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Lifeline Customer Service Advisor

Job Description

Location: Office-based, Stoke-on-Trent, ST4 1RN
Client: Stoke-On-Trent City Council
Pay Rate: £14.36 per hour plus shift allowances
Contract: 3 months (with potential for extension)
Hours: Full-time (37 hours per week, 24/7 rota including nights, weekends, and bank holidays)


Are you looking for a rewarding role where you can make a real difference? Join Stoke-On-Trent Council's team as a Lifeline Customer Service Advisor, helping vulnerable individuals in potentially life-threatening situations while supporting the council's vital services.

About the Role


As a Lifeline Customer Service Advisor, you will be the first point of contact for people in need, responding to emergency calls and providing immediate assistance. You'll also handle out-of-hours calls for various council services, working closely with experienced team members to deliver solutions quickly and efficiently.
Key Responsibilities:

  • Respond to emergency calls calmly and arrange the appropriate support.
  • Handle out-of-hours calls for council services, following procedures to resolve issues.
  • Monitor Telecare systems and ensure customers' safety through welfare checks.
  • Collaborate with colleagues on shift, providing support and sharing updates.

What We're Looking For


We need someone who can:

  • Stay calm under pressure and handle emergency situations effectively.
  • Communicate clearly and empathetically with a wide range of individuals.
  • Prioritise tasks in a fast-paced environment.
  • Work as part of a team on a 24/7 rota.


Essential Skills and Experience:

  • Previous experience in call handling or customer service.
  • Strong IT and administration skills.
  • Commitment to providing excellent customer care.
  • First aid qualification (or willingness to obtain).

What We Offer

  • Full training provided to equip you for success.
  • A supportive team environment-no lone working.
  • Opportunity to work in a meaningful role that impacts lives.


If you are interested or know of anyone who may be, please contact Kat at Service Care Solutions on 01772208964 or send your CV to kat.shah@servicecare.org.uk.
Working with Service Care Solutions comes with many benefits, including:

  • A specialist consultant within an experience and dedicated recruitment team
  • Excellent rates of pay
  • Payroll service twice a week


Service Care Solutions also offers a £250 referral bonus! So if you know of anyone who would be perfect for this position and they are placed into work, you will receive £250 for the referral once their probationary period has been completed.