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- Tasks: Respond to emergency calls and support vulnerable customers with care and empathy.
- Company: Local authority committed to community service and support.
- Benefits: Flexible shifts, valuable experience, and the chance to make a real difference.
- Why this job: Join a team that values compassion and teamwork while helping those in need.
- Qualifications: GCSEs in Maths and English; customer service experience is a plus.
- Other info: Opportunity for personal growth and development in a supportive environment.
The predicted salary is between 500 - 1500 £ per month.
3 Month Contract With A Local Authority
Job Purpose
The Control Centre Operator will:
- Receive and respond to a range of calls, including emergency and priority calls from vulnerable or elderly customers.
- Manage and co-ordinate support services for both council employees and customers.
- Ensure efficient, safe, and high-quality customer service in all interactions.
Duties and Responsibilities
- Deliver services across multiple channels, including making outbound and receiving inbound welfare calls to vulnerable or elderly customers.
- Understand, support, and advise a wide range of customers making enquiries regarding Council services.
- Work collaboratively with colleagues across the Control Centre and other service areas to ensure high levels of call resolution and customer satisfaction.
- Handle sensitive and emergency situations effectively, liaising with customers, care agencies, and emergency services.
- Adhere to guidelines and protocols for emergency or priority calls.
- Use current and emerging technology to enhance customer contact services.
- Contribute to continuous improvement within the team and respond positively to change.
Requirements
- GCSEs grade C or above (5 subjects, including Mathematics and English).
- Ability to understand, speak, and write Welsh is desirable.
- Proven ability to work under pressure with confidence and initiative.
- Commitment to delivering quality customer service at all times.
- Experience in delivering customer-focused information is desirable.
- Excellent verbal and written communication skills, adaptable to individual customer needs.
- Proficiency in IT systems, software, and emerging technology relevant to contact centres.
- Strong teamwork skills and willingness to support colleagues.
- Ability to prioritize tasks, meet deadlines, and work independently when required.
- Positive attitude towards change and new challenges.
- Caring, empathetic attitude with a genuine desire to help vulnerable or elderly customers.
- Calm and professional approach in sensitive or emergency situations.
- Ability to work unsocial hours, including evenings, weekends, and bank holidays.
- Willingness to work rotating shifts on a 24/7 service basis.
- The role is subject to a Standard DBS check.
- Commitment to equality, diversity, and inclusion in all aspects of work.
- Awareness of, and compliance with, safeguarding procedures for children and adults at risk.
- Take responsibility for personal health and safety and that of others.
- Willingness to work from various locations as required.
Control Centre Operator in Cardiff employer: CRA GROUP RECRUITMENT AND PAYROLL LTD
Contact Detail:
CRA GROUP RECRUITMENT AND PAYROLL LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Control Centre Operator in Cardiff
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the local authority. A personal recommendation can go a long way in landing that Control Centre Operator role.
✨Tip Number 2
Practice makes perfect! Before your interview, run through common questions and scenarios you might face as a Control Centre Operator. This will help you feel more confident and ready to showcase your skills in customer service and emergency response.
✨Tip Number 3
Show off your tech skills! Be prepared to discuss how you've used IT systems and emerging technology in previous roles. Highlighting your proficiency can set you apart from other candidates and show you're ready for the demands of the job.
✨Tip Number 4
Apply through our website! We make it easy for you to submit your application directly, and you'll be one step closer to joining our team. Plus, it shows you're genuinely interested in working with us at StudySmarter!
We think you need these skills to ace Control Centre Operator in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Control Centre Operator role. Highlight your experience in customer service, especially with vulnerable or elderly customers, and show how you can handle sensitive situations with care.
Showcase Your Communication Skills: Since excellent verbal and written communication skills are key for this role, use clear and concise language in your application. Give examples of how you've adapted your communication style to meet different customer needs.
Demonstrate Teamwork: We love a team player! In your application, mention any experiences where you've worked collaboratively with others to achieve a common goal. This will show us that you're ready to contribute positively to our Control Centre.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at CRA GROUP RECRUITMENT AND PAYROLL LTD
✨Know Your Customer Service Basics
Brush up on your customer service skills, especially in handling sensitive situations. Be ready to share examples of how you've provided excellent service in the past, particularly to vulnerable or elderly customers.
✨Familiarise Yourself with Emergency Protocols
Understand the guidelines for emergency calls and how to manage them effectively. You might be asked situational questions, so think about how you would respond to various scenarios involving emergencies or sensitive situations.
✨Show Off Your Teamwork Skills
This role requires collaboration with colleagues across different service areas. Prepare to discuss times when you've worked as part of a team, highlighting your ability to support others and contribute to a positive work environment.
✨Demonstrate Your Tech Savviness
Since the job involves using current and emerging technology, be ready to talk about your experience with IT systems and software relevant to contact centres. Mention any specific tools you've used and how they helped improve customer interactions.
