At a Glance
- Tasks: Respond to emergency calls and support vulnerable community members 24/7.
- Company: Harborough District Council, dedicated to community safety and support.
- Benefits: Generous leave, pension scheme, free parking, and full training provided.
- Other info: Flexible shifts with opportunities for personal growth and development.
- Why this job: Make a real difference in people's lives while gaining valuable experience.
- Qualifications: Strong communication skills and experience in customer service or caring roles.
The predicted salary is between 26509 - 28000 £ per year.
Location: Market Harborough, Leicestershire
Status: Permanent
Hours: 37 hours per week – rotating shifts (Early 07:00‑16:00, Late 14:00‑23:00 & Night 22:30‑07:30)
Grade: Grade 4 (£28,142 to £30,024)
Benefits:
- Generous annual leave entitlement
- Local Government Pension Scheme
- Free parking
Role Overview:
Harborough Lifeline is a 24/7 service that supports vulnerable members of our local community by responding to emergency alarm calls from customers with a variety of needs. The role involves handling emergency calls, providing support to callers, liaising with contractors, council officers, and other authorities, and monitoring CCTV and alarm monitoring equipment.
Key Responsibilities:
- Respond to emergency alarm calls and provide timely assistance.
- Support callers with various queries, including emergencies outside office hours.
- Coordinate with contractors, council officers, and other authorities as necessary.
- Monitor CCTV and perform regular checks of alarm monitoring equipment.
- Install telecare equipment and maintain the telecommunication systems.
- Work primarily within the Control Centre on a rotating shift basis, covering mornings, afternoons, and nights, including weekends and Bank Holidays.
- Provide coverage for colleagues on annual leave and sickness, sometimes at short notice.
- Use ICT systems confidently, with full training provided on in-house systems.
- Adhere to security protocols, including a criminal background check via the Disclosure and Barring Service.
Qualifications and Skills:
- Excellent and adaptable communication skills; ability to support a diverse customer base, some of whom may be confused or distressed.
- Experience in a caring environment and/or customer service role; ability to remain calm in crisis situations.
- Decision‑making skills; patient, professional manner when handling queries from the public, council officers, and residents.
- Knowledge of a call handling operation or the Lifeline (Telecare) Service is an advantage.
- Proficiency in using ICT systems; confidence in learning in‑house systems.
- Full driving licence and access to a suitable vehicle for installation duties.
- Flexibility to cover a varied role and adapt to rotating shifts.
Eligibility:
Harborough District Council has an open and positive stance on the protection of children, young, and vulnerable people.
Lifeline Centre Operator in Market Harborough employer: Harborough District Council
Harborough District Council is an exceptional employer, offering a supportive work environment where employees can make a meaningful impact on the lives of vulnerable community members. With generous annual leave, a Local Government Pension Scheme, and comprehensive training, staff are encouraged to grow and develop their skills while working in a dynamic team that values adaptability and compassion. Located in Market Harborough, this role provides the unique opportunity to contribute to a vital 24/7 service, ensuring safety and support for those in need.
Contact Details:
Harborough District Council Recruitment Team
