Telecare Customer Services Advisor

This advert is open to both Internal and External applicants.

These are temporary posts for 12 months.

The Lifeline Service provides a 24/7 service answering community alarm activations over the telephone, promoting home and personal safety enabling people to live independently in their own homes.

We also provide the City Council's out of hours emergency service taking telephone calls from residents and tenants over a wide range of subjects.

We are looking for someone who can:

Use our telephone and computer systems to report and respond to reports of emergency situations.

Provide advice and reassurance to customers in difficult and emergency situations, which may include liaison with the police, ambulance, fire service, next of kin, neighbours, contractors and other council staff.

Be able to work a range of shifts in our rota which operates 24 hours per day 365 days per year, and also be able to work additional shifts as required to ensure that adequate cover is provided 24 hours per day.

Have the ability to remain calm in stressful situations and able to present a patient and sympathetic approach to our customers.

Have an interest and commitment to working with the elderly and an awareness of the types of problems experienced by elderly people.

Have the ability to deal with complex and diverse customer on enquiries on your own initiative as well as working effectively within our team.

Stoke-on-Trent City Council is a unitary authority employing approximately 4,600 staff who deliver 700 services to more than 260,000 residents. Our city comprises of six towns: Burslem, Fenton, Hanley, Longton, Stoke and Tunstall. We are a city of strengths, with a proud heritage and bright future. We have undergone significant changes over the last few years. New ways of working have already transformed many service areas and we are determined to continue to develop more innovative approaches to ensure that we can maximise the benefits of transformation.

Our city

Although the 13th largest city in the UK, Stoke-on-Trent is rapidly outstripping a number of parts of the country with our economic growth and recovery.

Stoke-on-Trent is a city with a strong sense of civic pride - we've been voted the kindest city in the UK - and a place where you'll receive a hugely warm welcome. We have a rich and diverse culture, steeped in our prestigious industrial heritage as the celebrated 'world capital of ceramics'. But we don't just want to celebrate our proud past - we firmly believe that Stoke-on-Trent's best years are ahead of it. We are determined to raise aspirations and match them with high-quality education and health provision, as well as improved opportunities to secure fulfilling and well-paid work. Through uniting social and economic opportunities, we are maximising the full power of the city council as a secure and steadfast institution within the city.

When you work for Stoke-on-Trent City Council you'll be helping to improve the lives and wellbeing of our residents. We'll provide you with support, learning opportunities and flexible working options and some amazing benefits including; a competitive salary, generous holidays, an excellent defined local authority benefit pension scheme, annual leave purchase scheme, cycle to work schemes just to name a few. We also have access to lifestyle benefits which offer a wide range of discounts such as family days out, travel, retail and many more.

Our commitment to you

Vibrancy and diversity are two of Stoke-on-Trent's greatest assets. A city founded on creative endeavour should value and celebrate the multitude of voices, ideas and identities that shape its culture. We are committed to creating a culture which is truly inclusive, where all staff feel valued, listened to, supported and able to do their work to the best of their abilities at all times. And we must ensure that our decisions and policies nurture and empower communities across our city and do not inadvertently disadvantage groups and individuals that we want to help to thrive.

Our approach to Equality and Diversity is an invitation to all our communities to work with and for us so we can continue to improve how we deliver services residents need.

Our employee networks are inclusive, open forums for colleagues with similar lived experiences. They allow staff to meet, support and mentor each other, alongside being a voice for under-represented groups to advise and support the organisation when developing policies and services.