About

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 accessTo work with colleagues within the Control Centre and other service areas to ensure the highest levels of call resolution and customer satisfactionTo deal with sensitive and emergency situations effectively and efficiently liaising with other customers, care agencies are/or emergency servicesJob Specific RequirementsTo 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