Flexible Lifeline Operator - 24/7 Emergency Support

Somerset County Council; Taunton; On-site; GBP 18,000 - 19,000; Full time

Benefits offered by this job

Flexible and hybrid working with shift

Health and wellbeing support

Paid volunteering opportunities

Job summary

Somerset County Council is recruiting Relief Lifeline Operators to provide 24-hour emergency response support for vulnerable residents across Somerset. You’ll be joining a dedicated team, using flexible shifts to cover evenings, nights, weekends and holidays, on a zero‑hours basis.

In this role you’ll respond to calls, assess situations, coordinate the appropriate response and offer calm reassurance to callers, while maintaining clear records and working within safeguarding guidelines.

Qualifications

• Experience in a customer-focused role.
• Ability to stay calm and make sound decisions in high-pressure situations.
• Compassion, empathy and excellent listening skills.
• Ability to maintain accurate records and handle sensitive information.
• Strong teamwork and communication skills, with ability to work independently.

Responsibilities

• Respond to emergency calls and coordinate the most appropriate response.
• Provide calm reassurance and emotional support to distressed callers.
• Handle out-of-hours service calls to help ensure 24-hour service.
• Maintain accurate records and share information to ensure high-quality support.

Skills

Customer service experience

Calm under pressure

Compassion and empathy

Attention to detail

Teamwork and communication

Independent working

Tools

Computer literacy

Job description

Somerset County Council is recruiting Relief Lifeline Operators to provide 24-hour emergency response support for vulnerable residents across Somerset. You’ll be joining a dedicated team, using flexible shifts to cover evenings, nights, weekends and holidays, on a zero‑hours basis.

In this role you’ll respond to calls, assess situations, coordinate the appropriate response and offer calm reassurance to callers, while maintaining clear records and working within safeguarding guidelines.