SENIOR CALL MONITORING OPERATOR

Care Connect is a regional call monitoring service answering alarm calls raised via 24 hour assistive technology. It provides support for approximately 20,000 of vulnerable adults living in their own homes or in group schemes across North and mid Wales. In addition it provides other contact centre services e.g. out of hours service and lone working monitoring for local authority departments. The service operates from 2 sites in Llangefni and Colwyn Bay. It is managed as a single service by Conwy County Borough Council on behalf of a regional partnership consisting of 5 North Wales authorities.

You will be expected to maintain a high level of customer care by answering calls, ascertaining their nature and taking appropriate action to ensure that the caller receives assistance. You will also be expected to appropriately record activity, run reports and update information held for the purpose of operating the service.

You will be required to undertake a Disclosure check by the Criminal Records Bureau

The ability to communicate through the medium of English and Welsh is essential.

Mae Galw Gofal yn wasanaeth monitro galwadau rhanbarthol sy’n ateb galwadau larwm sy’n cael eu canu gyda thechnoleg gynorthwyol 24 awr y dydd. Mae’n darparu cymorth i tua 20,000 o oedolion diamddiffyn sy’n byw yn eu cartref eu hunain neu mewn cynlluniau grŵp ar draws gogledd a chanolbarth Cymru. Mae hefyd yn darparu gwasanaethau eraill canolfan gyswllt e.e. gwasanaeth tu allan i oriau arferol a monitro gwaith unigol ar gyfer adrannau awdurdodau lleol. Mae’r gwasanaeth yn gweithredu o 2 safle yn Llangefni a Bae Colwyn. Mae’n cael ei reoli fel un gwasanaeth gan Gyngor Bwrdeistref Sirol Conwy ar ran partneriaeth ranbarthol yn cynnwys 5 awdurdod Gogledd Cymru.

Bydd disgwyl i chi gynnal lefel uchel o ofal cwsmer drwy ateb galwadau, penderfynu ar eu natur a chymryd camau priodol i sicrhau bod y galwr yn derbyn cymorth. Bydd disgwyl i chi hefyd gofnodi gweithgarwch yn briodol, creu adroddiadau a diweddaru gwybodaeth a gedwir i bwrpas gweithredu’r gwasanaeth.

Bydd angen gwiriad uwch y Swyddfa Cofnodion Troseddol ar yr ymgeiswyr llwyddiannus

Byddai’r gallu i gyfathrebu yn Gymraeg a Saesneg yn hanfodol.