Lifeline Support Officer

Somerset Council; Taunton; Hybrid; GBP 25,000 - 26,000; Full time

Benefits offered by this job

25 days annual leave

LGPS pension

Hybrid working

Health and wellbeing support

Volunteer opportunities

Job summary

Somerset Lifeline is part of Somerset Council, delivering telecare services to help people live safely and independently at home. The role focuses on coordinating Lifeline installations, managing appointments, and maintaining accurate records to support vulnerable residents across Somerset.

You will provide reassurance to customers during changes like the digital switchover, working within a supportive team to enhance service delivery and customer experience.

Qualifications

• Experience delivering excellent customer service across multiple channels.
• Strong organisational skills with ability to manage priorities and records.
• Excellent communication and relationship-building with customers and partner organisations.

Responsibilities

• Arrange Lifeline installations and ensure a smooth service experience.
• Coordinate appointments and prepare equipment for customers.
• Maintain accurate customer records and service data.
• Provide information and reassurance to customers and partner organisations.
• Identify improvements to enhance customer experience and service delivery.

Skills

Customer service

Organisational skills

Communication skills

Compassionate approach

Tools

Outlook

Excel

Teams

Job description

Select how often (in days) to receive an alert:

Salary: Grade 14 - £25,185 to £25,989 per annum

Contract: Permanent

Hours: 37 hours per week

Location: Somerset Lifeline, Kilkenny Court, Taunton

About the Role

Somerset Lifeline provides technology-enabled care services that help people across Somerset live safely, independently and with confidence in their own homes. The team supports customers, families, health and care professionals, and housing providers by delivering essential telecare services that make a real difference to people's daily lives.

As a Somerset Lifeline Support Officer, you'll be at the heart of delivering a responsive and compassionate service, helping customers access the support they need. You'll coordinate appointments, maintain accurate records, support day-to-day service administration and provide reassurance to customers during important changes such as the digital switchover. Working within a dedicated and supportive team, you'll play a key role in helping vulnerable residents remain safe and independent while contributing to a service that positively impacts communities across Somerset.

How You'll Make a Difference

• Support customers and their families by arranging Lifeline installations and ensuring a smooth and positive service experience.
• Coordinate appointments and prepare equipment so customers receive the support they need at the right time.
• Maintain accurate customer records and service data, helping the team deliver a reliable and efficient service.
• Provide advice, information and reassurance to customers and partner organisations, helping people feel confident about the support available to them.
• Work closely with colleagues to identify improvements that enhance customer experience and service delivery.

What You'll Bring

• Experience delivering excellent customer service and supporting people through a variety of communication channels.
• Strong organisational skills with the ability to manage competing priorities and maintain accurate records.
• Confidence using Microsoft Office applications, including Outlook, Excel and Teams.
• Excellent communication and relationship-building skills, with the ability to work effectively with customers, colleagues and partner organisations.
• A compassionate, patient and resilient approach, particularly when supporting vulnerable customers and those facing challenging situations.

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.

• Generous annual leave of 25 days 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:

Unfortunately, we are unable to offer sponsorship for this role. Applicants must already have the right to work in the UK and be able to demonstrate this during the recruitment process.

If you'd like an informal conversation about the role please contact Richard Burge, Head of Lifeline & Out of Hours at [e-mail]

We are committed to building a diverse workforce that reflects the communities we serve. We welcome applications from people of all backgrounds, experiences and perspectives, and are dedicated to creating an inclusive workplace where everyone feels valued, respected and able to thrive.