Control Centre Operator (Grade 4) - Telecare
Cardiff Council
Role
Who You Are
As a Contact Centre Operator (Telecare), you are dedicated to providing exceptional customer service to vulnerable or elderly callers, showcasing empathy, patience, and a genuine desire to assist. Educated to GCSE standard or equivalent, you possess a commitment to quality service and an ability to work under pressure with confidence and initiative. You demonstrate cultural awareness, with the ability to understand, speak, and write in Welsh being an advantage.
What the Job Involves
This role involves handling a range of calls, including emergency and priority responses for vulnerable or elderly people. You are expected to deliver services through making outbound and receiving inbound calls, effectively dealing with sensitive and emergency situations, and liaising with care agencies or emergency services. The position requires adapting to a rotating shift pattern as the service operates 24/7, including during Public Holidays. Furthermore, you'll collaborate with council and partner agencies ensuring optimal customer satisfaction and call resolution.
Skills
- Strong communication skills
- Proficient in using IT systems, programs, and apps
- Ability to work effectively in a team environment
- Excellent problem-solving skills
- Commitment to continuous improvement and adapting to change
- Multilingual capabilities plus