Remote Emergency Response Advisor - Flexible Hours

Beyond Housing; Redcar; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Agile working

Holiday entitlement up to 39 days

Real Living Wage

Pension scheme

Life assurance

Health cash plan

Cycle to work

Job summary

Beyond Housing is seeking a Reach & Respond advisor to join our 24/7 service, providing in- and out-of-hours support to vulnerable customers and acting as the first point of contact. You will handle emergency calls, escalate for Reach & Respond, and maintain accurate customer records while delivering a compassionate, professional service.

The role requires strong organisation, the ability to work under pressure, and excellent communication across multiple channels.

Qualifications

• Ability to build strong relationships with customers.
• Customer-focused approach and calm under pressure.
• Excellent communication skills and strong IT literacy (Excel and Word).
• Organised and able to prioritise calls during busy periods.

Responsibilities

• Provide in and out-of-hours support to vulnerable customers.
• Act as first point of contact and escalate Reach & Respond calls.
• Handle telephone enquiries from customers and external service providers.
• Respond to emergency calls with calm, clear information and guidance.
• Create and maintain customer records and reports.

Skills

Customer service

Communication

Organisational skills

Prioritisation under pressure

Tools

Microsoft Excel

Microsoft Word

Job description

Beyond Housing is seeking a Reach & Respond advisor to join our 24/7 service, providing in- and out-of-hours support to vulnerable customers and acting as the first point of contact. You will handle emergency calls, escalate for Reach & Respond, and maintain accurate customer records while delivering a compassionate, professional service.

The role requires strong organisation, the ability to work under pressure, and excellent communication across multiple channels.