Careline Services Operator

We're looking for a calm, responsive and customer-focused Careline Services Operator to join Birmingham City Council's Careline Service and support the delivery of a 24-hour emergency response service. You'll operate a range of telephone, radio, voice bank and computerised systems within the Operations Centre, responding to calls and assessing the level of urgency to ensure the appropriate response is provided. You'll communicate sensitively with callers, often in challenging or emergency situations, and ensure accurate information is passed to the relevant service or contractor. This is a varied role where you'll work closely with members of the public, Council colleagues, contractors and emergency services. You'll also maintain accurate records, follow established emergency procedures and contribute to the effective operation and development of the Careline and Out of Hours Emergency Services.

What you'll be doing

• Operate telephone, radio, voice bank and computerised systems within the Careline Operations Centre to provide an effective and responsive emergency service.
• Respond sensitively and professionally to callers, gathering accurate information to assess the nature and urgency of situations and determine the appropriate response.
• Communicate relevant information to contractors, emergency services and other appropriate organisations, ensuring genuine emergency repairs and responses are dealt with effectively.
• Maintain accurate and comprehensive records of calls, customer information and actions taken, using computerised and manual recording systems.
• Follow established procedures, including the City Disaster Plan and other emergency response arrangements, and take appropriate action when required.
• Liaise effectively with Council officers, elected Members, contractors and other partners regarding emergency calls, and assist with the wider administration of the Careline and Out of Hours Emergency Service.
• Work positively with new technology and departmental initiatives, contributing to the continued development of the service and maintaining effective working knowledge of Operations Centre systems. Experience of providing a responsive customer service, ideally within a Careline, emergency, contact centre, housing or other 24-hour service environment.
• Excellent verbal communication skills, with the ability to sensitively question callers, establish key information and communicate clearly in potentially difficult or distressing situations.
• The ability to remain calm and make effective decisions under pressure, particularly when assessing whether a situation constitutes a genuine emergency.
• Strong listening, questioning and problem-solving skills, with the ability to quickly establish the facts and determine the appropriate course of action.
• Good IT skills and the ability to confidently operate a range of computerised, telephone, radio and other operational systems while maintaining accurate records.
• A reliable and flexible approach to working, with the ability to work effectively as part of a 24-hour, rotating shift service, including public and statutory holidays.
• A strong commitment to providing a professional and supportive service to customers, with the ability to work collaboratively with Council colleagues, contractors, emergency services and other statutory and voluntary organisations. Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence.

There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:

• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.

We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.

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