Control Centre Operator

Progress Housing Group
Leyland, Lancashire
20,203-23,768 pro rata
12 Jun 2017
23 Jun 2017
Contract Type
Part Time

We currently have vacancies for the following positions:

Control Centre Operator x 2 - Part Time - 24 hours per week (Permanent)

Control Centre operator x 1 - Part Time - 18 hours per week (Temporary - on a 12 month Fixed Term Contract to cover a period of Maternity Leave.)

You will be required to work 24 hours per week (18 hours per week for the Temporary position) covering; days, weekends, evening and night shifts between Monday to Sunday. Shifts will be allocated over a 6 week rota.  There will be an initial 6 week training period, during this period you will be paid 9.35 per hour.  On completion of training the hourly rate will rise to 10.68 per hour.

The Control Centre team work in a busy, fast paced environment and they are responsible for the provision of a 24-hour emergency answering service to residents of Independent Living Schemes, many external contracts such as Eden Independent Living and Regenda Housing and our own Progress Lifeline and Telecare customers who are linked to the Control Centre with their emergency equipment.

Our Operators are required to provide a professional service and demonstrating empathy for the customer when establishing the reason for their call. Our Operators are required to confidently escalate as appropriate to a number of services including the Emergency services and Doctors, carers, contacts and family members. Many of the calls are life critical and require an immediate response.

In addition, our Control Centre Operators are responsible for co-coordinating various out-of-hours services including emergency housing repairs, enquiries from our Lincolnshire Hospital development and referrals from various Local Authorities for homeless assistance.

The successful candidate will have previous emergency control room or customer service experience, excellent keyboard, IT and communication skills. You will be expected to have an empathy and understanding of the vulnerable needs of our customers and provide an efficient response to incoming calls.

We seek to provide our customers with a professional, caring service at a time when they need emergency assistance. You must be able to manage priorities, work under pressure and show initiative in responding to the needs of our customers.

The Control Centre is a 365 day and night service. Weekend and bank holiday working is a requirement of the job, as well as covering additional hours at short notice.

If you are looking for a challenging but rewarding role and are able to work on your own initiative and be self-motivating, then we are looking for you!