3 Month Contract With A Local Authority
Job Purpose
The Control Centre Operator will:
* Receive and respond to a range of calls, including emergency and priority calls from vulnerable or elderly customers.
* Manage and co-ordinate support services for both council employees and customers.
* Ensure efficient, safe, and high-quality customer service in all interactions.
Duties and Responsibilities
* Deliver services across multiple channels, including making outbound and receiving inbound welfare calls to vulnerable or elderly customers.
* Understand, support, and advise a wide range of customers making enquiries regarding Council services.
* Work collaboratively with colleagues across the Control Centre and other service areas to ensure high levels of call resolution and customer satisfaction.
* Handle sensitive and emergency situations effectively, liaising with customers, care agencies, and emergency services.
* Adhere to guidelines and protocols for emergency or priority calls.
* Use current and emerging technology to enhance customer contact services.
* Contribute to continuous improvement within the team and respond positively to change.
Requirements
* GCSEs grade C or above (5 subjects, including Mathematics and English).
* Ability to understand, speak, and write Welsh is desirable.
* Proven ability to work under pressure with confidence and initiative.
* Commitment to delivering quality customer service at all times.
* Experience in delivering customer-focused information is desirable.
* Excellent verbal and written communication skills, adaptable to individual customer needs.
* Proficiency in IT systems, software, and emerging technology relevant to contact centres.
* Strong teamwork skills and willingness to support colleagues.
* Ability to prioritize tasks, meet deadlines, and work independently when required.
* Positive attitude towards change and new challenges.
* Caring, empathetic attitude with a genuine desire to help vulnerable or elderly customers.
* Calm and professional approach in sensitive or emergency situations.
* Ability to work unsocial hours, including evenings, weekends, and bank holidays.
* Willingness to work rotating shifts on a 24/7 service basis.
* The role is subject to a Standard DBS check.
* Commitment to equality, diversity, and inclusion in all aspects of work.
* Awareness of, and compliance with, safeguarding procedures for children and adults at risk.
* Take responsibility for personal health and safety and that of others.
* Willingness to work from various locations as required.