Community Incident and Support Advisor - Temporary until December 2027

UK Ministry of Defence; Mansfield; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Pension

Annual leave

Learning & development

Wellbeing support

Job summary

Mining Remediation Authority is seeking a temporary Community Incident & Support Advisor to provide frontline contact with residents affected by incidents, handling enquiries via phone and email with calm, clear and compassionate support.

You will gather information, assess needs and risks, escalate where appropriate, and record details accurately to enable swift incident response. The role is hybrid in Mansfield, about two days in the office.

Qualifications

• Experience providing front-line customer service by phone and email.
• Able to handle worried or frustrated residents with empathy.
• Ability to ask questions and gather complete information and escalate when needed.
• Proficient with Microsoft Office applications including Teams and Excel.

Responsibilities

• Listen to residents and gather and verify information.
• Assess needs and risks and provide clear, calm support.
• Record incident details accurately for escalation or follow-up.
• Escalate urgent or safety-related issues to the incident-response team.
• Manage workload and follow procedures while staying organized and detail-oriented.

Skills

Front-line service

Customer service

Empathy

Communication

Information gathering

Problem escalation

Office software

Tools

Microsoft Teams

Excel

Microsoft Office

Job description

About You

Could you be the calm, reassuring voice a resident needs when it matters most? Can you bring empathy, clarity and confidence when supporting residents? Are you ready to make a real difference as part of a fast-paced incident response team?

If so, read on.

We're looking for someone with experience of:

• Providing front-line customer service by telephone and email.
• Supporting people who may be worried, frustrated or affected by disruption.
• Asking appropriate questions and recording complete, accurate information.
• Assessing urgency and recognising when an issue needs to be escalated.
• Explaining information clearly, managing expectations and keeping people updated.
• Managing competing enquiries while remaining organised and attentive to detail.
• Using Microsoft Office, including Teams and Excel, confidently.

You do not need to have worked in incident response before. What matters is that you have experience of handling challenging customer situations with patience and empathy, while following procedures and knowing when to seek support.

About The Role

This is a temporary, front-line role supporting residents affected by incidents, urgent service issues and high-priority enquiries.

As a Community Incident & Support Advisor, you'll often be a resident's first point of contact with the Mining Remediation Authority. Working across telephone and email, you'll listen carefully, gather and verify information, assess needs and risks, and provide clear, calm and compassionate support.

You’ll record incident details accurately so they can be escalated or followed up effectively. Where an issue is urgent, complex, technical or safety-related, you'll make sure it reaches the appropriate incident-response team quickly.

Priorities may change quickly, so you'll need to manage your workload, follow agreed procedures and maintain accuracy when working under pressure. Throughout, you'll help residents feel listened to, informed and treated with respect.

This is a great opportunity for someone who communicates with empathy, remains calm in challenging situations and wants to make a positive difference for residents when support matters most.

Role location

Mansfield (Hybrid Working - average of 2 days per week in our Mansfield Office)

Schedule

Application closing date: 8 November 2026

Sifting date: 9 November 2026

Interviews: w/c 16 November 2026

Security

Successful candidates must pass basic security checks and will be subject to UK Immigration requirements.

About Mining Remediation Authority

Why join us?

Make a real difference with flexibility, long-term security and support for life outside work.

At the Mining Remediation Authority, you'll do meaningful work that improves people's lives and protects the environment, while building a sustainable and balanced career.

• Flexibility that fits your life - hybrid working and flexibility in how you manage your time
• Financial security for your future - including a pension with up to 29% employer contribution
• Time to recharge - 27.5 days' annual leave plus bank holidays, with options to flex more days
• Support through life's big moments - generous family leave and flexibility when you need it most
• Opportunities to grow - funded learning, development and professional subscriptions
• Wellbeing support you can use every day - including a monthly wellbeing allowance, confidential support and practical health benefits

Find out more about our full range of benefits and what it's like to work with us here Life page

About us

At the Mining Remediation Authority, we make a real difference to people and places across Great Britain. From managing mining hazards to protecting the environment, our work keeps communities safe. We're also playing an exciting role in the future of energy, helping to unlock mine water heat as a sustainable source to support the UK's net zero ambitions. Our people are knowledgeable, collaborative and committed to doing the right thing for each other and for the communities we serve.

Why this matters

You’ll be joining an organisation that's proud of the impact we make. We're supportive, inclusive and genuinely care about delivering the right outcomes for communities across England, Scotland and Wales. Discover more about our work in our Business Plan

Inclusion matters to us

We're committed to building a workforce that reflects the diversity of the communities we serve, and we welcome applications from everyone.

We offer a guaranteed interview scheme for disabled applicants and those from minority ethnic backgrounds who meet the minimum criteria.

If you need any adjustments as part of the recruitment process, please contact us at [email protected] or call 01623 637000 we're here to support you.