Control Centre Operator / Contact Centre Operator
Confirmed on the employer's own hiring board on Oct 12, 2026. First seen by Alion on Oct 12, 2026.
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
- Call handling/contact centre experience?
- Vulnerable customer experience?
- Emergency/welfare call experience?
- Can you work nights/weekends?
- Comfortable with IT systems?
- Willing to complete Basic DBS?
Skills: Customer Service, Call Handling, Telecare, Contact Centre, Emergency Calls, Welfare Calls, Vulnerable Adults, IT Systems, Safeguarding, Local Authority