Section: Tele care Cardiff Reporting to: Tele care Team Leader Hours per Week: 28 Location of Post: County Hall (base), remote Special Conditions: Weekend, bank holiday, and night work Summary The Mobile Responder plays a crucial role in delivering efficient, reliable, and friendly responses to emergency alarm calls for Tele care Cardiff users. This position is vital in ensuring the safety and well-being of vulnerable and elderly customers by providing immediate assistance and support during emergencies. The role requires collaboration with various service areas to maintain high levels of customer satisfaction and effective call resolution. Responsibilities Respond to emergency and priority calls from vulnerable and elderly customers. Collaborate with colleagues to ensure high levels of call resolution and customer satisfaction. Provide practical help, care, or support as needed, and report actions to the Control Centre. Handle sensitive and emergency situations efficiently, coordinating with next of kin, care agencies, or emergency services. Maintain accurate records of customer visits following alarm calls or routine checks. Visit homes of individuals who have triggered alarm calls and address any equipment issues. Conduct routine visits to Sheltered Housing schemes in the absence of the Scheme Manager. Program and test dispersed alarm units and install equipment as needed. Utilize current and emerging technology to enhance customer contact services. Ensure the safe keeping of fuel cards and equipment, maintaining vehicle logs. Attend training sessions and team meetings, providing cover for Control Centre operations when necessary. Assist in training colleagues and mentoring new starters. Requirements ENHANCED DBS REQUIRED Competencies: Customer focus, problem-solving, communication, and respect for others (Level 2-3). Education & Training: GCSE standard or equivalent, with Mathematics and English. Experience/Knowledge: Ability to work under pressure and deliver customer-focused information. Skills and Abilities: Effective communication, proficiency in IT systems, teamwork, and adaptability. Personal Attributes: Caring attitude and commitment to achieving the best results for customers. Special Circumstances: Ability to work unsocial hours, including evenings, weekends, and bank holidays. Support equality of opportunity as per the Council’s Equal Opportunities Policy. Ensure health and safety compliance for oneself and others. Adhere to the Council’s Corporate Safeguarding Policy and complete relevant training. Undertake additional duties as required, commensurate with the role. Work from various locations as needed.