Control Centre Operator - Cardiff, United Kingdom - Akton Recruitment Ltd

Akton Recruitment Ltd

Verified Company

Cardiff, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Control Centre Operator
Akton Recruitment has a Control Centre Operator in Cardiff
The role requires an standard DBS check.

The post holder will be required to work on 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 andwill therefore be eligible for appropriate shift allowance and weekend/night enhancements.

With enhancements considered the estimated pay roughly equates to a staff member working 37 hours per week at grade 4.

There is also availability for additional hours/overtime.
Control Centre Operator

Job Purpose:

The Contact 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 includinglone working, virtual concierge and CCTV monitoring.

The position is a joint Telecare and CCTV Operator role.

Responsibilities:

To deliver services to customers across a range of services including making outbound welfare calls 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 Contact Centre and other service areas to ensure the highest levels of call resolution and customer satisfaction
To have an understanding and knowledge of technology used within the centre for lone working devices and CCTV images
To deal with sensitive and emergency situations effectively and efficiently liaising with other customers, care agencies are/or emergency services
To take responsibility and follow protocols for virtual concierge requests, capturing and utilising CCTV images and any emergency requests for lone working devices/antisocial behaviour.

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 customer 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