Job Title: Telecare Customer Service Advisor Directorate: Adult Social Care, Health Integration and Wellbeing Section: Telecare and Lifeline Service Responsible to: Lifeline and Responder Team Leader Grade: Level 6 (plus shift allowances) Job Overview Are you calm under pressure, compassionate, and passionate about helping people when they need it most? We’re looking for a Telecare Customer Service Advisor to join our Telecare and Lifeline Service, supporting vulnerable residents and providing an essential lifeline for those in need of urgent help or reassurance. As a Telecare Customer Service Advisor, you’ll be the first point of contact for emergency calls — handling potentially life-threatening situations, offering calm and reassuring support, and arranging the most appropriate response. You’ll also assist with out-of-hours calls for the City Council, covering a variety of urgent issues, and ensure the welfare and safety of residents across the community. This is a vital role in helping people stay safe, independent, and supported — every day is different, and every call you take makes a real difference. Key Responsibilities Call Handling Answer and triage emergency and non-emergency calls from Telecare and Lifeline clients, ensuring the appropriate support or emergency response is arranged. Provide reassurance and guidance to individuals in distress, helping them stay calm and safe until help arrives. Respond to digital technology activations (such as medication reminders or activity monitoring alerts) and take the necessary action to ensure client safety. Manage calls received through the City Council’s out-of-hours service and partner organisations, using established procedures to assess risk, prioritise response, and dispatch support. Carry out welfare checks proactively to ensure the ongoing safety and wellbeing of clients. Provide lone worker monitoring support for council colleagues and external partners, escalating concerns appropriately. Manage calls for fire alarm activations within City Council properties and sheltered schemes. Handle general public enquiries and process referrals when required. Maintain accurate, up-to-date computer and manual records, ensuring compliance with Data Protection legislation. Offer guidance and advice on City Council policies, procedures, and relevant legislation. Support training for new staff and contribute to service improvements. Business Support Schedule installations, demonstrations, and emergency repairs for Telecare equipment. Undertake regular administrative tasks such as low-battery checks, no-contact reviews, and equipment termination lists. Support financial processes, including handling card payments when required. Technical Knowledge Operate and navigate a range of computerised systems and software packages. Programme, troubleshoot, and repair Telecare and lone worker devices remotely where possible. Log and escalate equipment faults, ensuring customers are kept informed of progress and timescales. Manage keyholding responsibilities for emergency building access and equipment stock. Understand and implement disaster recovery and evacuation procedures as required. Teamwork and Professional Standards Work collaboratively with colleagues, providing thorough handovers between shifts to ensure service continuity. Take responsibility for your own safety and the security of the premises, equipment, and data. Participate in ongoing training, team meetings, and service improvement initiatives. Support “Director on call” procedures during emergency situations when required. About You To be successful in this role, you will need to demonstrate: Excellent communication skills and the ability to remain calm, empathetic, and professional under pressure. Good administrative and organisational skills, with attention to detail and the ability to manage multiple priorities. Strong interpersonal skills, with the confidence to deal with difficult situations and provide reassurance to vulnerable individuals. A methodical approach to work in a fast-paced, demanding environment. Commitment to customer care and the ability to adapt to a variety of service enquiries. Team player with the ability to also work independently and use initiative. Experience working in a customer service, call centre, or similar environment handling complex enquiries. Good IT skills, including experience with Word, Excel, and call handling software. An awareness of Data Protection and confidentiality procedures. First Aid training (or willingness to undertake and maintain certification). Confidence in fulfilling all spoken aspects of the role in English. Why Join Us? Be part of a dedicated team that saves lives and supports vulnerable residents every day. Receive comprehensive training and ongoing professional development. Enjoy varied work where no two days are the same. Work in a supportive environment where teamwork and compassion are valued. Shift allowances included in the pay structure. ? To apply or find out more, please contact John Deane at ? john.deane@servicecare.org.uk ? Referral Bonus: We offer £250 for every successful referral placed into a role — refer a friend today!