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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: Flexible working hours, training opportunities, and a chance to make a real difference.
- Why this job: Be the voice of support for those in need and help improve lives daily.
- Qualifications: GCSEs in Maths and English, plus a passion for helping others.
- Other info: Dynamic role with opportunities for personal growth and teamwork.
The predicted salary is between 28800 - 43200 £ 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. The role manages support services for employees and customers of the council.
Duties and Responsibilities
- Deliver services to customers across a range of services, including making outbound and receiving inbound welfare calls for vulnerable or elderly customers.
- Understand, support and advise a wide range of customers who will be making enquiries concerning Council services through multiple channels of access.
- Work with colleagues within the Control Centre and other service areas to ensure the highest levels of call resolution and customer satisfaction.
Education and Training
Educated to GCSE standard or equivalent, five GCSEs grade C and above. Two of these GCSEs must include Mathematics and English.
Experience / Knowledge
- 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.
- Deals with sensitive and emergency situations effectively and efficiently, liaising with other customers, care agencies and emergency services.
Job Specific Requirements
- Receive and respond to issues reported to the contact centre including emergency and priority calls from vulnerable and elderly customers.
- Listen patiently, 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.
- Provide accurate, meaningful and consistent advice to customers, ensuring that they understand the action which will be taken.
- 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 and responding to change in a positive manner.
Corporate Requirements
- Participate actively in supporting the principles and practice of equality of opportunity as stated in the Council’s Equal Opportunities Policy.
- Take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and comply with all health and safety legislation as appropriate.
- Adhere to the Council’s Corporate Safeguarding Policy and associated policies and procedures and report concerns regarding the safety and wellbeing of children or adults at risk. Required safeguarding training at the level relevant to this post.
- Support the Council to reduce its carbon emissions and deliver climate-resilient services and places.
- As a term of employment, you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility.
- Although you will be provided with a base, you will be required to work from various locations in accordance with the needs of the role.
Control Centre Operator in Cardiff employer: Job Switch
Contact Detail:
Job Switch 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 way, when you get that interview, you can show how your skills align with their mission. Plus, it’ll help you answer questions more confidently.
✨Tip Number 2
Practice makes perfect! Role-play common interview scenarios with a friend or family member. Focus on how you’d handle emergency calls or support vulnerable customers. The more you practice, the more natural it’ll feel when it’s your turn.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current or former employees on LinkedIn. They can provide insider tips about the role and the application process. Plus, it shows you’re genuinely interested in the position.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, you can keep track of your application status easily. Don’t miss out on this opportunity to join a team that makes a real difference!
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 role of Control Centre Operator. 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 concisely in your written application. Use straightforward language and keep it professional yet friendly – we love a good balance!
Highlight Your Problem-Solving Abilities: We’re looking for someone who can think on their feet, especially in high-pressure situations. Share specific instances where you’ve successfully resolved issues or provided support to others, as this will show us you’re up for the challenge!
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’s super easy – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Job Switch
✨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, especially those from vulnerable or elderly customers. This will help you demonstrate your readiness to support and advise them effectively.
✨Showcase Your Empathy Skills
During the interview, be prepared to discuss how you would handle sensitive situations. Use examples from your past experiences where you’ve shown patience and empathy. This is crucial for this role, so let your genuine desire to help shine through!
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly and concisely. You might be asked to explain how you would communicate with different types of customers. Use this opportunity to show that you can adapt your communication style to suit various audiences, ensuring they feel understood and supported.
✨Demonstrate Team Spirit
Highlight your ability to work as part of a team. Share examples of how you’ve collaborated with colleagues in previous roles to achieve common goals. This will show that you’re not just focused on individual performance but also committed to continuous improvement and supporting your team.
