{"id":2368108,"url":"https://alion.io/job/fixspace-control-centre-operator-contact-centre-operator","title":"Control Centre Operator / Contact Centre Operator","company":{"id":4422484,"name":"Fix Space Recruitment","domain":"fixspace.uk","url":"https://alion.io/company/fixspace","size_band":"1001-5000","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cardiff, United 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holidays.\nLocation\nCounty Hall\nAtlantic Wharf\nCardiff\nCF10 4UW\nPay\nPAYE Rate: £13.45 per hour\nShift allowance and weekend/night enhancements may apply where eligible.\nJob Overview\nCardiff Council is seeking Control Centre Operators / Contact Centre Operators to support the Telecare service.\nThe 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.\nImportant - Please Read Carefully\nThis is a 24/7 Telecare contact centre role.\nCandidates must be able to work unsocial hours, including evenings, weekends, nights, bank holidays and public holidays.\nA Basic DBS check is required.\nKey Responsibilities\nReceive inbound calls\nMake welfare calls\nRespond to emergency calls\nRespond to priority calls\nSupport vulnerable customers\nSupport elderly customers\nHandle council service enquiries\nProvide clear advice\nListen patiently\nShow empathy\nLiaise with care agencies\nLiaise with emergency services\nFollow call guidelines\nUse IT systems\nWork in a team\nSupport customer satisfaction\nFollow safeguarding procedures\nEssential Experience & Skills\nCustomer service experience\nCall handling experience\nContact centre experience\nVulnerable customer support\nEmergency call handling\nWelfare call experience\nCalm under pressure\nStrong communication\nEmpathy and patience\nIT confidence\nTeam working\nDeadline awareness\nFlexible rota working\nWeekend availability\nNight availability\nBasic DBS willingness\nDesirable\nTelecare experience\nControl centre experience\nAdult services experience\nLocal authority experience\nCare agency liaison\nEmergency services liaison\nWelsh language skills\nCommunity language skills\nAdditional Information\nThis service operates 24/7 every day of the year.\nInterview will be held on site at County Hall.\nTarget interview date is 12 October 2026.\nCandidate submission deadline is 08 October 2026.\nMaximum CVs per agency: 8.\nDisclaimer\nOn 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.\nI 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.\nJob Reference: OR117440\nScreening Questions\nCall handling/contact centre experience?\nVulnerable customer experience?\nEmergency/welfare call experience?\nCan you work nights/weekends?\nComfortable with IT systems?\nWilling to complete Basic DBS?\nSkills: Customer Service, Call Handling, Telecare, Contact Centre, Emergency Calls, Welfare Calls, Vulnerable Adults, IT Systems, Safeguarding, Local 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