Job Description
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.
Requirements
Essential Qualifications/Knowledge: GCSEs A*- C (9-4) or equivalent in English and Maths. Willingness to undertake relevant learning and development. Desirable Qualifications/Knowledge: NVQ Level 2 or 3. Customer care qualification/training. Basic knowledge of relevant legislation, policies, and procedures. Essential Experience: Proficiency in Microsoft Software Packages (Word, Excel, Outlook). Experience in providing information and signposting customers professionally across various communication methods. Proven track record of delivering effective business support services. Administrative experience with a solid understanding of office procedures. Ability to prioritise workload to meet deadlines. Experience in maintaining documents, records, and data. Desirable Experience: Experience in process improvements. Essential Skills: Ability to resolve customer issues and keep them informed. Competence in processing basic service requests. Strong customer care skills and initiative in handling inquiries. Effective communication skills for providing information and addressing customer needs. Numeracy skills for calculations and data accuracy. Literacy skills for handling correspondence and documents. Decision-making skills based on criteria evaluation. Teamwork skills to collaborate effectively with colleagues. Time management skills to prioritise tasks and meet deadlines. High level of accuracy and attention to detail.