Control Centre Operator

Salary: £26,000 per year

BBS Recruitment is currently recruiting for an experienced Control Centre Operator in a temp position for our client based in Cardiff.

The successful candidate should be a proactive and hardworking individual with prior experience within a role.

Control Centre Opererator Job Role:

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. Manageing 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

Duties and Responsibilities of a Control Centre Operator:

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/anti-social behaviour. Job Specific Requirements

• 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 Other relevant information on skills and abilities are below Area to be Demonstrated

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.