Job Title: Contact Centre Operator (Day and Out of Hours) Location: Rawtenstall (with Agile Working) Reports to: Contact Centre Operator Contract Type: Temporary ongoing roles available Salary: £12.27 - £12.67 per hour (shift depending) double time on Bank Holidays Various hours available: All 4 on 4 off 08:00-19:30, 07:00-18:30, 17:00-00:00, 12:30-00:00, 12:30-00:00, 12:30-20:30 Flexibility required for Bank Holidays (paid at double time) About the Role The Best Connection are seeking compassionate and professional Contact Centre Operators to join a busy and supportive team in Rawtenstall. As the first point of contact for our clients and service users, you will handle a range of incoming alarms, emergency alerts, and telephone calls-ensuring that every interaction is dealt with efficiently, accurately, and with care. This role involves both Technology Enabled Care (TEC) and Out-of-Hours (OOH) call handling services, triaging calls, coordinating with emergency services and on-call technicians, and ensuring that customers receive a prompt, empathetic, and high-quality service at all times. You'll be part of a vital team supporting vulnerable people and ensuring they can live safely and independently. Key Responsibilities Handle inbound calls including emergency, TEC, and OOH repair requests. Gather and record accurate information, triage calls, and escalate to emergency services where appropriate. Coordinate with field teams, technicians, and on-call staff to ensure timely responses. Deliver excellent customer service in every interaction, showing empathy and professionalism. Maintain compliance with TSA (Technology Enabled Care Services Association) Quality Standards and KPI targets. Escalate concerns, safeguarding issues, and complaints appropriately. Work collaboratively with colleagues and management to maintain a high-performing, supportive team environment. Maintain good attendance, follow agreed processes, and ensure high service standards are met. Contribute to ongoing improvements and professional standards within the Contact Centre. Health and Safety Responsibilities All employees are required to: Take care of their own safety and that of others. Report any health concerns, hazards, or defects immediately. Comply with health and safety procedures at all times. Participate in relevant training to ensure safe and competent working practices. Key Working Relationships External: Service users, families, carers, emergency services, and partner agencies. Internal: Colleagues, team leaders, managers, and directors across the company. What We're Looking For Essential: GCSEs (or equivalent) in English and Maths (minimum Grade C). Previous experience in a customer service or contact centre environment. Excellent verbal communication and interpersonal skills. Empathy, patience, and the ability to remain calm under pressure. IT literate and able to manage multiple systems simultaneously. Well-organised with the ability to prioritise and work independently. Smart, professional appearance and a polite manner. Full UK driving licence. Flexibility to work shifts and Bank Holidays as required. Desirable: Minimum of 1 year's experience in Public, Healthcare, TEC, or other service-based industries. What We Offer £12.67 per hour double time on Bank Holidays. 29 days annual leave (including Bank Holidays), increasing to 33 days after 4 years. Ongoing training, support, and career development opportunities. Friendly, professional team environment. Opportunity to make a real difference to people's lives. Temp-to-perm opportunities available for the right candidates. Additional Information DBS Check: This role requires an Enhanced DBS check (renewed every 2 years). Training & Development: Annual Personal Development Review and access to training programmes. Equal Opportunities: We are proud to be an Equal Opportunities Employer and value diversity in our workforce. Information Governance: All employees must adhere to GDPR and company data protection policies. ✅ Ready to Make a Difference? Join our dedicated Contact Centre team in Rawtenstall and be the reassuring voice that makes an impact when it matters most. Apply today to start your journey with us.