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- Tasks: Handle incoming calls, triage emergencies, and provide top-notch customer service.
- Company: Join a supportive team at The Best Connection in Rawtenstall.
- Benefits: Earn £12.67 per hour, plus double pay on Bank Holidays and 29 days annual leave.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: GCSEs in English and Maths, customer service experience, and great communication skills.
- Other info: Flexible shifts available with opportunities for career growth and ongoing training.
Location: Rawtenstall (with Agile Working)
Contract Type: Temporary ongoing roles available
Salary: £12.27 - £12.67 per hour (shift depending) + double time on Bank Holidays
Various hours available: All 4 on 4 off 08:00-19:30, 07:00-18:30, 17:00-00:00, 12:30-00:00, 12:30-20:30. Flexibility required for Bank Holidays (paid at double time).
About the Role
The Best Connection are seeking compassionate and professional Contact Centre Operators to join a busy and supportive team in Rawtenstall. As the first point of contact for our clients and service users, you will handle a range of incoming alarms, emergency alerts, and telephone calls - ensuring that every interaction is dealt with efficiently, accurately, and with care. This role involves both Technology Enabled Care (TEC) and Out-of-Hours (OOH) call handling services, triaging calls, coordinating with emergency services and on-call technicians, and ensuring that customers receive a prompt, empathetic, and high-quality service at all times. You will be part of a vital team supporting vulnerable people and ensuring they can live safely and independently.
Key Responsibilities
- Handle inbound calls including emergency, TEC, and OOH repair requests.
- Gather and record accurate information, triage calls, and escalate to emergency services where appropriate.
- Coordinate with field teams, technicians, and on-call staff to ensure timely responses.
- Deliver excellent customer service in every interaction, showing empathy and professionalism.
- Maintain compliance with TSA (Technology Enabled Care Services Association) Quality Standards and KPI targets.
- Escalate concerns, safeguarding issues, and complaints appropriately.
- Work collaboratively with colleagues and management to maintain a high-performing, supportive team environment.
- Maintain good attendance, follow agreed processes, and ensure high service standards are met.
- Contribute to ongoing improvements and professional standards within the Contact Centre.
Health and Safety Responsibilities
- Take care of their own safety and that of others.
- Report any health concerns, hazards, or defects immediately.
- Comply with health and safety procedures at all times.
- Participate in relevant training to ensure safe and competent working practices.
Key Working Relationships
- External: Service users, families, carers, emergency services, and partner agencies.
- Internal: Colleagues, team leaders, managers, and directors across the company.
What We’re Looking For
Essential:
- GCSEs (or equivalent) in English and Maths (minimum Grade C).
- Previous experience in a customer service or contact centre environment.
- Excellent verbal communication and interpersonal skills.
- Empathy, patience, and the ability to remain calm under pressure.
- IT literate and able to manage multiple systems simultaneously.
- Well-organised with the ability to prioritise and work independently.
- Smart, professional appearance and a polite manner.
- Full UK driving licence.
- Flexibility to work shifts and Bank Holidays as required.
Desirable:
- Minimum of 1 year’s experience in Public, Healthcare, TEC, or other service-based industries.
What We Offer
- £12.67 per hour + double time on Bank Holidays.
- 29 days annual leave (including Bank Holidays), increasing to 33 days after 4 years.
- Ongoing training, support, and career development opportunities.
- Friendly, professional team environment.
- Opportunity to make a real difference to people’s lives.
- Temp-to-perm opportunities available for the right candidates.
Additional Information
- DBS Check: This role requires an Enhanced DBS check (renewed every 2 years).
- Training & Development: Annual Personal Development Review and access to training programmes.
- Equal Opportunities: We are proud to be an Equal Opportunities Employer and value diversity in our workforce.
- Information Governance: All employees must adhere to GDPR and company data protection policies.
Ready to Make a Difference? Join our dedicated Contact Centre team in Rawtenstall and be the reassuring voice that makes an impact when it matters most. Apply today to start your journey with us.
Contact Centre Operator - Customer Service employer: The Best Connection
Contact Detail:
The Best Connection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operator - Customer Service
✨Tip Number 1
Get to know the company! Research The Best Connection and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Contact Centre Operator, you'll need to be clear and empathetic. Try role-playing with a friend or family member to get comfortable handling different types of calls.
✨Tip Number 3
Be flexible and ready to adapt! The role requires working various shifts, including Bank Holidays. Show your willingness to work these hours during interviews to demonstrate your commitment.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining our supportive team in Rawtenstall.
We think you need these skills to ace Contact Centre Operator - Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any relevant skills. We want to see how you can bring empathy and professionalism to the role, so don’t be shy about showcasing your strengths!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about helping others and how your previous experiences make you a great fit for our Contact Centre team. Keep it friendly and professional!
Showcase Your Communication Skills: Since this role involves handling calls and interacting with clients, it’s important to demonstrate your excellent verbal communication skills. Use clear and concise language in your application to reflect this ability.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at The Best Connection
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre Operator. Familiarise yourself with handling emergency calls, triaging requests, and coordinating with emergency services. This knowledge will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Empathy
As this role involves supporting vulnerable people, it's crucial to convey your empathetic nature during the interview. Prepare examples from your past experiences where you've shown compassion and professionalism, especially in high-pressure situations. This will highlight your suitability for the position.
✨Practice Your Communication Skills
Excellent verbal communication is key for a Contact Centre Operator. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend or family member to refine your responses and ensure you come across as calm and collected.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you'd handle specific situations, like an emergency call or a difficult customer. Think through potential scenarios beforehand and outline your thought process on how you'd manage them. This preparation will show that you're ready to tackle the challenges of the job.