Control Centre Operator

Contract to start ASAP

Duration: 90 days with a possible extension.

Control Centre Operator

Cardiff Council

Hours: 7.5 hours per working day

Contract: Temporary, 90 days

Target Dates: 26 October 2026 to 23 January 2027

Pay Rate: £17.42 per hour - Umbrella

Positions Available: 3

Location: County Hall, Atlantic Wharf, Cardiff, Glamorgan, CF10 4UW

Help Deliver a Reliable and Responsive Council Service

We're recruiting three calm, reliable, and customer-focused Control Centre Operators to support Cardiff Council, helping ensure incoming calls, alerts, and service enquiries are handled promptly and professionally.

This role combines telephone communication, incident reporting, accurate record keeping, and coordination with colleagues and relevant service teams. You'll gather essential information, follow established procedures, and help ensure issues are directed to the appropriate people for action.

You'll need strong listening skills, attention to detail, and the ability to remain composed when dealing with urgent or sensitive situations.

About the Role

As a Control Centre Operator, you'll support the day-to-day operation of the control centre, responding to enquiries and alerts, recording information accurately, and coordinating appropriate follow-up.

You'll communicate clearly with callers and colleagues, recognise when an issue needs to be escalated, and provide effective handovers so that outstanding matters are not overlooked.

What you'll be doing:

• Handling incoming calls, enquiries, and alerts, providing a professional, courteous, and responsive service.
• Gathering accurate information, listening carefully, asking appropriate questions, and establishing the nature of each situation.
• Following agreed operating procedures, prioritising tasks within service guidance and escalating urgent or complex matters appropriately.
• Liaising with relevant colleagues, service teams, and authorised contacts, passing on information clearly and coordinating the required response.
• Maintaining accurate and confidential records, documenting calls, incidents, actions taken, and outcomes.
• Following up outstanding matters and providing clear handovers, ensuring colleagues understand any further action required.
• Using telephone and computer systems effectively, maintaining attention to detail while managing competing demands.
• Reporting system faults and operational concerns, bringing issues promptly to the attention of the appropriate team.

Requirements

We're looking for organised, dependable, and approachable individuals who can communicate confidently, follow established procedures, and remain calm under pressure.

You'll be comfortable handling sensitive information, using computer systems, and working collaboratively to deliver a consistent standard of service.

You'll ideally have:

• Experience in a control centre, contact centre, telephone-based customer service, operational support, or a related environment.
• Strong communication and active listening skills, with the ability to gather essential information and explain next steps clearly.
• Experience handling urgent or sensitive enquiries, maintaining a calm and professional approach.
• Good IT and administrative skills, including accurate data entry and maintaining clear records while handling calls.
• Strong organisational skills, with the ability to manage competing priorities and recognise when escalation is necessary.
• An understanding of confidentiality and professional boundaries, with a commitment to handling information appropriately.
• The ability to work independently within agreed responsibilities and contribute effectively to a team.

Applicants should have the right to work in the UK, be available for the stated assignment period, and be able to attend the required work location. Applicants should also be prepared to provide references and complete any pre-employment checks required for the assignment.

Why Apply

This is an opportunity to contribute to a responsive Council service, using your communication and organisational skills to help ensure enquiries and incidents receive appropriate attention.

The role offers varied work across telephone support, operational coordination, record keeping, and teamwork, providing an opportunity to apply your customer service experience within a control centre environment.

Additional Information

Customer: Cardiff Council

Job Title: Control Centre Operator

Employment Type: Temporary

Positions Available: 3

Job Location: County Hall, Atlantic Wharf, Cardiff, Glamorgan, CF10 4UW

Hours Per Day: 7.5

Weekly Hours: To be confirmed

Target Start Date: 26 October 2026

Target End Date: 23 January 2027

Contract Duration: 90 days

Pay Rate: £17.42 per hour - Umbrella

Working Pattern: Working days, shift times, and any evening or weekend requirements to be confirmed

Job Type: Temporary

Pay: £17.42 per hour - Umbrella

Application Questions

• Please describe your experience in a control centre, contact centre, telephone-based customer service, or a similar environment.
• Can you provide an example of handling an urgent or sensitive enquiry while remaining calm and following the appropriate procedures?
• Please confirm your current location and your ability to travel reliably to County Hall, Atlantic Wharf, Cardiff.
• Are you available for the assignment from 26 October 2026 to 23 January 2027, working 7.5 hours per working day, subject to the confirmed working pattern?

Experience

Control centre, contact centre, or telephone-based customer service: Desirable.

Handling sensitive enquiries and coordinating follow-up actions: Desirable.

Using computer systems and maintaining accurate records: Desirable.

Work Authorisation

United Kingdom: Required.

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 iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

OR117440-10-26