Telecare Control Centre Operator

Neway International are seeking a Control Centre Operator to join our client based with Cardiff Council.

Location:

County Hall, Atlantic Wharf, Cardiff

Hours:

28 per week, rota‑based across a 24/7 service
Pay Rate: £13.05 PAYE / £16.88 Umbrella

Cardiff Council’s Telecare service provides essential support to vulnerable and elderly residents across the city. The Control Centre operates 24/7, responding to emergency calls, welfare checks and priority enquiries to ensure residents receive timely, compassionate and effective assistance.

As a Control Centre Operator, you will be the first point of contact for Telecare users and other council service enquiries. You will handle inbound and outbound calls, respond to emergency and priority situations, and provide clear, accurate advice to customers and partner agencies. This is a fast‑paced, customer‑focused role requiring empathy, calm decision‑making and strong communication skills.

You will work as part of a wider team, following set procedures, using multiple IT systems and ensuring every caller receives a high‑quality, professional service.

• Receive and respond to emergency, priority and welfare calls from vulnerable and elderly customers
• Provide clear, accurate and meaningful advice to callers across a range of council services
• Make outbound welfare calls and follow up on concerns raised
• Liaise with internal teams, care agencies, emergency services and partner organisations
• Handle sensitive situations with empathy, patience and professionalism
• Follow established guidelines for out‑of‑hours calls, including repairs and emergency procedures
• Use IT systems, apps and communication tools confidently and accurately
• Maintain high levels of customer satisfaction and call resolution
• Work as part of a 24/7 rota, including evenings, weekends and bank holidays
• Uphold safeguarding responsibilities and report concerns appropriately

• Educated to GCSE level (including Maths and English) or equivalent
• Strong communication skills across phone, written and face‑to‑face interactions
• Ability to work under pressure with confidence, initiative and professionalism
• Comfortable using IT systems, software and mobile technology
• Caring, empathetic attitude with a commitment to excellent customer service
• Ability to work as part of a team and adapt positively to change
• Willingness to work unsocial hours as part of a rotating shift pattern
• Standard DBS required
• Eligibility to work, photo  compliance documentation required