Resident Incident & Support Advisor (Calm, Empathetic)

Thecoalauthority; Mansfield; On-site; GBP 23,000 - 27,000; Full time

Job summary

Thecoalauthority is seeking a calm, compassionate Community Incident and Support Advisor to support residents across Great Britain. You will handle high-priority enquiries by phone and email, gather details, assess urgency, and escalate where needed.

In this temporary role, you’ll work in a fast-paced environment, stay organised, and use MS Office tools (Teams and Excel) to maintain accurate records while delivering clear, empathetic service.

Qualifications

• Experience delivering customer service by phone and email.
• Ability to remain calm in sensitive situations.
• Strong information gathering and record-keeping.

Responsibilities

• Be the first point of contact for residents.
• Gather and record information, assess urgency.
• Escalate issues as required.
• Communicate clearly and manage expectations.
• Maintain organised records in a fast-paced environment.

Skills

Customer service

Empathy

Information gathering

Urgency assessment

Communication

Organization

Tools

Microsoft Teams

Excel

Microsoft Office

Job description

Thecoalauthority is seeking a calm, compassionate Community Incident and Support Advisor to support residents across Great Britain. You will handle high-priority enquiries by phone and email, gather details, assess urgency, and escalate where needed.

In this temporary role, you’ll work in a fast-paced environment, stay organised, and use MS Office tools (Teams and Excel) to maintain accurate records while delivering clear, empathetic service.