Lifeline and Out of Hours Operator

7 days ago


Rhondda, Rhondda Cynon Taf, United Kingdom CRA GROUP RECRUITMENT AND PAYROLL LTD Full time £20,000 - £30,000 per year
Summary:

The role involves responding to Lifeline clients and managing Council Out of Hours emergencies, ensuring reassurance and appropriate referrals. The position requires proactive engagement to support individual well-being and collaboration with social care teams to promote Lifeline and Telecare services. The role demands a 24/7 shift pattern, including weekends and holidays, to maintain continuous service operations.

Responsibilities:
  • Respond to Lifeline clients and Council Out of Hours emergencies, providing reassurance and making necessary referrals.
  • Conduct proactive calls to support individual well-being and promote a preventative approach.
  • Collaborate with social care assessment and installation teams to enhance Lifeline and Telecare services.
  • Handle calls from dispersed alarms, prioritising based on risk and following agreed procedures.
  • Support Social Care services during daytime and manage emergencies when the Contact Centre is closed.
  • Monitor and maintain telecare units, updating client and equipment details in databases.
  • Act as a representative for other Council divisions during out-of-office hours.
  • Manage emergency calls for Registered Social Landlords following established procedures.
  • Monitor lone workers and respond appropriately in emergencies.
  • Handle misdirected calls, ensuring details are passed to the relevant service areas.
  • Assist with the maintenance and testing of service equipment.
  • Monitor the Piper Network Computer for faults and report them to relevant parties.
  • Perform general office administration, ensuring accurate recording and handover of information.
  • Monitor severe weather warnings and inform key officers as required.
  • Follow emergency procedures to ensure service continuity and minimize customer risk.
  • Adhere to allocated shift patterns and Health & Safety protocols.
  • Be flexible with shift changes and work cooperatively to meet service priorities.
  • Undertake additional duties as required by the Service Director or as development opportunities arise.
  • Protect children and vulnerable adults by reporting any concerns to a line manager.
Requirements
  • Knowledge/Education:

  • Commitment to continuous professional development.

  • Understanding of e-services and web development within the Council.
  • NVQ in Customer Services.
  • Welsh speaker (desirable)

  • Experience:

  • Experience in customer service and using IT applications (including Microsoft suite).

  • Experience in interacting with colleagues and working in Contact Centres.

  • Competencies:

  • Working with Others: Understands team roles and supports colleagues, especially new members.

  • Communicating Effectively: Shares accurate information and actively listens.
  • Meeting Customers' Needs: Resolves queries quickly and anticipates customer needs.
  • Demonstrating Technical Ability: Maintains accuracy, understands data protection.
  • Achieving Results: Punctual, takes initiative, and prioritises tasks effectively.
  • Demonstrating Professionalism: Represents the Council with pride, resilient under pressure.

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