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Control Centre Operator
2 weeks ago
Akton Recruitment has a Control Centre Operator in Cardiff
The role requires an standard DBS check.
The post holder will be required to work on rota basis with a rotating shift pattern across the 24/7 period.
Please note that the service is 24/7 every day of the year including Bank Holidays and Public Holidays and will therefore be eligible for appropriate shift allowance and weekend/night enhancements.
With enhancements considered the estimated pay roughly equates to a staff member working 37 hours per week at grade 4.
There is also availability for additional hours/overtime.Control Centre Operator
Job Purpose:
The Contact Centre Operator will be responsible for receiving and responding to a range of calls including emergency and priority calls from vulnerable or elderly callers.
Managing a range of support services to employees and customers of the council including lone working, virtual concierge and CCTV monitoring.
The position is a joint Telecare and CCTV Operator role.Responsibilities:
- To deliver services to customers across a range of services including making outbound welfare calls vulnerable or elderly customers
- To understand, support and advise a wide range of customers who will be making enquiries concerning Council services through multiple channels of access
- To work with colleagues within the Contact Centre and other service areas to ensure the highest levels of call resolution and customer satisfaction
- To have an understanding and knowledge of technology used within the centre for lone working devices and CCTV images
- To deal with sensitive and emergency situations effectively and efficiently liaising with other customers, care agencies are/or emergency services
- To take responsibility and follow protocols for virtual concierge requests, capturing and utilising CCTV images and any emergency requests for lone working devices/antisocial behaviour.
- To receive and respond to issues reported to the contact centre including emergency and priority calls from vulnerable and elderly customers
- To listen patiently, to empathise with the customer's situation and convey a genuine desire to help and support
- Communicate clearly, concisely and appropriately to a wide range of customer and colleagues
- To provide accurate, meaningful and consistent advice to customers, ensuring that they understand the action which will be taken
- To liaise with officers from a range of council and partner agencies including out of hours highways, noise pollution and emergency services
- Adhere to set guidelines for calls received out of hours for key stakeholders dealing with repairs and schemes
- Work with current and emerging technology to enhance customer contact services
- Work as part of the wider team ensuring continuous improvement responding to change in a positive manner
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