Control Centre Operator Grade 4

Job Description

Job Title : Control Centre Operator Grade 4
Job Category : Construction Trades & Operatives
Location : Willcox House, Cardiff Council
Hours Per Week : 28.00
Start Date : immediate Start
Start Time : 09:00
End Time : 21:00
Salary: £11.39

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 and will 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.

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 including lone working, virtual concierge and CCTV monitoring.

The position is a joint Telecare and CCTV Operator role.

Duties and 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/anti-social 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

Other relevant information on skills and abilities are below

YOU DO NOT HAVE TO MEET THESE REQUIREMENTS BUT IF YOU DO, PLEASE TELL US How Assessed
Application Form or Interview or Both
Competencies (as per Behavioural Competency Framework)
Putting Our Customers First
• Seek to understand our customer needs
• Asking for customer feedback
• Using feedback to inform our actions, priorities and recommendations

Getting Things Done
• Ensuring own and, where applicable, others’ outputs meet requirements
• Identifying and communicating priorities to relevant people
• Identifying where the right resources and skills are available

Taking Personal Responsibility
• Being consistent and fair in dealings with others
• Rectifying errors and seeking appropriate guidance and support to correct them
• Sharing of all relevant information with others

Seeking to understand others and treating them with respect
• Asking about others’ views and feelings, and actively listening and acknowledging these
• Acknowledging and considering the different views and ideas of others
• Checking own understanding of how others fee

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.
The ability to understand, speak and write Welsh. Application Form & Certification where required
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.
Experience of delivering customer focused information.
Application Form, Task and Interview

Skills and
Abilities
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 I.T systems, programmes and apps.
Demonstrates the ability to work as part of a team, showing a willingness to assist others and a commitment to meeting the objectives of the team
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

Application Form, Task and Interview