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.
Duties and Responsibilities
To deliver services to customers across a range of services including making outbound 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 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.
To deal with sensitive and emergency situations effectively and efficiently liaising with other customers, care agencies are/or emergency services.
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 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.
Requirements
Must have Standard DBS.
Educated to GCSE standard or equivalent, five GSCE’s grade C and above. Two of these GCSE’s must include Mathematics and English.
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.
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.
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.
Special Circumstances
The ability to work unsocial hours including evenings, weekends and bank holidays.
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.
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