Relief Lifeline Operator

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

Closing date: 3 September 2026

Salary: Grade 14 - ranging from £13.05 to £13.47 per hour.

Contract: Casual (Zero Hours)

Hours: Flexible. You'll be able to choose from available shifts to cover annual leave, sickness absence and service demand, including evenings, nights, weekends and Bank Holidays.

About the Role

Looking for flexible work that fits around your lifestyle? As a Relief Lifeline Operator, you'll have the freedom to choose available shifts that work for you while playing an important role in supporting vulnerable residents across Somerset.

The Lifeline Service helps elderly and disabled residents remain safe, independent and confident in their own homes by providing a 24-hour emergency response service. You'll be a calm and reassuring point of contact for people who need urgent support, assessing situations, coordinating the appropriate response and helping callers feel supported during difficult moments. Working as part of a dedicated team, you'll make a real difference every time you log on for a shift.

How You'll Make a Difference

• Respond to emergency calls and take swift action to help residents stay safe and supported.
• Assess situations accurately and coordinate the most appropriate response, including contacting emergency services when needed.
• Provide calm reassurance and emotional support to people who may be distressed, worried or vulnerable.
• Handle out-of-hours service calls and help ensure important council services continue to support residents around the clock.
• Maintain accurate records and share information effectively so that residents receive safe, consistent and high-quality support.

What You'll Bring

• Experience working in a customer-focused role where you've communicated confidently and provided support to others.
• The ability to stay calm, think clearly and make sound decisions in high-pressure situations.
• Compassion, empathy and excellent listening skills, with a genuine commitment to supporting vulnerable people.
• Confidence using computer systems and maintaining accurate, detailed records while handling sensitive information appropriately.
• Strong teamwork and communication skills, alongside the ability to work independently when required.

Why Join Us?

• 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:

https://www.somerset.gov.uk/jobs-and-careers/working-at-somerset-council/

Further Information

This is a casual zero-hours role. Successful candidates can choose from available shifts to cover holidays, sickness absence and service requirements. Shifts may include days, evenings, nights, weekends and Bank Holidays. This flexibility makes the role well suited to those seeking work that can fit around other employment, study, family commitments or retirement.

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.

If you'd like an informal conversation about the role, Richard Burge, Head of Lifeline & Out of Hours at [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

Job ref: 1292/DT