Community Incident and Support Advisor - Temporary until December 2027

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

Community Incident and Support Advisor - Temporary until December 2027

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.

Proud member of the Disability Confident employer scheme

Company Details

Company: The Coal Authority

Salary: £28,657.70 to £30,166 a year

Hours: Full-time

Location: Mansfield, NG18 4RG

Job type: Contract

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.