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- Tasks: Support vulnerable residents by responding to emergency and welfare calls in a 24/7 control room.
- Company: Local Authority in Cardiff, dedicated to community support and safety.
- Benefits: Competitive pay, flexible hours, and the chance to make a real difference.
- Other info: Immediate start available with potential for contract extension.
- Why this job: Join a vital role that helps those in need and enhances your communication skills.
- Qualifications: GCSEs in English and Maths, plus customer service experience.
We are working closely alongside a Local Authority in Cardiff to assist with the appointment of a Control Centre Operator, on a 3-month contract, likely to be extended at client's discretion. Please apply with your CV for immediate consideration.
Rate of Pay: £13.05 - £16.88 per hour
Hours Per Week: 28.00
Summary
The Control Centre Operator plays a key role in providing essential support services to vulnerable residents and council service users. Working in a 24/7 control room environment, you will receive, assess, and respond to a range of calls, including emergency, welfare and priority contact from elderly, vulnerable, or at-risk individuals. You will work closely with internal teams, partner agencies and emergency services to ensure timely and compassionate support is delivered. This role requires strong communication skills, calmness under pressure, and a commitment to high-quality customer service.
Responsibilities
- Receive, assess, and respond to inbound emergency and welfare calls from vulnerable customers.
- Make proactive outbound welfare calls to check safety and wellbeing.
- Liaise with colleagues, emergency services, housing officers, care agencies and other council teams where necessary.
- Use telecare and call handling systems to record and monitor calls and actions.
- Maintain accurate digital case notes and ensure confidentiality is upheld at all times.
Qualifications
- GCSEs (or equivalent) including English and Mathematics (Grade C or above).
Requirements
- Experience delivering customer support services (telephone, face‑to‑face, or within a care / public service environment).
- Ability to work effectively in situations requiring quick decision‑making.
Please note: You should be available to work immediately or at short notice. You should have right to work in the U.K. This role requires a Standard DBS.
Control Centre Operator in Cardiff employer: Brackenberry Limited
Contact Detail:
Brackenberry Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Control Centre Operator in Cardiff
✨Tip Number 1
Get to know the company and its values! Research the Local Authority in Cardiff and understand their mission. This will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Control Centre Operator, you'll need to be calm and clear under pressure. Try role-playing scenarios with friends or family to get comfortable with handling emergency calls.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like working in the control room.
✨Tip Number 4
Apply through our website for a smoother process! We make it easy for you to submit your CV and get considered quickly. Plus, we’re here to support you every step of the way!
We think you need these skills to ace Control Centre Operator in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Control Centre Operator role. Highlight any relevant experience in customer support, especially in emergency or welfare situations. We want to see how your skills match what we're looking for!
Showcase Communication Skills: Since strong communication is key for this role, don’t forget to showcase your ability to communicate effectively. Use examples from past experiences where you’ve had to stay calm under pressure and provide excellent service.
Be Clear and Concise: When writing your application, keep it clear and concise. We appreciate straightforwardness, so avoid fluff and get straight to the point about why you’re a great fit for the position.
Apply Through Our Website: For the best chance of being considered, make sure to apply through our website. It’s the quickest way for us to receive your application and get you in the running for this exciting opportunity!
How to prepare for a job interview at Brackenberry Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Control Centre Operator. Familiarise yourself with the types of calls you’ll be handling and the importance of providing support to vulnerable individuals. This knowledge will help you answer questions confidently and demonstrate your commitment to the role.
✨Showcase Your Communication Skills
Since strong communication is key in this role, prepare examples that highlight your ability to communicate effectively under pressure. Think of situations where you’ve successfully managed difficult conversations or provided excellent customer service. Practising these scenarios can help you articulate your experiences during the interview.
✨Stay Calm and Collected
The interview may include situational questions that test your ability to remain calm under pressure. Practice responding to hypothetical emergency scenarios, focusing on how you would assess the situation and take appropriate action. This will show the interviewer that you can handle the demands of the job.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the role and the team. Ask about the training process, the tools you'll be using, or how success is measured in the position. This not only shows your interest but also helps you gauge if the role is the right fit for you.