Senior Lifeline Control Operator in Driffield

An exciting opportunity has arisen for a self-motivated individual to support the Lifeline and Responder Management team within the East Riding of Yorkshire as a Senior Control Operator for 30 hours per week. The nature of this role will require flexible working to meet the needs of the Service which functions 24 hours a day, 7 days a week.

The Councils Lifeline & Responder Service aims to make available twenty-four-hour support and security for elderly, disabled or otherwise vulnerable persons in their home. Applicants must be flexible to meet the needs of a 24/7 service, which will include working weekends, bank holidays, and the Christmas period. The successful applicant will need to be flexible to support with covering leave and absences as well as reacting to operational challenges.

East Riding of Yorkshire Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment. Applicants should have experience of, and a genuine interest in, the welfare of the vulnerable and older people. You will be required to actively promote Telecare services.

Your main duties will involve:

• Answering incoming calls from customers through the intercom system.
• Contacting relevant emergency contacts, area responders, the Emergency services, statutory and voluntary agencies, etc., and keeping records.
• Taking out of hours emergency repairs for council tenants.
• Handling out of hours Highways and Social Services calls regarding Adults and Children.
• Managing Customer Service Centre calls.

The successful applicant will be required to communicate with all relevant stakeholders, coordinating joint working as required. They will be part of a team but must be able to work without supervision, ensuring the continuing high service given to service users. They will also work closely with other staff in the Lifeline & Responder Service and other relevant professionals.

The successful candidate should be enthusiastic and committed to providing a high-quality service, have a flexible approach and the ability to adapt to a changing environment. To undertake this role, you need to be customer focused, have the ability to work with clients with diverse needs, and possess excellent supervisory, mentoring and organisational skills. You should be a team player able to demonstrate that you are well organised, and due to the nature of the service, have compassion and empathy.

A full working knowledge of answering calls within a telecare monitoring centre is essential. A full working knowledge of IT applications including Microsoft Office and service specific software is required, along with the ability to interpret data to ensure the relevant standards are monitored and adhered to. Good organisational skills and attention to detail are vital, as well as working within specific timescales.

The successful applicant must be able to work to, monitor and deliver relevant TSA standards and policies and procedures of the Local Authority. Excellent communication skills, both written and verbal, are essential to this role as it is often the first point of contact for relatives, professionals and the public. The successful candidate will possess excellent interpersonal skills and the ability to maintain confidentiality at all times.

Interviews will take place either in person for those shortlisted for interview. Working days are: Week 1 - Mon, Tues, Sat, Sun; Week 2 - Tues, Wed, Thurs, Fri. This role is fixed term for 9 months.