Calm-Response Community Incident Advisor - Temp

The Coal Authority; Mansfield; On-site; GBP 29,000 - 30,000; Full time

Job summary

The Coal Authority in Mansfield is seeking a Community Incident and Support Advisor to provide calm, compassionate help to residents by phone and email. You will gather information, assess urgency, and escalate cases as required, while delivering excellent service in a fast-paced environment.

This temporary contract supports residents across Great Britain and emphasizes empathy, procedure adherence, and clear communication.

Qualifications

• Delivering excellent customer service by phone and email.
• Supporting people in challenging or sensitive situations.
• Gathering accurate information and maintaining detailed records.
• Prioritising enquiries and recognising when issues need escalating.
• Communicating clearly and managing expectations.
• Working in a fast-paced environment while staying organised.
• Using Microsoft Office, including Teams and Excel.

Responsibilities

• Be the first point of contact for residents via phone and email.
• Gather and record information, assess urgency, and escalate where needed.
• Respond empathetically and maintain clear, helpful communication.
• Keep detailed records and manage expectations during incidents and service issues.

Skills

Customer service

Empathy

Clear communication

Information gathering

Record keeping

Time management

Phone & email

Tools

Microsoft Office

Teams

Excel

Job description

The Coal Authority in Mansfield is seeking a Community Incident and Support Advisor to provide calm, compassionate help to residents by phone and email. You will gather information, assess urgency, and escalate cases as required, while delivering excellent service in a fast-paced environment.

This temporary contract supports residents across Great Britain and emphasizes empathy, procedure adherence, and clear communication.