Job Description

Job Purpose:

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 of the council.

Duties and Responsibilities

To deliver services to customers across a range of services including makingoutbound and receiving inbound 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 Control Centre and other service areas to ensure the highest levels of call resolution and customer satisfaction

Education

& Training

Educated to GCSE standard or equivalent, five GSCE's grade C and above. Two of these GCSE's 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.

To deal with sensitive and emergency situations effectively and efficiently liaising with other customers, care agencies are/or emergency services

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

Corporate Requirements

1.Toparticipateactivelyinsupportingtheprinciplesandpracticeofequalityofopportunity as stated in the Council's Equal OpportunitiesPolicy.

2.To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and to comply with all health and safety legislation asappropriate.

3.To, as a statutory duty, adhere to the Council's Corporate Safeguarding Policy and associated policies and procedures and to report concerns regarding the safety and wellbeing of children or adults at risk. In order to support you in this, you are required to access safeguarding training at the level which is relevant to thispost.

4.To actively support the Council to reduce its carbon emissions and deliver climate resilient services and places.

5.As a term of your 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 within theorganisation.

6.Although you will be provided with a base, you will be required to work from various locations in accordance with the needs of therole.

Control Centre Operator Control Centre Operator Control Centre Operator Control Centre Operator

Job Type: Temp to perm
Contract length: 6 months

Pay: 12.88-13.00 per hour

Experience:

Control Centre Operator: 3 years (required) RQ1639450: 1 year (preferred)
Work Location: In person