the Council.
o NVQ in Customer Services.
o Welsh speaker (desirable)
* Experience:
o Experience in customer service and using IT applications (including Microsoft suite).
o Experience in interacting with colleagues and working in Contact Centres.
* Competencies:
o Working with Others: Understands team roles and supports colleagues, especially new members.
o Communicating Effectively: Shares accurate information and actively listens.
o Meeting Customers' Needs: Resolves queries quickly and anticipates customer needs.
o Demonstrating Technical Ability: Maintains accuracy, understands data protection.
o Achieving Results: Punctual, takes initiative, and prioritises tasks effectively.
o Demonstrating Professionalism: Represents the Council with pride, resilient under pressure.