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For Companies At a Glance
- Tasks: Respond to emergency calls and support vulnerable customers with care and empathy.
- Company: Join a dedicated team focused on providing essential services to the community.
- Benefits: Flexible shifts, competitive pay, and opportunities for personal growth.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: GCSEs in Maths and English, strong communication skills, and a positive attitude.
- Other info: Work in a dynamic environment with a commitment to teamwork and customer satisfaction.
The predicted salary is between 24000 - 36000 £ per year.
Overview
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.
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 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.
- To receive and respond to issues reported to the contact centre including emergency and priority calls from vulnerable and elderly customers.
- To 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.
- 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 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.
Requirements
- Must have Standard DBS.
- 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.
- 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.
Special Circumstances
The ability to work unsocial hours including evenings, weekends and bank holidays. The post holder will be required to work on a rota basis with a rotating shift pattern across the 24/7 period. Please note that the service is 24/7 every day of the year including Bank Holidays and Public Holidays and will therefore be eligible for appropriate shift allowance and weekend/night enhancements.
Control Centre Operator (Standard DBS Required) in Cardiff employer: TipTopJob
Contact Detail:
TipTopJob Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Control Centre Operator (Standard DBS Required) in Cardiff
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your phone skills! Since you'll be handling calls as a Control Centre Operator, get comfortable with speaking clearly and empathetically. Role-play with friends or family to build your confidence.
✨Tip Number 3
Show off your tech skills! Familiarise yourself with common IT systems and apps used in customer service. Being tech-savvy will give you an edge and show employers you're ready to hit the ground running.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining our team. Plus, it’s a great way to stay updated on any new roles that pop up.
We think you need these skills to ace Control Centre Operator (Standard DBS Required) 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 those emergency calls and support vulnerable customers, so don’t hold back on sharing 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 customers and colleagues alike, so let your personality shine through!
Highlight Your Tech Savviness: As a Control Centre Operator, you'll be using various IT systems and apps. Make sure to mention any relevant tech skills or experiences you have. We love candidates who are comfortable with technology and can adapt quickly to new tools!
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 good to go!
How to prepare for a job interview at TipTopJob
✨Know the Role Inside Out
Before your 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
Since the job involves dealing with vulnerable or elderly customers, practice your active listening skills. During the interview, show that you can listen attentively and respond appropriately. You might even want to prepare examples of how you've successfully handled sensitive situations in the past.
✨Showcase Your Tech Savvy
Being proficient in technology is key for this role. Be ready to discuss your experience with IT systems, programmes, and apps. If you have specific examples of how you've used technology to improve customer service or resolve issues, share those during the interview.
✨Demonstrate Team Spirit
This position requires working as part of a team, so be prepared to talk about your teamwork experiences. Highlight times when you've collaborated with others to achieve a common goal or supported colleagues in challenging situations. This will show that you're a team player who can contribute positively to the Control Centre.
