EDS Coordinator in Ipswich

An exciting opportunity has arisen 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.

Would you like to work in an incredibly varied, challenging and rewarding role? Are you passionate about making a positive difference to the lives of children and adults in Suffolk?

Your role and responsibilities

• You'll be the first point of contact for social care enquiries relating to Suffolk residents, including Adult Services, Children and Young People’s services and Mental Health referrals.
• Manage various contact channels (telephone and email) while providing exceptional customer service.
• Support customers to achieve the best outcome, in line with Suffolk’s organisational values, drivers and operating models.
• Ensure a seamless transition between day and night services enabling the Council to fulfil its statutory duties to vulnerable adults, children, and families.

You will:

• Act as the first port of call for the public for enquiries relating to children and families, vulnerable adults and mental health concerns.
• Communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques.
• Maintain effective use of customer information systems and databases to ensure high quality and accurate recording.
• Work quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible.

You will need:

• A good level of literacy and numeracy skills.
• Relevant computer literacy (Explorer, Chrome, Word, Excel, Outlook).
• Excellent customer service skills.

The Emergency Duty Service is an out of hours service that works as a team to support one another, ensuring a high standard service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities. We will offer an in-depth training plan, both online and face to face, supported by a mentor throughout the start of employment as well as direct line manager.

Out of hours shifts

The Emergency Duty Service includes shifts that cover evenings, weekends, and overnights. Your availability or preference for specific shifts can be discussed at interview.

Training

The ideal training environment is 1 to 1, office-based training therefore you would be expected to complete a mixture of training shifts both office and home based. Training can be offered over a mixture of daytime, evening, overnight and weekend shifts however there is flexibility based on your availability.

Empowering Everyone

We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation.

For more information

Please contact Sian Alexander (she/her) for a casual conversation by emailing sian.alexander@suffolk.gov.uk.

How to apply

• Read the advert and the Job and Person Profile.
• Click ‘Apply Now’ to start your online application.
• Upload a supporting statement answering specific questions.
• Upload a CV (without name and personal details).

Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.

Closing date: 11.30pm, 20 May 2026. This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.