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- Tasks: Support residents by handling emergency calls and coordinating responses.
- Company: Join Swindon Borough Council, dedicated to improving community services and quality of life.
- Benefits: Enjoy a flexible work-life balance and opportunities for personal development.
- Why this job: Make a real impact in your community while working in a supportive environment.
- Qualifications: Fluency in English is required; customer service experience is a plus.
- Other info: Fixed term contract until October 2026 with a 30% unsocial hours allowance.
The predicted salary is between 28800 - 43200 £ per year.
Fixed term contract until end of October 2026. Salary notes: Plus 30% unsocial hours allowance between the hours of 10pm and 6am.
At Swindon Borough Council, we want our town to be the best it can be. Our ambitious vision in the new Swindon Plan is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that’s who we’re doing it for – the communities and businesses that make our town great. As part of the Council, you’ll support a friendly local authority making decisions with real impact. It’s all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.
Our Homeline service provides telephone support to our residents of Swindon to give them a safe and secure lifestyle. We are committed to maintaining a first-class level of service at all touch points.
Your next role: Our Homeline call handlers ensure that no one is alone in an emergency. With a 24-hour comprehensive emergency call system for the elderly and vulnerable residents, you will be taking calls and coordinating emergency response where required, liaising with clients, emergency services, care companies, and next of kin on a regular basis. You will also be taking our out of hours emergency customer service calls, which consist of raising emergency repairs and supporting on-call officers with any minor and major incidents by keeping a detailed comms log.
You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act “for the effective performance of a customer-facing role”).
As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work-life balance.
Your next steps: Read the role profile and select the Apply button where you will be redirected to the Swindon Borough Council website to complete our online application process. Clicking the ‘Apply’ button on this job website is not an application; you must register on the Swindon Borough Council website in order to be considered for the role.
For further information about the role, please contact Dean Hall, Customer Services Team Leader on email at dhall@swindon.gov.uk.
Customer Service Support Guide employer: Swindon Borough Council
Contact Detail:
Swindon Borough Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Support Guide
✨Tip Number 1
Familiarise yourself with the Homeline service and its impact on the community. Understanding the specific needs of elderly and vulnerable residents will help you demonstrate your commitment to providing excellent customer service during the interview.
✨Tip Number 2
Prepare for situational questions by thinking about how you would handle emergency calls. Consider scenarios where you might need to coordinate with emergency services or manage a crisis, as this will showcase your problem-solving skills.
✨Tip Number 3
Highlight any previous experience in customer service or emergency response roles. Be ready to discuss how your past experiences have equipped you with the skills necessary for this position, especially in high-pressure situations.
✨Tip Number 4
Reach out to current or former employees of Swindon Borough Council via professional networking sites. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview.
We think you need these skills to ace Customer Service Support Guide
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Customer Service Support Guide position. Highlight key skills and experiences that align with the role.
Tailor Your CV: Customise your CV to reflect relevant experience in customer service, emergency response, or similar roles. Emphasise your communication skills and any experience working with vulnerable populations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping others and your commitment to providing excellent service. Mention specific examples of how you've handled emergencies or supported customers in previous roles.
Follow Application Instructions: Make sure to click the 'Apply' button to be redirected to the Swindon Borough Council website. Complete the online application process as instructed, ensuring all required fields are filled out accurately.
How to prepare for a job interview at Swindon Borough Council
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Customer Service Support Guide. Familiarise yourself with the Homeline service and how it supports the residents of Swindon, as this will show your genuine interest in the role.
✨Demonstrate Empathy
In a customer service role, especially one that deals with vulnerable individuals, empathy is key. Prepare examples from your past experiences where you've shown understanding and compassion towards customers or clients in difficult situations.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle emergency calls or coordinate responses in high-pressure situations. Practising these scenarios can help you articulate your thought process clearly.
✨Ask Insightful Questions
At the end of the interview, be ready to ask questions that reflect your interest in the role and the organisation. Inquire about the training provided for new employees or how the team collaborates during emergencies, which shows your proactive approach.
