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- Tasks: Be the first point of contact for social care enquiries and provide exceptional customer service.
- Company: Join Suffolk County Council's Emergency Duty Service with a supportive team culture.
- Benefits: Enjoy up to 29 days annual leave, flexible working, and a competitive pension scheme.
- Other info: Receive training and mentorship with opportunities for career growth.
- Why this job: Make a real difference in the community while developing your skills in a hybrid role.
- Qualifications: Good literacy, numeracy, and computer skills; social care experience is a plus.
The predicted salary is between 28958 - 28958 £ per year.
An exciting opportunity to join the Suffolk County Council (SCC) Emergency Duty Service (Out of Hours Team) as an Emergency Duty Service Coordinator. This role can be worked from home with the requirement to be in the office for training and team meetings at Beacon House, Ipswich. The role is 18.5 hours per week, permanent contract, salaried at £28,958 per annum (pro rata).
Responsibilities
- First point of contact for social care enquiries relating to Suffolk residents, including Adult Services, Children & Young People’s services and Mental Health referrals, via telephone and email.
- Manage a range of enquiries, provide exceptional customer service, listen and ask appropriate questions to identify needs.
- Maintain accurate records in customer information systems and databases.
- Ensure timely transfer of information to the appropriate team or worker.
- Facilitate seamless transition between day and night services to fulfil statutory duties to vulnerable adults, children and families.
- Work within the out‑of‑hours shift pattern covering evenings, weekends and overnights.
Qualifications
- Good literacy and numeracy skills.
- Computer literacy with Explorer, Chrome, Word, Excel, Outlook.
- Excellent customer service skills.
- Relevant experience of working in social care (preferred but not mandatory).
Shifts
- Monday – Thursday: 17:00–22:00, 17:30–23:00, 23:00–08:00 (overnight, 20% additional pay for hours 12am–6am).
- Friday: 16:00–22:00, 22:00–07:00 (overnight, 20% additional pay for hours 12am–6am).
- Saturday / Sunday: 07:00–12:00, 08:00–13:00, 12:00–18:00, 13:00–18:00, 18:00–22:00, 22:00–07:00 (overnight, 20% additional pay for hours 12am–6am).
- Bank holiday shifts receive an enhanced rate.
Training & Development
The role includes 1:1 office–based training, with a mixture of training shifts both office and home based, across daytime, evening, overnight and weekend shifts. Once training is complete the role is hybrid with occasional office presence for shifts, training and team meetings.
The Team
The Emergency Duty Service works collectively as a team to support one another. The team is at varying stages in their careers and offers career development opportunities. A mentor and a line manager will support you during and after the start of employment.
Benefits
- Up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days.
- Membership of a competitive Local Government Pension Scheme (LGPS).
- Travel, lifestyle, health and wellbeing benefits.
- Performance‑related annual pay progression plus annual cost‑of‑living pay increase.
- Training and encouragement to expand your knowledge.
- A variety of career development opportunities across the organisation.
- Diverse and active staff networks.
- Flexible working options, with the right to request flexible working from your first day.
Equality & Safeguarding
We’re committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.
Closing Date 20 May 2026.
EDS Coordinator in Ipswich employer: Suffolk County Council
Contact Detail:
Suffolk County Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EDS Coordinator in Ipswich
✨Tip Number 1
Network like a pro! Reach out to people in the social care field, especially those who work at Suffolk County Council. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and social care. We recommend using the STAR method to structure your answers – it’ll help you showcase your skills effectively!
✨Tip Number 3
Show your enthusiasm for the role! When you get the chance to speak with the team, let them know why you’re excited about working in the Emergency Duty Service. Passion goes a long way!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the details you need about the role and the team there.
We think you need these skills to ace EDS Coordinator in Ipswich
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of EDS Coordinator. We want to see how you can bring your unique flair to our team!
Show Off Your Customer Service Skills: Since this role involves being the first point of contact for social care enquiries, it’s crucial to showcase your customer service experience. Share specific examples that demonstrate your ability to listen, ask the right questions, and provide exceptional support.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that make it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Suffolk County Council.
How to prepare for a job interview at Suffolk County Council
✨Know Your Role
Make sure you thoroughly understand the responsibilities of an EDS Coordinator. Familiarise yourself with social care processes and the specific needs of vulnerable adults and children. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role involves being the first point of contact for enquiries, prepare examples of how you've provided exceptional customer service in the past. Think about situations where you listened carefully to a customer's needs and resolved their issues effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle sensitive situations. Practice responding to hypothetical scenarios related to social care, as this will demonstrate your critical thinking and empathy.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, training opportunities, or how the Emergency Duty Service collaborates with other departments. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.