Resident Support & Incident Response Advisor

Mining Remediation Authority; Mansfield; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Pension up to 29% employer contrib.

27.5 days annual leave + bank holidays

Learning and development

Wellbeing support

Job summary

Mining Remediation Authority is seeking a Community Incident & Support Advisor in Mansfield. You will primarily respond to residents by phone and email, gathering information, assessing needs, and guiding them calmly through incident resolution.

Join a fast-paced team where you will escalate urgent issues to incidentResponse and ensure residents are kept informed with clear, compassionate support and accurate records.

Qualifications

• Front-line customer service experience by phone and email.
• Ability to handle worried or frustrated residents with empathy.
• Ability to ask questions and record information accurately.
• Assess urgency and escalate when needed.
• Explain information clearly and manage expectations.
• Organised approach to multiple enquiries.

Responsibilities

• Serve as front-line contact for residents via telephone and email.
• Gather and verify information to support incidents.
• Assess needs and risk, escalate to incident-response as required.
• Record incident details accurately for escalation.
• Maintain workload and follow procedures under pressure.
• Provide calm, respectful and clear communication to residents.

Skills

Customer service

Empathy

Communication

Information gathering

Problem solving

MS Office (Teams & Excel)

Tools

Microsoft Office

Teams

Excel

Job description

Mining Remediation Authority is seeking a Community Incident & Support Advisor in Mansfield. You will primarily respond to residents by phone and email, gathering information, assessing needs, and guiding them calmly through incident resolution.

Join a fast-paced team where you will escalate urgent issues to incidentResponse and ensure residents are kept informed with clear, compassionate support and accurate records.