Lifeline Operator

About the job

Key information

• This is a permanent role within Somerset Lifeline providing support to our customers calling for assistance.
• Somerset Lifeline holds contracts with Housing Associations and other Councils across the country, the successful candidate also handles calls from customers of these partners requesting help with repairs and in emergencies.
• The Service also handles Out of Hours calls for our own and other Councils over a 24hr period, shifts are therefore in operation covering day, evening and night periods including weekends and bank holidays. Enhancements for these shifts are paid at the current Somerset Council rates as detailed in the Terms and Conditions

What will I be doing?

We’re working to improve the lives of vulnerable residents here in Somerset and across the country. Our aim is to enable our customers to continue to live independently in their own homes for as long as possible – and you’ll be a key part of that. Your day-to-day work will involve:

• Taking calls from our customers and providing support and reassurance.
• Where additional help is needed you will contact our on duty Response Officers and dispatch them to the customer, speak to the customers friends or family contacts or request the appropriate Emergency Service.
• Signposting our customers to access additional services such as Adult Social Care, Urgent Care Response and medical services.

What kind of experience or qualifications do I need?

We offer ongoing support, training and guidance to help you be the best you can be. But it will really help if you:

• Have some experience of working in a customer focussed service.
• Have experience of working in a care setting or in an emergency call handling setting.
• Have a driven and motivated attitude towards delivering the best service possible.

We’re proud to be here for the people of Somerset. And that means everyone in Somerset. An important part of this is ensuring that we are as diverse and inclusive as the people and communities we serve.

We welcome applications from a diverse range of backgrounds and experiences to enrich our team. You can always contact the hiring manager for a chat if there’s anything you want to talk about before you apply.

What is in it for me?

We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset.

We offer great training and development opportunities, with supportive management. As well as this, we have some fantastic employee benefits available:

• We promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home.
• Generous annual leave allowance, with the opportunity to purchase additional leave
• Staff discounts in gyms.
• Employee Assistance for the times you may need some support and a variety of employee wellbeing services.
• Auto enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme.
• A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings.
• My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more

DBS check

This post requires a criminal background check via the Disclosure procedure.

Supporting documents and information

This is a Grade 14 role with a salary range of £24,404 – £25,183 per annum.

For an informal chat about the role, you can contact Richard Burge on 01823 217520 or by email at Richard.burge@somerset.gov.uk

Interviews planned for the week commencing 9 June 2025.

When completing your application/CV please provide your full employment history and ensure that any gaps in employment are explained. Please start with your current or most recent employment.

If you have all the information you need, just hit the apply button – we can’t wait to hear from you.

Apply on the Somerset Council website

Apply now