Resident Incident Support Specialist

Mining Remediation; Mansfield; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Pension with up to 29% employer contr.

27.5 days annual leave

Family leave

Learning and subscriptions

Wellbeing allowance

Job summary

Mining Remediation Authority seeks a Community Incident & Support Advisor to assist residents affected by incidents and urgent service issues. You will be the first point of contact, listening carefully, gathering information, and providing calm, empathetic support via telephone and email.

You will record details, assess needs, escalate when required, and help residents feel informed and respected while working to meet demanding deadlines in a hybrid Mansfield role.

Qualifications

• Experience handling challenging customer situations with patience and empathy while following procedures.

Responsibilities

• Provide front-line customer service by phone and email.
• Support residents affected by disruption and incidents.
• Ask questions and record complete, accurate information.
• Assess urgency and escalate when needed.
• Explain information clearly and manage expectations.
• Manage workload and stay organized under pressure.
• Record incident details accurately for escalation.

Skills

Front-line customer service

Telephone & email handling

Empathy under pressure

Microsoft Office (Teams & Excel)

Tools

Microsoft Office

Job description

Mining Remediation Authority seeks a Community Incident & Support Advisor to assist residents affected by incidents and urgent service issues. You will be the first point of contact, listening carefully, gathering information, and providing calm, empathetic support via telephone and email.

You will record details, assess needs, escalate when required, and help residents feel informed and respected while working to meet demanding deadlines in a hybrid Mansfield role.