Telecare Control Centre Operator
| Posting date: | 15 January 2026 |
|---|---|
| Salary: | £13.05 to £16.88 per hour |
| Additional salary information: | Pay Rate: £13.05 PAYE / £16.88 Umbrella |
| Hours: | Full time |
| Closing date: | 14 February 2026 |
| Location: | Cardiff, Cardiff County |
| Remote working: | On-site only |
| Company: | Neway International Ltd |
| Job type: | Contract |
| Job reference: | RQ1677212 |
Summary
Neway International are seeking a Control Centre Operator to join our client based with Cardiff Council.
Location: County Hall, Atlantic Wharf, Cardiff
Hours: 28 per week, rota‑based across a 24/7 service
Pay Rate: £13.05 PAYE / £16.88 Umbrella
About the Client
Cardiff Council’s Telecare service provides essential support to vulnerable and elderly residents across the city. The Control Centre operates 24/7, responding to emergency calls, welfare checks and priority enquiries to ensure residents receive timely, compassionate and effective assistance.
The Role
As a Control Centre Operator, you will be the first point of contact for Telecare users and other council service enquiries. You will handle inbound and outbound calls, respond to emergency and priority situations, and provide clear, accurate advice to customers and partner agencies. This is a fast‑paced, customer‑focused role requiring empathy, calm decision‑making and strong communication skills.
You will work as part of a wider team, following set procedures, using multiple IT systems and ensuring every caller receives a high‑quality, professional service.
Key Responsibilities
Receive and respond to emergency, priority and welfare calls from vulnerable and elderly customers
Provide clear, accurate and meaningful advice to callers across a range of council services
Make outbound welfare calls and follow up on concerns raised
Liaise with internal teams, care agencies, emergency services and partner organisations
Handle sensitive situations with empathy, patience and professionalism
Follow established guidelines for out‑of‑hours calls, including repairs and emergency procedures
Use IT systems, apps and communication tools confidently and accurately
Maintain high levels of customer satisfaction and call resolution
Work as part of a 24/7 rota, including evenings, weekends and bank holidays
Uphold safeguarding responsibilities and report concerns appropriately
Candidate Requirements
Educated to GCSE level (including Maths and English) or equivalent
Strong communication skills across phone, written and face‑to‑face interactions
Ability to work under pressure with confidence, initiative and professionalism
Comfortable using IT systems, software and mobile technology
Caring, empathetic attitude with a commitment to excellent customer service
Ability to work as part of a team and adapt positively to change
Willingness to work unsocial hours as part of a rotating shift pattern
Standard DBS required
Eligibility to work, photo ID and compliance documentation required
Location: County Hall, Atlantic Wharf, Cardiff
Hours: 28 per week, rota‑based across a 24/7 service
Pay Rate: £13.05 PAYE / £16.88 Umbrella
About the Client
Cardiff Council’s Telecare service provides essential support to vulnerable and elderly residents across the city. The Control Centre operates 24/7, responding to emergency calls, welfare checks and priority enquiries to ensure residents receive timely, compassionate and effective assistance.
The Role
As a Control Centre Operator, you will be the first point of contact for Telecare users and other council service enquiries. You will handle inbound and outbound calls, respond to emergency and priority situations, and provide clear, accurate advice to customers and partner agencies. This is a fast‑paced, customer‑focused role requiring empathy, calm decision‑making and strong communication skills.
You will work as part of a wider team, following set procedures, using multiple IT systems and ensuring every caller receives a high‑quality, professional service.
Key Responsibilities
Receive and respond to emergency, priority and welfare calls from vulnerable and elderly customers
Provide clear, accurate and meaningful advice to callers across a range of council services
Make outbound welfare calls and follow up on concerns raised
Liaise with internal teams, care agencies, emergency services and partner organisations
Handle sensitive situations with empathy, patience and professionalism
Follow established guidelines for out‑of‑hours calls, including repairs and emergency procedures
Use IT systems, apps and communication tools confidently and accurately
Maintain high levels of customer satisfaction and call resolution
Work as part of a 24/7 rota, including evenings, weekends and bank holidays
Uphold safeguarding responsibilities and report concerns appropriately
Candidate Requirements
Educated to GCSE level (including Maths and English) or equivalent
Strong communication skills across phone, written and face‑to‑face interactions
Ability to work under pressure with confidence, initiative and professionalism
Comfortable using IT systems, software and mobile technology
Caring, empathetic attitude with a commitment to excellent customer service
Ability to work as part of a team and adapt positively to change
Willingness to work unsocial hours as part of a rotating shift pattern
Standard DBS required
Eligibility to work, photo ID and compliance documentation required