Control Centre Operator Grade 4

Who You Are

You are a committed and caring professional with a strong desire to provide quality service to customers. You demonstrate the ability to work under pressure with confidence and initiative. You are comfortable communicating clearly in various modes—whether by phone, in person, or in writing—and show a positive attitude towards new challenges and adaptability to change.

What the Job Involves

The Contact Centre Operator (Telecare) is responsible for receiving and responding to a variety of calls, including emergency and priority calls from vulnerable or elderly customers. You will manage support services for employees and customers of the council, working collaboratively with colleagues and agencies to ensure high levels of call resolution and customer satisfaction. The role requires effective handling of sensitive and emergency situations, ensuring accurate and consistent advice is provided to customers and liaising with relevant agencies and services when needed.

Skills

• Customer service and empathy
• Strong communication skills
• Ability to work under pressure
• Teamwork and collaboration
• Technology proficiency
• Problem-solving and initiative
• Adaptability to change