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- Tasks: Respond to emergency calls and support vulnerable customers with care and empathy.
- Company: Join a dedicated council team focused on community support and service excellence.
- Benefits: Gain valuable experience, develop communication skills, and contribute to meaningful work.
- Why this job: Make a real difference in people's lives while working in a supportive environment.
- Qualifications: GCSEs in Maths and English, strong communication skills, and a passion for helping others.
- Other info: Dynamic role with opportunities for personal growth and teamwork.
The predicted salary is between 24000 - 36000 £ per year.
The Control Centre Operator will be responsible for receiving and responding to a range of calls including emergency and priority calls from vulnerable or elderly callers. Managing a range of support services to employees and customers of the council.
Duties and Responsibilities
- To deliver services to customers across a range of services including making outbound and receiving inbound welfare calls to 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 Control Centre and other service areas to ensure the highest levels of call resolution and customer satisfaction.
- To deal with sensitive and emergency situations effectively and efficiently liaising with other customers, care agencies and/or emergency services.
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 customers 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.
Educated to GCSE standard or equivalent, five GCSEs grade C and above. Two of these GCSEs must include Mathematics and English. Demonstrates the ability to work under pressure with confidence and initiative and be committed to the provision of a quality service for customers at all times. Demonstrates the ability to communicate well in a manner appropriate to individual needs, by phone, in person or in writing. Proficient in use of technology, being comfortable in the use of IT 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.
Control Centre Operator in Cardiff employer: Job Switch Ltd
Contact Detail:
Job Switch Ltd 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! Research the council's values and services. This will help you tailor your responses during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills. Since you'll be dealing with vulnerable customers, it's crucial to convey empathy and clarity. Role-play with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Be ready for situational questions. Think about how you'd handle emergency calls or sensitive situations. Prepare examples from your past experiences that demonstrate your ability to stay calm under pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
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 application to highlight how your skills and experiences align with the Control Centre Operator role. We want to see how you can handle emergency calls and support vulnerable customers, so don’t hold back on those relevant examples!
Showcase Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your ability to convey information clearly and empathetically in your written application. We’re looking for candidates who can connect with a wide range of people, so let your personality shine through!
Highlight Your Team Spirit: We value teamwork at StudySmarter, so make sure to mention any experiences where you’ve worked collaboratively with others. Whether it’s in a previous job or during your studies, showing that you can work well with colleagues will definitely catch our eye.
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 Control Centre Operator position. Plus, it’s super easy to do!
How to prepare for a job interview at Job Switch Ltd
✨Know Your Role Inside Out
Before the 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 empathy in your responses. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Practice Active Listening
During the interview, showcase your active listening skills. This means not just hearing but understanding what the interviewer is saying. Respond thoughtfully to their questions, and if they mention a scenario related to customer service, relate it back to your own experiences. This will highlight your ability to empathise with vulnerable callers.
✨Showcase Your Tech Savviness
Since the role involves using various IT systems and apps, be prepared to discuss your experience with technology. Bring examples of how you've used tech to improve customer service or streamline processes in previous roles. This will reassure them that you're comfortable with the tools you'll be using.
✨Demonstrate Team Spirit
The Control Centre relies on teamwork, so be ready to talk about your experiences working collaboratively. Share specific examples where you supported colleagues or contributed to team goals. This will show that you’re not just focused on individual success but are committed to the overall objectives of the team.
