Lifeline Control Operator (exp in Tunstall PNC)
| Posting date: | 20 January 2026 |
|---|---|
| Salary: | £13.90 to £18.08 per hour |
| Additional salary information: | sampaul@newayinternational.co.uk |
| Hours: | Part time |
| Closing date: | 19 February 2026 |
| Location: | Loughborough, Leicestershire |
| Remote working: | On-site only |
| Company: | Neway International Ltd |
| Job type: | Temporary |
| Job reference: | OR21521 |
Summary
Neway International are seeking a Lifeline Control Operator – Admin & Clerical to join our client based with Charnwood Borough Council.
Location: Victoria Street, Loughborough, Leicestershire, LE11 2EP
Hours: 24 hours per week (4‑day rolling shift pattern)
Start Date: 02 March 2026
Duration: 12 Weeks
Pay Rates: PAYE £13.90 per hour / Limited/Umbrella £18.08 per hour
About the Client
Charnwood Borough Council’s Lifeline Service forms part of the Housing, Planning, Regeneration and Regulatory Services directorate. The service provides essential support to elderly and vulnerable customers, enabling them to remain safe and independent in their homes. Working alongside Warden Services, Emergency Call‑out Officers and Repairs teams, Lifeline delivers a responsive, customer‑focused service 24 hours a day, 365 days a year.
The Role
As a Lifeline Control Operator, you will play a vital part in delivering supported housing services to customers with varying support needs, disabilities and medical conditions. You will respond to emergency alarm activations, assess situations, and arrange appropriate assistance from emergency services, next‑of‑kin or Emergency Call‑out Officers. The role also includes handling out‑of‑hours repair requests and general enquiries affecting CBC customers.
This is an office‑based role with some lone working. Full training will be provided. Experience using Tunstall PNC call‑taking systems is essential.
Key Responsibilities
Answer incoming calls promptly, courteously and within target times, ensuring all actions are accurately recorded.
Analyse, input and update customer information, providing associated administrative support.
Liaise with next‑of‑kin, keyholders, emergency services, Emergency Call‑out Officers and other relevant contacts while maintaining confidentiality.
Deliver a high standard of customer care when handling alarm activations and requests for support.
Work closely with Warden Services to ensure seamless service delivery.
Execute Disaster Recovery Plans effectively, including operating from alternative locations when required.
Respond to out‑of‑hours emergency calls and determine appropriate actions in line with procedures.
Manage door‑entry requests, ensuring tenant safety and security.
Prepare clear incident reports for the Control Centre Team Leader.
Provide flexible cover for annual leave and sickness.
Report faults with alarms, intercoms and door‑entry systems to relevant contractors.
Deliver services fairly, without discrimination, and in line with data protection legislation.
Comply with all CBC policies and procedures.
Undertake additional duties appropriate to the grade as required.
Protect and manage information securely, reporting any breaches in line with Council policies.
Candidate Requirements
Experience using Tunstall PNC call‑taking systems (essential).
Strong communication skills with the ability to remain calm under pressure.
Confident decision‑making and problem‑solving abilities.
Ability to work independently, including lone‑working shifts.
Willingness to work a rolling shift pattern and provide cover for colleagues.
Commitment to delivering high‑quality, customer‑focused support.
No DBS required.
Flexibility considered if unable to cover all listed shifts.
Location: Victoria Street, Loughborough, Leicestershire, LE11 2EP
Hours: 24 hours per week (4‑day rolling shift pattern)
Start Date: 02 March 2026
Duration: 12 Weeks
Pay Rates: PAYE £13.90 per hour / Limited/Umbrella £18.08 per hour
About the Client
Charnwood Borough Council’s Lifeline Service forms part of the Housing, Planning, Regeneration and Regulatory Services directorate. The service provides essential support to elderly and vulnerable customers, enabling them to remain safe and independent in their homes. Working alongside Warden Services, Emergency Call‑out Officers and Repairs teams, Lifeline delivers a responsive, customer‑focused service 24 hours a day, 365 days a year.
The Role
As a Lifeline Control Operator, you will play a vital part in delivering supported housing services to customers with varying support needs, disabilities and medical conditions. You will respond to emergency alarm activations, assess situations, and arrange appropriate assistance from emergency services, next‑of‑kin or Emergency Call‑out Officers. The role also includes handling out‑of‑hours repair requests and general enquiries affecting CBC customers.
This is an office‑based role with some lone working. Full training will be provided. Experience using Tunstall PNC call‑taking systems is essential.
Key Responsibilities
Answer incoming calls promptly, courteously and within target times, ensuring all actions are accurately recorded.
Analyse, input and update customer information, providing associated administrative support.
Liaise with next‑of‑kin, keyholders, emergency services, Emergency Call‑out Officers and other relevant contacts while maintaining confidentiality.
Deliver a high standard of customer care when handling alarm activations and requests for support.
Work closely with Warden Services to ensure seamless service delivery.
Execute Disaster Recovery Plans effectively, including operating from alternative locations when required.
Respond to out‑of‑hours emergency calls and determine appropriate actions in line with procedures.
Manage door‑entry requests, ensuring tenant safety and security.
Prepare clear incident reports for the Control Centre Team Leader.
Provide flexible cover for annual leave and sickness.
Report faults with alarms, intercoms and door‑entry systems to relevant contractors.
Deliver services fairly, without discrimination, and in line with data protection legislation.
Comply with all CBC policies and procedures.
Undertake additional duties appropriate to the grade as required.
Protect and manage information securely, reporting any breaches in line with Council policies.
Candidate Requirements
Experience using Tunstall PNC call‑taking systems (essential).
Strong communication skills with the ability to remain calm under pressure.
Confident decision‑making and problem‑solving abilities.
Ability to work independently, including lone‑working shifts.
Willingness to work a rolling shift pattern and provide cover for colleagues.
Commitment to delivering high‑quality, customer‑focused support.
No DBS required.
Flexibility considered if unable to cover all listed shifts.