3 Month Contract with A Local Authority
Job Purpose
The Contact Centre Operator (Telecare) is responsible for providing a responsive, high-quality service to vulnerable and elderly residents, responding to emergency and priority calls with professionalism, empathy, and efficiency. The postholder will also support a range of council services by handling inbound and outbound customer contact, ensuring accurate information, timely assistance, and excellent customer care.
Key Duties and Responsibilities
* Receive and respond promptly to emergency and priority calls from vulnerable and elderly customers, providing reassurance and support.
* Make outbound welfare calls to check on the wellbeing of customers and provide follow-up assistance as required.
* Deliver a professional, customer-focused service across multiple access channels (telephone, email, monitoring systems).
* Accurately record information and take appropriate action, including liaising with emergency services, care agencies, or internal departments.
* Handle sensitive and emergency situations calmly, showing empathy and sound judgment.
* Communicate clearly and effectively with a diverse customer base, adapting communication styles to meet individual needs.
* Provide accurate advice and information about Council services, ensuring customers understand any actions being taken.
* Work collaboratively with colleagues and partners including Out-of-Hours services, Highways, Noise Pollution, and Housing teams.
* Adhere to established procedures and escalation protocols for emergency and out-of-hours incidents.
* Embrace and utilise emerging telecare and contact centre technologies to improve service delivery.
* Contribute to the continuous improvement of the service by supporting team initiatives and responding positively to change.
Requirements
* Educated to GCSE standard or equivalent, with five GCSEs (Grades A–C / 4–9), including English and Mathematics.
* Demonstrable competence in written and spoken English.
* Ability to communicate (speak, read, and write) in Welsh.
* Standard DBS Check