Job Description

Customer Service Assistant Team Leader - Southampton

Location: Southampton, SO15.

Salary: £16.62 per hour.

Full Time Monday to Friday 37 hours (We deliver call handling 24 hours a day so there is a requirement for flexibility with the hours).

Contract: Up to October 2026 possibly beyond.

• To provide excellent customer service across a range of channels (telecare alarm, telephone and in writing), ensuring that customer experiences are easy, effective and deliver emergency support where appropriate.
• To handle emergency telecare alarm calls effectively and in line with recognised industry standards.
• To provide a the best possible first impression of the Council, being professional, positive and clearly communicating with customers.
• To be part of a team delivering services 24 hours a day, 365 days a year, ensuring business continuity in all situations.
• To receive calls via the City Telecare Alarm System and to make an effective assessment of the situation giving reassurance to the customer and taking immediate action as necessary. For example, contacting the emergency services via 999, a Responding Support Officer, a Doctor, a relative or another service by telephone. Pass on accurate and concise details of the assistance required and record all details of the call and actions taken.
• To be the first point of contact for the Council out of normal office hours, ascertaining the nature of the caller's enquiry and the appropriate response, on the basis of criteria set out in Council policies and procedures.

Recruitment is done in line with safe recruitment practices 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Liam Heddle on (url removed)