Control Centre Operator G4 - Telecare
Cardiff Council
Role
Who You Are
The ideal candidate will possess a caring attitude with a clear desire to achieve the best possible result for the customer. They should be educated to GCSE standard or equivalent, with a minimum of five GCSEs at grade C and above, including Mathematics and English. Being able to understand, speak, and write Welsh is advantageous. A positive attitude towards new challenges and adaptability to change are key personal attributes.
What the Job Involves
The Contact Centre Operator will be responsible for delivering a range of services to customers, including receiving and responding to emergency and priority calls from vulnerable or elderly callers. The role involves offering support and advice to customers making inquiries about Council services through multiple channels. Effective communication and liaison with colleagues, care agencies, and emergency services are crucial to ensuring high levels of call resolution and customer satisfaction. The Operator will participate in a rotating shift pattern that covers 24/7 operations, including weekends and public holidays.
Skills
- Excellent communication skills appropriate to individual needs
- Proficiency in using IT systems and technology
- Ability to work as part of a team
- Strong customer focus with a commitment to quality service
- Ability to work under pressure with confidence and initiative
- Flexibility to work unsocial hours
- Multilingual skills are an advantage, especially in Welsh and community languages