Control Centre Operator

3 Months Contract with a Local Authority

Umbrella - £17.42 per hour - Umbrella

Job Purpose

As a Control Centre Operator (Telecare), you will work within Cardiff Council's 24/7 Telecare Control Centre, handling inbound and outbound welfare calls for vulnerable and elderly residents. You will respond to emergency and priority calls, provide advice and reassurance, coordinate support services, and liaise with emergency services, care providers, and council teams to ensure customer safety and wellbeing.

Key Duties/Accountabilities

• Receive and respond to emergency and priority telecare calls.
  
• Make outbound welfare calls to vulnerable and elderly customers.
  
• Provide advice, information, and support regarding council services.
  
• Assess situations and determine appropriate actions.
  
• Handle sensitive and emergency situations calmly and effectively.
  
• Contact emergency services, carers, family members, and partner agencies when required.
  
• Record and update customer information accurately on IT systems.
  
• Work closely with colleagues to achieve high levels of customer satisfaction.
  
• Respond to out-of-hours enquiries relating to council services.
  
• Follow established procedures and service level agreements.
  
• Use telecare systems, call handling software, and council databases.
  
• Identify safeguarding concerns and escalate appropriately.
  
• Support continuous improvement within the service.
  
• Maintain confidentiality and comply with data protection requirements.
  

Essential Experience Required

• Previous Contact Centre, Call Centre, Customer Service, Telecare, Careline, Alarm Monitoring, or Emergency Response experience.
  
• Experience handling telephone enquiries in a fast-paced environment.
  
• Experience dealing with vulnerable customers.
  
• Experience providing excellent customer service.
  
• Experience managing sensitive or difficult situations.
  
• Strong communication and listening skills.
  
• Good IT and data entry skills.
  
• Ability to work under pressure and make decisions quickly.
  
• Ability to work effectively as part of a team.
  

Essential Qualifications Required

• GCSE English and Mathematics (Grade C or equivalent).
  
• Good general level of education.
  
• Right to Work in the UK.
  
• Basic DBS Check.
  

Desirable Skills

• Welsh language skills.
  
• Additional community language skills.
  
• Telecare or Careline experience.
  
• Social Care or Adult Services experience.
  

Additional Information to Note

• Working Pattern: Rotating shift pattern.
  
• 24/7 service operation.
  
• Weekend, evening, night, bank holiday, and public holiday working required.
  
• Enhanced payments for nights and weekends.
  
• Location: County Hall, Atlantic Wharf, Cardiff, CF10 4UW.
  
• On-site interview at County Hall.
  
• Interview Date: 12th October 2026.
  
• Supplier Submission Deadline: 8th October 2026.
  
• We work on bi-weekly payment schedule.
  
• Apply ASAP.