Lifeline Customer Service Advisor

Job Title: Telecare Customer Service Advisor
Directorate: Adult Social Care, Health Integration and Wellbeing
Section: Telecare and Lifeline Service
Responsible to: Lifeline and Responder Team Leader
Grade: Level 6 (plus shift allowances)

Job Overview Are you calm under pressure, compassionate, and passionate about helping people when they need it most?
We’re looking for a Telecare Customer Service Advisor to join our Telecare and Lifeline Service, supporting vulnerable residents and providing an essential lifeline for those in need of urgent help or reassurance.

As a Telecare Customer Service Advisor, you’ll be the first point of contact for emergency calls — handling potentially life-threatening situations, offering calm and reassuring support, and arranging the most appropriate response. You’ll also assist with out-of-hours calls for the City Council, covering a variety of urgent issues, and ensure the welfare and safety of residents across the community.

This is a vital role in helping people stay safe, independent, and supported — every day is different, and every call you take makes a real difference.

Key Responsibilities Call Handling

• Answer and triage emergency and non-emergency calls from Telecare and Lifeline clients, ensuring the appropriate support or emergency response is arranged.
  
  
• Provide reassurance and guidance to individuals in distress, helping them stay calm and safe until help arrives.
  
  
• Respond to digital technology activations (such as medication reminders or activity monitoring alerts) and take the necessary action to ensure client safety.
  
  
• Manage calls received through the City Council’s out-of-hours service and partner organisations, using established procedures to assess risk, prioritise response, and dispatch support.
  
  
• Carry out welfare checks proactively to ensure the ongoing safety and wellbeing of clients.
  
  
• Provide lone worker monitoring support for council colleagues and external partners, escalating concerns appropriately.
  
  
• Manage calls for fire alarm activations within City Council properties and sheltered schemes.
  
  
• Handle general public enquiries and process referrals when required.
  
  
• Maintain accurate, up-to-date computer and manual records, ensuring compliance with Data Protection legislation.
  
  
• Offer guidance and advice on City Council policies, procedures, and relevant legislation.
  
  
• Support training for new staff and contribute to service improvements.
  
  

Business Support

• Schedule installations, demonstrations, and emergency repairs for Telecare equipment.
  
  
• Undertake regular administrative tasks such as low-battery checks, no-contact reviews, and equipment termination lists.
  
  
• Support financial processes, including handling card payments when required.
  
  

Technical Knowledge

• Operate and navigate a range of computerised systems and software packages.
  
  
• Programme, troubleshoot, and repair Telecare and lone worker devices remotely where possible.
  
  
• Log and escalate equipment faults, ensuring customers are kept informed of progress and timescales.
  
  
• Manage keyholding responsibilities for emergency building access and equipment stock.
  
  
• Understand and implement disaster recovery and evacuation procedures as required.
  
  

Teamwork and Professional Standards

• Work collaboratively with colleagues, providing thorough handovers between shifts to ensure service continuity.
  
  
• Take responsibility for your own safety and the security of the premises, equipment, and data.
  
  
• Participate in ongoing training, team meetings, and service improvement initiatives.
  
  
• Support “Director on call” procedures during emergency situations when required.
  
  

About You To be successful in this role, you will need to demonstrate:

• Excellent communication skills and the ability to remain calm, empathetic, and professional under pressure.
  
  
• Good administrative and organisational skills, with attention to detail and the ability to manage multiple priorities.
  
  
• Strong interpersonal skills, with the confidence to deal with difficult situations and provide reassurance to vulnerable individuals.
  
  
• A methodical approach to work in a fast-paced, demanding environment.
  
  
• Commitment to customer care and the ability to adapt to a variety of service enquiries.
  
  
• Team player with the ability to also work independently and use initiative.
  
  
• Experience working in a customer service, call centre, or similar environment handling complex enquiries.
  
  
• Good IT skills, including experience with Word, Excel, and call handling software.
  
  
• An awareness of Data Protection and confidentiality procedures.
  
  
• First Aid training (or willingness to undertake and maintain certification).
  
  
• Confidence in fulfilling all spoken aspects of the role in English.
  
  

Why Join Us?

• Be part of a dedicated team that saves lives and supports vulnerable residents every day.
  
  
• Receive comprehensive training and ongoing professional development.
  
  
• Enjoy varied work where no two days are the same.
  
  
• Work in a supportive environment where teamwork and compassion are valued.
  
  
• Shift allowances included in the pay structure.
  
  

? To apply or find out more, please contact John Deane at
? john.deane@servicecare.org.uk

? Referral Bonus: We offer £250 for every successful referral placed into a role — refer a friend today!