Customer Enabling Services Advocate

Sunderland City Council; Sunderland; Sur place; GBP 27 000 - 29 000; Plein temps

Résumé du poste

Sunderland City Council is advertising a Customer Enabling Services Advocate to join the Telecare team in Leechmere, Sunderland. The role handles alarm activations, provides reassurance, assesses situations and arranges assistance from family, responders or services as required.

It is a permanent variable hour contract with variable hours and working patterns as and when required. Applicants must be flexible to cover 24/7 shifts, including days, evenings, nights, weekends, and bank holidays.

Qualifications

• Excellent communication skills
• Empathy and resilience
• Ability to remain calm under pressure
• Flexible and adaptable to varying shifts

Responsabilités

• Respond to alarm activations as the first point of contact for Telecare service
• Provide reassurance and support to residents and assess situations
• Arrange appropriate assistance from family, responders, emergency services or other agencies
• Support a 24/7 Telecare operation by working a range of shifts including days, evenings, nights, weekends and bank holidays

Description du poste

Customer Enabling Services Advocate

Job Summary

Contract Type:

Casual / Seasonal / Bank / Permanently Variable hours

Working Pattern:

As and when required

Advert Start Date:

22/10/2026

Advert End Date:

04/11/2026 23:59

Salary:

Grade 3 (SCP 7 - 11) £27,274 - £29,071 - pro rata

Hours per week:

Variable Hours

Job Category:

Admin/Secretarial/Customer Services

Vacancy ID:

303782

Employment Location:

Leechmere, Sunderland

Number of posts:

2

Closing date:

4 Nov

Further Information

Are you passionate about helping others and delivering excellent customer service? Do you thrive in a fast-paced environment where no two days are the same?

Sunderland City Council is looking to recruit a Customer Service Advocate to join our dedicated Customer Enabling Services Telecare Team on a Permanent Variable Hour contract.

As the first point of contact for residents using our Telecare service, you will respond to alarm activations, provide reassurance and support, assess situations, and arrange appropriate assistance from family members, responders, emergency services, or other agencies when required. This rewarding role requires excellent communication skills, empathy, resilience, and the ability to remain calm under pressure whilst delivering a high-quality service to vulnerable residents.

Our Telecare service operates 24 hours a day, 365 days a year, therefore applicants must be flexible and able to work a range of shifts, including days, evenings, nights, weekends, and bank holidays, to meet the needs of this vital service.

Applications should be made on-line at northeastjobs.org.uk/sunderlandcitycouncil. For further assistance contact Customer Enabling Services by email: [e-mail]

Please note that CVs are not accepted.

Please note that all communication regarding your application for this post will be sent to the email address that you have registered online with North East Jobs, including your invitation to any online assessment you are required to undertake and your invite to interview if you are short-listed. Please check your email inbox after the closing date for notifications as you may not be notified by any other means. Please remember to check your junk mail items.

Supporting documents

• PrivacyNotice.pdf (86.74 KB)


• SCCEmployeeBenefits.pdf (803.36 KB)


• CustomerEnablingServicesAdvocate-JD-2026-10.pdf (188.48 KB)


• CustomerEnablingServicesAdvocate-PS-2026-10.docx (48.75 KB)

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Are you passionate about helping others and delivering excellent customer service? Do you thrive in a fast-paced environment where no two days are the same?, As the first point of contact for residents using our Telecare service, you will respond to alarm activations, provide reassurance and support, assess situations, and arrange appropriate assistance from family members, responders, emergency services, or other agencies when required. This rewarding role requires excellent communication skills, empathy, resilience, and the ability to remain calm under pressure whilst delivering a high-quality service to vulnerable residents.

Our Telecare service operates 24 hours a day, 365 days a year, therefore applicants must be flexible and able to work a range of shifts, including days, evenings, nights, weekends, and bank holidays, to meet the needs of this vital service.