Customer Service Support Guide – Out of Hours
Job specification
We want our town to be the best it can be. Our ambitious vision in the new Swindon Plan is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that’s who we’re doing it for – the communities and businesses that make our town great. As part of the Council, you’ll support a friendly local authority making decisions with real impact. It’s all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.
Our Homeline service provides a telephone support to our residents of Swindon to give them a safe and secure lifestyle. We are committed to maintaining a first-class level of service at all touch points.
Your next role
Our Homeline call handlers ensures that no-one is alone in an emergency. With a 24-hour comprehensive emergency call system for the elderly and vulnerable residents you will be taking calls and coordinating emergency response where required, liaising with clients, emergency services, care companies and next of kin on a regular basis. You will also be taking our out of hours emergency customer service calls which consists of raising emergency repairs and supporting on call officers with any minor and major incidents by keeping a detailed comms log.
Our shift patterns are below with occasional weekend support required, depending on demand and staff annual leave.
Shift 1: 07:00 – 15:00
Shift 2: 15:00 – 23:00
Shift 3: 23:00 – 07:00
You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act “for the effective performance of a customer-facing role”)
Your next package
Please see our Rewards and Benefits offer for more details.
As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.
For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, re-vitalised Swindon together. And you’ll be proud to say it was made better with you.
Please see our Vision and Values page for more details and our new Swindon Plan.
Your next steps
Read the role profile and select the Apply button where you will be redirected to the Swindon Borough Council website to complete our online application process. Clicking the ‘Apply’ button on this job website is not an application, you must register on the Swindon Borough Council website in order to be considered for the role.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.
For further information about the role please contact Abby Ayre, Customer Operations Manager at aayre@swindon.gov.uk
As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion
If you are experiencing technical issues submitting your application please email resourcing@swindon.gov.uk