Control Centre Operator (Grade 4) - Telecare

Who You Are

You are a dedicated and compassionate individual, committed to providing high-quality services to vulnerable populations. With strong communication skills, you are able to empathize and convey a genuine desire to help customers in diverse and sometimes urgent situations. You thrive in a team-oriented environment and are adaptable to change, ready to work in a rotating shift pattern including nights, weekends, and public holidays.

What the Job Involves

The Contact Centre Operator at Telecare is responsible for managing inbound and outbound calls, including emergency and priority calls from vulnerable or elderly customers. The role involves collaboration with colleagues both within the Control Centre and across other service areas to ensure high levels of customer satisfaction and efficient resolution of queries. You will adhere to set guidelines, utilize current technology to enhance customer service, and contribute to the continuous improvement of operations.

Skills

• Effective communication and interpersonal skills
• Ability to work under pressure and manage emergencies
• Proficiency in IT systems and applications
• Teamwork and collaboration
• Problem-solving and decision-making abilities
• Flexibility to work unsociable hours
• Welsh language skills (desirable)