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- Tasks: Respond to emergency alarms and provide vital support to vulnerable customers.
- Company: Join Charnwood Borough Council's Lifeline Service, dedicated to community care.
- Benefits: Competitive pay, flexible hours, and full training provided.
- Why this job: Make a real difference in people's lives while gaining valuable experience.
- Qualifications: Experience with Tunstall PNC systems and strong communication skills required.
- Other info: Dynamic role with opportunities for personal growth and development.
The predicted salary is between 11 - 16 ÂŁ per hour.
Neway International are seeking a Lifeline Control Operator – Admin & Clerical to join our client based with Charnwood Borough Council.
Location: Victoria Street, Loughborough, Leicestershire, LE11 2EP
Hours: 24 hours per week (4‑day rolling shift pattern)
Start Date: 02 March 2026
Duration: 12 Weeks
Pay Rates: PAYE ÂŁ13.90 per hour / Limited/Umbrella ÂŁ18.08 per hour
About The Client: Charnwood Borough Council’s Lifeline Service forms part of the Housing, Planning, Regeneration and Regulatory Services directorate. The service provides essential support to elderly and vulnerable customers, enabling them to remain safe and independent in their homes. Working alongside Warden Services, Emergency Call‑out Officers and Repairs teams, Lifeline delivers a responsive, customer‑focused service 24 hours a day, 365 days a year.
The Role: As a Lifeline Control Operator, you will play a vital part in delivering supported housing services to customers with varying support needs, disabilities and medical conditions. You will respond to emergency alarm activations, assess situations, and arrange appropriate assistance from emergency services, next‑of‑kin or Emergency Call‑out Officers. The role also includes handling out‑of‑hours repair requests and general enquiries affecting CBC customers. This is an office‑based role with some lone working. Full training will be provided. Experience using Tunstall PNC call‑taking systems is essential.
Key Responsibilities:
- Answer incoming calls promptly, courteously and within target times, ensuring all actions are accurately recorded.
- Analyse, input and update customer information, providing associated administrative support.
- Liaise with next‑of‑kin, keyholders, emergency services, Emergency Call‑out Officers and other relevant contacts while maintaining confidentiality.
- Deliver a high standard of customer care when handling alarm activations and requests for support.
- Work closely with Warden Services to ensure seamless service delivery.
- Execute Disaster Recovery Plans effectively, including operating from alternative locations when required.
- Respond to out‑of‑hours emergency calls and determine appropriate actions in line with procedures.
- Manage door‑entry requests, ensuring tenant safety and security.
- Prepare clear incident reports for the Control Centre Team Leader.
- Provide flexible cover for annual leave and sickness.
- Report faults with alarms, intercoms and door‑entry systems to relevant contractors.
- Deliver services fairly, without discrimination, and in line with data protection legislation.
- Comply with all CBC policies and procedures.
- Protect and manage information securely, reporting any breaches in line with Council policies.
- Undertake Additional Duties Appropriate To The Grade As Required.
Candidate Requirements:
- Experience Using Tunstall PNC Call‑taking Systems (essential).
- Strong communication skills with the ability to remain calm under pressure.
- Confident decision‑making and problem‑solving abilities.
- Ability to work independently, including lone‑working shifts.
- Willingness to work a rolling shift pattern and provide cover for colleagues.
- Commitment to delivering high‑quality, customer‑focused support.
- No DBS required.
- Flexibility considered if unable to cover all listed shifts.
Lifeline Control Operator (exp in Tunstall PNC) in Loughborough employer: NEWAY INTERNATIONAL LIMITED
Contact Detail:
NEWAY INTERNATIONAL LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lifeline Control Operator (exp in Tunstall PNC) in Loughborough
✨Tip Number 1
Network like a pro! Reach out to people in your field, especially those who work at Charnwood Borough Council or have experience with Tunstall PNC. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Practice makes perfect! Before your interview, run through common questions related to emergency response and customer care. We suggest role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Show your passion! When you get the chance to speak about your experience, highlight your commitment to helping vulnerable customers. Let them know why this role matters to you and how you can make a difference.
✨Tip Number 4
Apply through our website! It’s the easiest 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 Lifeline Control Operator (exp in Tunstall PNC) in Loughborough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Lifeline Control Operator role. Highlight your experience with Tunstall PNC systems and any relevant customer service skills. We want to see how you fit into our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and emergency services, it's crucial to demonstrate your strong communication abilities. Use examples in your application that show how you've handled similar situations in the past.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you're a great fit!
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. We can’t wait to hear from you!
How to prepare for a job interview at NEWAY INTERNATIONAL LIMITED
✨Know Your Stuff
Make sure you brush up on your experience with Tunstall PNC call-taking systems. Be ready to discuss specific scenarios where you've used it effectively, as this is a key requirement for the role.
✨Showcase Your Communication Skills
Since the job involves handling emergency calls and liaising with various stakeholders, practice articulating your thoughts clearly. Think of examples where you've had to remain calm under pressure and how you communicated effectively in those situations.
✨Demonstrate Customer Care
Prepare to talk about your approach to customer service. Share instances where you've gone above and beyond to support customers, especially those who are vulnerable or in distress. This will highlight your commitment to high-quality service.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to emergency responses. Think through how you would assess situations and make decisions quickly. Practising these scenarios can help you feel more confident during the interview.
