Community Incident And Support Advisor - Temporary Until December 2027

Thecoalauthority; Mansfield; On-site; GBP 23,000 - 27,000; Full time

Job summary

Thecoalauthority is seeking a calm, compassionate Community Incident and Support Advisor to support residents across Great Britain. You will handle high-priority enquiries by phone and email, gather details, assess urgency, and escalate where needed.

In this temporary role, you’ll work in a fast-paced environment, stay organised, and use MS Office tools (Teams and Excel) to maintain accurate records while delivering clear, empathetic service.

Qualifications

• Experience delivering customer service by phone and email.
• Ability to remain calm in sensitive situations.
• Strong information gathering and record-keeping.

Responsibilities

• Be the first point of contact for residents.
• Gather and record information, assess urgency.
• Escalate issues as required.
• Communicate clearly and manage expectations.
• Maintain organised records in a fast-paced environment.

Skills

Customer service

Empathy

Information gathering

Urgency assessment

Communication

Organization

Tools

Microsoft Teams

Excel

Microsoft Office

Job description

Could you be the calm, reassuring voice someone needs when it matters most?

We're looking for a customer-focused professional to support residents affected by incidents, urgent service issues and high-priority enquiries.

As a Community Incident & Support Advisor, you'll be the first point of contact for residents, providing clear, compassionate support by phone and email. You'll gather and record information, assess urgency, manage expectations, and ensure issues are escalated quickly when needed.

We're looking for someone with experience of:

• 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

You don't need incident response experience. We're looking for someone who stays calm under pressure, communicates with empathy, follows procedures and genuinely wants to help people when they need support most.

This is a temporary opportunity to make a real difference for residents across Great Britain.

Take a look at the job description to find out more.

Community Incident and Support Advisor - Temporary until December 2027 Mansfield, East Midlands, UK