Crisis and Resilience Advisor (Internal Applicants Only) in Leicester

PLEASE NOTE THIS POST IS ONLY OPEN TO INTERNAL APPLICANTS

Organisation: Leicestershire County Council

Work Location: County Hall, Leicester Road, Glenfield, Leicester LE3 8RA

Salary: Grade 7 £26,832 - £28,146 per annum (Pro rata for part time)

Working Hours: 0.47 FTE (18 hours per week)

Contract Type: Fixed Term for 3 Years

Closing Date: Tuesday 21 July 2026

Interview Date(s): TBC

Are you looking for a role where you can make a real difference to people at times when they need help most?

About the Role

As a Crisis and Resilience Advisor, you will support adults who are facing difficult or stressful situations. You will be one of the first people they speak to when they contact the service for help. Most of your work will be over the phone. You will listen carefully to each person’s situation, ask the right questions, and decide what support is needed. This may include making a crisis payment, giving clear advice, or helping people access other services such as financial support, housing help, health services or community organisations. You will record information accurately, follow clear processes, and make sure people receive the right help as quickly as possible. Some calls may involve sensitive or upsetting issues, so it is important to remain calm, kind and professional at all times. Where there are safety concerns, you will follow safeguarding procedures and pass cases to the appropriate team.

You will help the service improve by tracking cases, sharing examples of good practice, and supporting team activities such as training. This role is ideal for someone who wants to make a real difference to people at times when they need help most.

About You

• Hold NVQ2 in Business Administration or equivalent relevant qualification or relevant experience
• Have experience of liaising with customers using a variety of methods
• Have experience of working in a customer facing role or environment delivering excellent customer care
• Have experience of accurately capturing storing and retrieving info to meet organisational and customer needs
• Have excellent communication skills both written and verbal, including active listening and clear information-gathering
• Be skilled at accurately capturing, recording and retrieving information using databases, CRM systems and MS Office
• Be able to adapt to dealing with all kinds of customers in order to assist them adequately
• To be tactful, diplomatic and resilient when dealing with distressed or challenging customers

In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process. Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer. This post is covered by Part 7 of the Immigration Act (2016) and therefore the ability to speak fluent English is an essential requirement for this role.

Interested in Flexible Working? We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact: Gemma Andrews, Crisis and Resilience Project Manager

Telephone: 0116 305 5427

Email: gemma.andrews@leics.gov.uk

How to Apply

At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally. If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected.

For tips on how to write your statement, see the How to Apply section on our career site. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.