Carelink Operator

Carelink Operator

Location: Derby
Client: Derby City Council
Contract Type: Temporary – 3-months
Salary: £12.22 (PAYE) - £15.66 per hour (Umbrella)
Hours: Full time – 37 hours per week (23:00 – 07:00)
About the Role: Derby Carelink provides a 24/7 telecare monitoring and response service for service users and other callers to the centre. As a Carelink Operator, you will be responsible for handling calls sensitively and professionally, assessing emergency situations, and taking prompt and appropriate action. You will also support the effective running of the service by maintaining systems, equipment, and administrative processes in line with operational standards.

Key Responsibilities

• Provide professional call handling, maintaining confidentiality and responding to emergency telecare calls, assessing urgency and taking appropriate action.
• Operate computerised call handling equipment and portals to TSA (Telecare Services Association) standards.
• Maintain accurate and up-to-date client information systems (manual and computerised).
• Record all calls, incidents, visits, and actions taken by Telecare Support Officers.
• Process customer paperwork and contracts in line with procedures.
• Respond to calls for other out-of-hours council services (e.g., Derby Homes repairs, Design and Property services, Careline, Home First).
• Carry out administrative duties such as filing, word processing, photocopying, scanning, email monitoring, and record-keeping.
• Set up, programme, clean, maintain, and stock-control telecare equipment, including preparing installations and processing faulty equipment returns.
• Monitor lone workers via the Lone Worker Monitoring System and respond accordingly.
• Support the Telecare Team Leader with operational tasks as required.
• Provide initial guidance and support to new employees.
• Test telephones, mobiles, lifting equipment, IT systems, backup services, and allocated laptops on a scheduled basis.
• Ensure compliance with GDPR, confidentiality policies, Health & Safety, and City Council regulations.
• Contribute to customer care, equality and diversity, environmental policies, and value-for-money initiatives.
• Meet Key Performance Indicators (KPIs) and provide documented evidence where targets are not achieved.

Experience & Knowledge

• Previous experience in a call handling or customer service environment, ideally in a telecare or emergency response setting.
• Knowledge of telecare systems, equipment, and portals (desirable).
• Understanding of safeguarding, lone working, and referral processes to external agencies.
• Awareness of GDPR, confidentiality requirements, and data management.
• Familiarity with council services and local authority working practices (desirable).

Skills & Competencies

• Strong communication and listening skills, with the ability to respond sensitively to a diverse customer base.
• Ability to assess urgency, prioritise effectively, and remain calm under pressure.
• Good IT skills, with experience using call handling systems and Microsoft Office.
• Strong attention to detail and accuracy in data entry and record-keeping.
• Organisational skills to manage shifts, workloads, and competing priorities.
• Team player with the ability to work independently and adapt to service changes.

Additional Requirements

• Commitment to equality, diversity, and community cohesion.
• Willingness to attend meetings, training, and development activities, including on non-designated working days.
• Ability to manage own performance to meet service and organisational targets.

If you are interested in the role and would like to contact me for further information on the role you can contact myself on the details below.

At Service Care Solutions we also offer a £250 bonus for referrals! If you think you know someone who would be ideal for this role and they are placed in the job you will then receive £250 at the end of their probationary period.

To apply for this role, or to refer someone else, then please do not hesitate to contact Jack at Service Care Solutions on 01772208964 or email on Jack.Lonsdale@Servicecare.org.uk