Careline Services Operator

Careline Services Operator – Birmingham City Council

Visa Sponsorship: Not stated in the job advert. Applicants must provide proof of their right to work in the UK before an employment offer can be confirmed.

Employer: Birmingham City Council
Location: Birmingham, England
Salary: £28,598–£34,434 per year
Contract: Permanent, full-time
Working Hours: 36.5 hours per week
Working Pattern: Rotating shifts, including public and statutory holidays
Closing Date: 23 October 2026
Reference: 323
Sector: Housing / Local Government

About the Role

Birmingham City Council is recruiting a Careline Services Operator to join its Careline Service, helping deliver a 24-hour emergency response service to members of the public.

The successful candidate will work within the Careline Operations Centre, using telephone, radio, voice bank and computerised systems to respond to calls, assess the urgency of situations and ensure that appropriate assistance is provided.

The role involves communicating sensitively with callers, including those experiencing difficult or emergency situations, and passing accurate information to the relevant council teams, contractors and emergency services.

You will also maintain detailed records, follow established emergency procedures and support the effective delivery and ongoing development of the Careline and Out of Hours Emergency Services.

Key Responsibilities

• Operate telephone, radio, voice bank and computerised systems to deliver a responsive emergency service.
• Handle calls professionally and sensitively, gathering information to assess the nature and urgency of each situation.
• Identify genuine emergencies and ensure the appropriate response is arranged.
• Communicate relevant information to contractors, emergency services and other organisations.
• Maintain accurate records of calls, customer information and actions taken using computerised and manual systems.
• Follow established emergency procedures, including the City Disaster Plan and other emergency response arrangements.
• Liaise with council officers, elected Members, contractors and partner organisations regarding emergency calls.
• Assist with the administration of Careline and Out of Hours Emergency Services.
• Adapt to new technology and departmental initiatives while maintaining effective knowledge of operational systems.

Requirements and Skills

Applicants should demonstrate the following:

• Experience delivering responsive customer service, preferably in a Careline, emergency, contact centre, housing or other 24-hour service environment.
• Excellent verbal communication skills, including the ability to ask sensitive questions and communicate clearly with distressed callers.
• The ability to remain calm, assess situations and make effective decisions under pressure.
• Strong listening, questioning and problem-solving skills.
• Good IT skills and confidence using computerised, telephone, radio and other operational systems.
• The ability to maintain accurate records and establish relevant facts quickly.
• Reliability and flexibility to work rotating shifts, including public and statutory holidays.
• A professional, customer-focused approach and the ability to work collaboratively with council colleagues, contractors, emergency services and other partner organisations.

Salary and Employment Benefits

The advertised salary is £28,598–£34,434 per year, with a working week of 36.5 hours.

The position is permanent and full-time. The advertised grade is Grade B, with the salary subject to formal evaluation under the council’s Equal Pay Programme.

Visa Sponsorship and Right to Work

The advert does not confirm whether Birmingham City Council will offer visa sponsorship for this position. Applicants requiring sponsorship should contact the recruitment team to clarify eligibility before applying.

All applicants must provide proof of their right to work in the UK in accordance with Home Office requirements before an employment offer can be confirmed.

Do not assume that sponsorship is available simply because the position is advertised by a local authority.

DBS Check

A Disclosure and Barring Service (DBS) check will be undertaken as part of the recruitment process.

How to Apply

To apply, visit the official vacancy page and complete the online application.

Important: You must upload an up-to-date CV in the attachments section of your application. Birmingham City Council has stated that applications without an attached CV cannot be considered for shortlisting.

For informal enquiries, contact the recruitment team at Resourcing@birmingham.gov.uk.

The council also welcomes requests for reasonable adjustments, accessibility support or other assistance during the recruitment process.

Source: WM Jobs – Birmingham City Council