Lifeline Operator

Somerset County Council; Taunton; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave

LGPS pension

Hybrid working arrangements

Health and wellbeing support

Volunteer opportunities

Job summary

Somerset Council is seeking a Lifeline Operator to respond to emergency and out-of-hours calls, coordinating the right support to help vulnerable residents stay safe and connected.

You’ll play a crucial role in maintaining service continuity, documenting calls accurately, and working with emergency services and families to achieve positive outcomes.

Qualifications

• Excellent communication and listening skills, with the ability to reassure callers.
• Ability to stay calm under pressure and make sound decisions.
• Experience handling sensitive information in a customer-focused environment.
• Confidence using computer systems to record information accurately.

Responsibilities

• Respond to emergency and urgent calls, provide reassurance and arrange support.
• Assess situations quickly and decide on actions to keep residents safe.
• Coordinate with emergency services, families and support agencies.
• Support services outside normal hours to maintain continuity of care.
• Maintain accurate records and comply with council standards.

Skills

Excellent communication

Active listening

Calm under pressure

Customer-focused

Empathy

Tools

Computer systems

Job description

Salary: Grade 14 - £26,016 to £26,847 per annum

Contract: Permanent

Hours: 37 hours

Closing Date: 18th October 2026

About the Role

Our Lifeline Service plays a vital role in helping older and disabled residents across Somerset maintain their independence and confidence at home. Operating around the clock, the team provides an essential reassurance and emergency response service that supports some of our most vulnerable communities.

As a Lifeline Operator, you'll be the calm and trusted voice people turn to when they need help most. Working within our dedicated service, you'll respond to emergency and out-of-hours calls, assess situations quickly, and coordinate the right support to keep residents safe and connected. This is a rewarding role where no two days are the same, and where your empathy, judgement and communication skills can make a real difference to someone's wellbeing. Joining Somerset Council means becoming part of a team that is committed to supporting residents, delivering high-quality services and helping people live independently for longer.

How You'll Make a Difference

• Respond to emergency and urgent calls, providing reassurance and arranging the right support when it is needed most.
• Assess situations quickly and make informed decisions to help keep vulnerable residents safe and well.
• Work closely with emergency services, families and other support agencies to ensure timely assistance and positive outcomes.
• Support council services outside normal office hours, helping residents access assistance and maintaining important service continuity.
• Maintain accurate records and sensitive information, ensuring services are delivered professionally and in line with council standards.

What You'll Bring

• Excellent communication and listening skills, with the ability to build trust and provide reassurance in difficult situations.
• The ability to stay calm under pressure, assess information quickly and make sound decisions.
• Experience of working in a customer-focused environment and handling sensitive or confidential information.
• Confidence using computer systems to record information accurately and manage multiple tasks.
• An understanding of the needs of older and disabled people, with a caring, empathetic and professional approach.

Why Join Us?

At Somerset Council, we're a progressive organisation committed to improving lives and shaping better services for our communities. Based in one of England's most beautiful counties, it's a great place to build your career and enjoy an excellent quality of life.

• 25 days annual leave plus bank holidays, with the option to purchase additional leave.
• Local Government Pension Scheme (LGPS), one of the UK's most enhanced and secure pension schemes.
• Flexible and hybrid working arrangements to support work-life balance, where service needs allow.
• Health and wellbeing support, including access to confidential employee assistance services.
• Paid volunteering opportunities, helping you make a difference both inside and outside of work.

Find out more about working at Somerset Council: Working at Somerset Council

Further Information

Unfortunately, we are unable to offer sponsorship for this role. We are only able to proceed with candidates who already have the right to work in the UK without the need for visa sponsorship.

For an informal chat about the role, you can contactRichard Burge, Head of Lifeline & Out of Hours, [e-mail]

We believe diversity makes us stronger and are committed to creating a workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds and experiences, whose unique perspectives help us better serve the people of Somerset.

You can find a copy of the job description here: TR0183 Lifeline Operator.pdf

If you currently work for Somerset Council, please apply via the internal SuccessFactors careers page.

Job Ref:1457/DT