RQ1771921 – Control Centre Operator

Work Pattern: Monday to Friday 9am to 5pm

PAYE Pay Rate: £13.91 per hour

Main Purpose of the Role

The Control Centre Operator is responsible for providing a reliable, responsive and sensitive service to residents using the Council’s sheltered housing support service. The role involves responding to emergency calls, arranging appropriate assistance, maintaining accurate records and ensuring residents receive the support they need to remain safe and independent.

Typical Day Overview

• Answering calls from residents connected to the Control Centre and responding to emergencies.

• Arranging appropriate assistance, such as contacting an ambulance or booking an emergency visit.

• Activating emergency procedures when required.

• Contacting residents to check their wellbeing and ensure their details are up to date.

• Maintaining accurate records of calls, incidents, residents and equipment.

• Responding to enquiries from prospective new clients.

• Programming equipment for installation and upgrades.

• Attending residents’ properties when necessary to assist with emergencies, equipment installation or repairs.

Key Skills and Responsibilities

• Customer Service: Provide a friendly, professional and sensitive service to residents.

• Emergency Response: Assess calls and take appropriate action in line with policies and procedures.

• Communication: Communicate clearly with residents, emergency services and other relevant teams.

• Record-Keeping: Maintain accurate and up-to-date records of residents, incidents and equipment.

• Organisation: Manage incoming calls, prioritise urgent situations and coordinate appropriate support.

• Equipment Management: Programme, install, upgrade and assist with repairs to relevant equipment.

• Resident Welfare: Contact residents regularly and help ensure their information and support arrangements remain current.

• Confidentiality: Handle residents’ personal and sensitive information appropriately.

Essential Requirements

• Previous experience in customer service, a call centre, control room or a similar support role would be beneficial.

• Excellent communication and telephone skills.

• Ability to remain calm and make appropriate decisions during emergencies.

• Good organisational skills and attention to detail.

• Ability to maintain accurate records and follow procedures.

• A full, valid UK driving licence is required.

• Willingness to travel to residents’ properties when required to respond to emergencies or assist with equipment.