Summary:

Responsibilities:

• Respond to Lifeline clients and Council Out of Hours emergencies, providing reassurance and making necessary referrals.
  
• Conduct proactive calls to support individual well-being and promote a preventative approach.
  
• Collaborate with social care assessment and installation teams to enhance Lifeline and Telecare services.
  
• Handle calls from dispersed alarms, prioritising based on risk and following agreed procedures.
  
• Support Social Care services during daytime and manage emergencies when the Contact Centre is closed.
  
• Monitor and maintain telecare units, updating client and equipment details in databases.
  
• Act as a representative for other Council divisions during out-of-office hours.
  
• Manage emergency calls for Registered Social Landlords following established procedures.
  
• Monitor lone workers and respond appropriately in emergencies.
  
• Handle misdirected calls, ensuring details are passed to the relevant service areas.
  
• Assist with the maintenance and testing of service equipment.
  
• Monitor the Piper Network Computer for faults and report them to relevant parties.
  
• Perform general office administration, ensuring accurate recording and handover of information.
  
• Monitor severe weather warnings and inform key officers as required.
  
• Follow emergency procedures to ensure service continuity and minimize customer risk.
  
• Adhere to allocated shift patterns and Health & Safety protocols.
  
• Be flexible with shift changes and work cooperatively to meet service priorities.
  
• Undertake additional duties as required by the Service Director or as development opportunities arise.
  
• Protect children and vulnerable adults by reporting any concerns to a line manager.
  

• Knowledge/Education:
  
  • Commitment to continuous professional development.
    
  • Understanding of e-services and web development within the Council.
    
  • NVQ in Customer Services.
    
  • Welsh speaker (desirable)
    

• Experience:
  
  • Experience in customer service and using IT applications (including Microsoft suite).
    
  • Experience in interacting with colleagues and working in Contact Centres.
    

• Competencies:
  
  • Working with Others: Understands team roles and supports colleagues, especially new members.
    
  • Communicating Effectively: Shares accurate information and actively listens.
    
  • Meeting Customers' Needs: Resolves queries quickly and anticipates customer needs.
    
  • Demonstrating Technical Ability: Maintains accuracy, understands data protection.
    
  • Achieving Results: Punctual, takes initiative, and prioritises tasks effectively.
    
  • Demonstrating Professionalism: Represents the Council with pride, resilient under pressure.