Mobile Responder - Adult Services in Cardiff

We're looking for a Mobile Responder - Adult Services for a local government client in Cardiff, South Glamorgan. To receive and respond to issues reported to the contact centre, including emergency and priority calls from vulnerable and elderly customers. Working hours: 24 hr service; 8 hr shifts; must be prepared to work shifts.

Responsibilities

• The Mobile Responder is responsible for attending to residents' properties when they require assistance.
• The duties include lifting residents who have fallen, administering first aid, as required, and escalating to the ambulance service.
• To work with colleagues within the Contact Centre and other service areas to ensure the highest levels of call resolution and customer satisfaction.
• To provide any practical help, care or support that is required and inform the Control Centre of the circumstances and their own actions.
• To deal with sensitive and emergency situations effectively and efficiently, liaising with other customers, next of kin, care agencies, and emergency services.
• To maintain clear, accurate and concise records of any visits to customers in the event of an alarm call or a routine visit.

Knowledge & Experience Requirements

• Demonstrates the ability to work under pressure with confidence and initiative, always committed to the provision of a quality service for customers.
• Experience in delivering customer-focused information.
• Demonstrates the ability to communicate well in a manner appropriate to individual needs, by phone, in person and in writing.
• The ability to speak other languages, in particular Welsh and Community Languages, would be an advantage.
• Proficient in the use of technology, being comfortable in the use of I.T systems, programmes, and apps.
• Demonstrates the ability to work as part of a team, showing a willingness to assist others and a commitment to meeting the objectives of the team.
• Show a personal commitment to the work of the service, taking ownership of tasks and seeking to meet set deadlines and targets.
• Demonstrates a positive attitude to new challenges and a willingness to adapt quickly to change.
• A caring attitude with a clear desire to achieve the best possible result for the customer.
• The ability to work unsocial hours, including evenings, weekends and bank holidays.
• The ability to work overtime when service provision is available.

Qualification – Essential

• Educated to GCSE standard or equivalent, five GCSEs grade C and above. Two of these GCSEs must include Mathematics and English.
• Advanced Microsoft Office, Word, Excel, PowerPoint, Outlook, and social media.

Essential Compliance Requirements

• 3 Years of References
• Enhanced Adults DBS
• Willing to engage in the mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.