{"id":2409333,"url":"https://alion.io/job/iworkrecruitment-control-centre-operator","title":"Control Centre Operator","company":{"id":4422609,"name":"iWork Recruitment","domain":"iworkrecruitment.uk","url":"https://alion.io/company/iworkrecruitment","size_band":null,"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 Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":17,"max":null,"currency":"GBP","period":"hour","gross":null,"usd_annual":44000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T01:47:34Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-13T23:52:24Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Contract to start ASAP\nDuration: 90 days with a possible extension.\nControl Centre Operator\nCardiff Council\nHours: 7.5 hours per working day\nContract: Temporary, 90 days\nTarget Dates: 26 October 2026 to 23 January 2027\nPay Rate: £17.42 per hour - Umbrella\nPositions Available: 3\nLocation: County Hall, Atlantic Wharf, Cardiff, Glamorgan, CF10 4UW\nHelp Deliver a Reliable and Responsive Council Service\nWe'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.\nThis 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.\nYou'll need strong listening skills, attention to detail, and the ability to remain composed when dealing with urgent or sensitive situations.\nAbout the Role\nAs 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.\nYou'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.\nWhat you'll be doing:\nHandling incoming calls, enquiries, and alerts, providing a professional, courteous, and responsive service.\nGathering accurate information, listening carefully, asking appropriate questions, and establishing the nature of each situation.\nFollowing agreed operating procedures, prioritising tasks within service guidance and escalating urgent or complex matters appropriately.\nLiaising with relevant colleagues, service teams, and authorised contacts, passing on information clearly and coordinating the required response.\nMaintaining accurate and confidential records, documenting calls, incidents, actions taken, and outcomes.\nFollowing up outstanding matters and providing clear handovers, ensuring colleagues understand any further action required.\nUsing telephone and computer systems effectively, maintaining attention to detail while managing competing demands.\nReporting system faults and operational concerns, bringing issues promptly to the attention of the appropriate team.\nRequirements\nWe're looking for organised, dependable, and approachable individuals who can communicate confidently, follow established procedures, and remain calm under pressure.\nYou'll be comfortable handling sensitive information, using computer systems, and working collaboratively to deliver a consistent standard of service.\nYou'll ideally have:\nExperience in a control centre, contact centre, telephone-based customer service, operational support, or a related environment.\nStrong communication and active listening skills, with the ability to gather essential information and explain next steps clearly.\nExperience handling urgent or sensitive enquiries, maintaining a calm and professional approach.\nGood IT and administrative skills, including accurate data entry and maintaining clear records while handling calls.\nStrong organisational skills, with the ability to manage competing priorities and recognise when escalation is necessary.\nAn understanding of confidentiality and professional boundaries, with a commitment to handling information appropriately.\nThe ability to work independently within agreed responsibilities and contribute effectively to a team.\nApplicants 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.\nWhy Apply\nThis 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.\nThe 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.\nAdditional Information\nCustomer: Cardiff Council\nJob Title: Control Centre Operator\nEmployment Type: Temporary\nPositions Available: 3\nJob Location: County Hall, Atlantic Wharf, Cardiff, Glamorgan, CF10 4UW\nHours Per Day: 7.5\nWeekly Hours: To be confirmed\nTarget Start Date: 26 October 2026\nTarget End Date: 23 January 2027\nContract Duration: 90 days\nPay Rate: £17.42 per hour - Umbrella\nWorking Pattern: Working days, shift times, and any evening or weekend requirements to be confirmed\nJob Type: Temporary\nPay: £17.42 per hour - Umbrella\nApplication Questions\nPlease describe your experience in a control centre, contact centre, telephone-based customer service, or a similar environment.\nCan you provide an example of handling an urgent or sensitive enquiry while remaining calm and following the appropriate procedures?\nPlease confirm your current location and your ability to travel reliably to County Hall, Atlantic Wharf, Cardiff.\nAre 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?\nExperience\nControl centre, contact centre, or telephone-based customer service: Desirable.\nHandling sensitive enquiries and coordinating follow-up actions: Desirable.\nUsing computer systems and maintaining accurate records: Desirable.\nWork Authorisation\nUnited Kingdom: Required.\nDisclaimer: 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.\nOR117440-10-26","description_format":"text","description_chars":6016,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T01:47:34Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["conf:1","agency","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":44000,"is_top_pay":false},"html_url":"https://alion.io/job/iworkrecruitment-control-centre-operator","json_url":"https://alion.io/job/iworkrecruitment-control-centre-operator.json","meta":{"generated_at":"2026-10-14T03:49:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5837,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4422609},"rest":"https://alion.io/mcp/rest/get_company?id=4422609"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fiworkrecruitment-control-centre-operator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fiworkrecruitment-control-centre-operator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fiworkrecruitment-control-centre-operator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iworkrecruitment-control-centre-operator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fiworkrecruitment-control-centre-operator"}]}