Job Description
4-5 months contract with a Local Authority
Job Summary:
• We are seeking a Lifeline Control Room Operator (Grade 3) to join a well-established Community Safety team on a temporary basis.
• The successful candidate will be responsible for responding to emergency calls and managing a range of telecare and alarm systems from a central control room
• This part-time role (18.5 hours per week) requires working on a rotating shift pattern, including nights, weekends, and bank holidays. It is vital that candidates are calm under pressure, can work independently, and are comfortable operating within a secure and confidential environment.
Key Duties/Accountabilities (Sample):
• Operate and monitor the Lifeline and Emergency Planning Control Room, including response to calls and alarm activations.
• Handle incoming calls from service users, next of kin, emergency services, and contractors via various communication methods (e.g., telephone, alarm systems, fax).
• Accurately record, assess and take appropriate action for each call following the Lifeline Control Room's code of practice.
• Monitor and respond to in/out-of-hours alarm systems and maintenance calls for partner organisations.
• Maintain and programme Telecare equipment.
• Maintain up-to-date, confidential records in line with Data Protection regulations.
• Provide reassurance, support, and decision-making during emergency and welfare situations.
• Complete all required administrative duties associated with call handling and service reporting.
• Follow rotating shift patterns and cover shifts at short notice when required.
• Work unsupervised and ensure procedures and policies are followed precisely.
Skills/Experience:
• Experience using telephone systems or working in a call-handling environment.
• Strong verbal and written communication skills.
• High attention to detail and accuracy in recording data.
• Ability to remain calm and make decisions under pressure.
• Excellent customer service and listening skills.
• Ability to work alone, manage priorities, and follow set procedures.
• Basic I.T. literacy and experience with computer systems.
• Understanding of confidentiality and the Data Protection Act.
• Minimum 3 GCSEs (or equivalent), A* to E, or relevant experience.
• Completion of a 10-hour online Welsh Work Course (or willingness to complete).
• Willingness to work across all shift patterns including weekends and bank holidays.
Additional Information:
• The closing date: 20/09/2025.
• Part-time role: 18.5 Hr/week.
• DBS Required: Yes.
Requirements
• Experience using telephone systems or working in a call-handling environment. • Strong verbal and written communication skills. • High attention to detail and accuracy in recording data. • Ability to remain calm and make decisions under pressure. • Excellent customer service and listening skills. • Ability to work alone, manage priorities, and follow set procedures. • Basic I.T. literacy and experience with computer systems. • Understanding of confidentiality and the Data Protection Act. • Minimum 3 GCSEs (or equivalent), A* to E, or relevant experience. • Completion of a 10-hour online Welsh Work Course (or willingness to complete). • Willingness to work across all shift patterns including weekends and bank holidays.