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Open nowFirst seen 42 hours ago

Control Centre Operator / Contact Centre Operator

Fix Space155 open roles

Where
Cardiff, United Kingdom
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Your applicationOpen nowControl Centre Operator / Contact Centre OperatorFix Space · Cardiff, United Kingdom

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  6. 45.1%60 days
This job: first seen 42 hours ago

The posting

Control Centre Operator / Contact Centre Operator

Temporary Contract

Job Details

Client: Cardiff Council Service Area: Telecare / Adult Services Hours: 28 hours per week Start Date: 26 October 2026 End Date: 23 January 2027 Duration: Approximately 13 weeks / 90 days Number of Roles: 3

Working Pattern

Rota basis across a 24/7 service. Includes weekends, nights, bank holidays and public holidays.

Location

County Hall Atlantic Wharf Cardiff CF10 4UW

Pay

PAYE Rate: £13.45 per hour

Shift allowance and weekend/night enhancements may apply where eligible.

Job Overview

Cardiff Council is seeking Control Centre Operators / Contact Centre Operators to support the Telecare service.

The role involves receiving and responding to emergency and priority calls from vulnerable and elderly customers, making welfare calls, handling council service enquiries, and liaising with care agencies, council teams and emergency services where required.

Important – Please Read Carefully

This is a 24/7 Telecare contact centre role.

Candidates must be able to work unsocial hours, including evenings, weekends, nights, bank holidays and public holidays.

A Basic DBS check is required.

Key Responsibilities

  • Receive inbound calls
  • Make welfare calls
  • Respond to emergency calls
  • Respond to priority calls
  • Support vulnerable customers
  • Support elderly customers
  • Handle council service enquiries
  • Provide clear advice
  • Listen patiently
  • Show empathy
  • Liaise with care agencies
  • Liaise with emergency services
  • Follow call guidelines
  • Use IT systems
  • Work in a team
  • Support customer satisfaction
  • Follow safeguarding procedures

Essential Experience & Skills

  • Customer service experience
  • Call handling experience
  • Contact centre experience
  • Vulnerable customer support
  • Emergency call handling
  • Welfare call experience
  • Calm under pressure
  • Strong communication
  • Empathy and patience
  • IT confidence
  • Team working
  • Deadline awareness
  • Flexible rota working
  • Weekend availability
  • Night availability
  • Basic DBS willingness

Desirable

  • Telecare experience
  • Control centre experience
  • Adult services experience
  • Local authority experience
  • Care agency liaison
  • Emergency services liaison
  • Welsh language skills
  • Community language skills

Additional Information

This service operates 24/7 every day of the year.

Interview will be held on site at County Hall.

Target interview date is 12 October 2026.

Candidate submission deadline is 08 October 2026.

Maximum CVs per agency: 8.

Disclaimer

On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.

I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.

Job Reference: OR117440

Screening Questions

  1. Call handling/contact centre experience?
  2. Vulnerable customer experience?
  3. Emergency/welfare call experience?
  4. Can you work nights/weekends?
  5. Comfortable with IT systems?
  6. Willing to complete Basic DBS?

Skills: Customer Service, Call Handling, Telecare, Contact Centre, Emergency Calls, Welfare Calls, Vulnerable Adults, IT Systems, Safeguarding, Local Authority

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