Customer Service Advisor - Incident Communication Service

Brook Street; Sheffield; Hybrid; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Hybrid working after training

Structured training and coaching

Job summary

Brook Street in Sheffield is seeking a Customer Service Adviser for the Incident Communications Service. You will be the first point of contact for reports of incidents, logging and prioritising information to help rapid action.

Working Monday to Friday with hybrid work after training, you will handle calls, coordinate with internal teams, and maintain high service standards in a fast-paced environment. The role offers structured training, ongoing coaching and exposure to cross-team

Qualifications

• Proven customer service experience.
• Excellent verbal and written communication.
• Ability to stay calm, resilient and accurate under pressure.
• Strong IT skills with MS Office (Teams, Outlook).
• Flexibility to work across a rolling shift rota (including evenings, nights, weekends and Bank Holidays).

Responsibilities

• Answer inbound calls from the public and professional partners, asking the right questions to understand the issue clearly.
• Log, assess and categorise environmental incident reports accurately.
• Communicate clearly and professionally with internal teams and external customers—especially in urgent situations.
• Use multiple IT systems and follow defined procedures and guidance.
• Monitor and prioritise your workload across multiple mailboxes.
• Work collaboratively with colleagues to maintain service delivery during busy periods and live incidents.

Skills

Proven customer service experience

Excellent verbal and written沟通

Tools

MS Office (Teams, Outlook)

Job description

Customer Service Adviser (Incident Communications Service)

Location: Sheffield

Monday to Friday

Pay Rate £13.15ph

If you're motivated by meaningful work and thrive in a fast-paced, customer-focused environment, this is a brilliant opportunity to join a 24/7 service that helps protect people and the environment. As the first point of contact for reports of incidents, you'll capture the right information quickly and ensure it reaches the teams who can act.

What you'll be doing:

• Answer inbound calls from the public and professional partners, asking the right questions to understand the issue clearly
• Log, assess and categorise environmental incident reports accurately
• Communicate clearly and professionally with internal teams and external customers-especially in urgent situations
• Use multiple IT systems and follow defined procedures and guidance
• Monitor and prioritise your workload across multiple mailboxes
• Work collaboratively with colleagues to maintain service delivery during busy periods and live incidents

What you'll bring:

• Proven customer service experience
• Excellent verbal and written communication skills
• The ability to stay calm, resilient and accurate under pressure
• Strong teamwork mindset, with confidence working both independently and as part of a team
• Strong IT skills, including confidence with MS Office (Teams, Outlook)
• Flexibility to work across a rolling shift rota (including evenings, nights, weekends and Bank Holidays)

Additional information:

• Hybrid working once fully trained with more office presence expected during induction and training
• Shift rota is currently under review and expected to change in early 2027
• During induction and initial training, you'll work Monday-Friday in standard office hours

We'll support you with structured training, ongoing coaching and mentoring (including call quality support), and on-shift guidance from experienced supervisors.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.