Location
City Depot & Recycling Park, Southampton

Hours
Part time, 21.25 hours per week
Shift pattern includes weekends and bank holidays:
3 days 10:00-16:30 (earlies)
3 days off
3 days 16:00-22:30 (lates)
3 days off
Successful candidates will also be expected to attend a monthly team meeting on Wednesdays from 15:00 to 16:00.

Salary
£32,061 - £36,362 per annum (pro rata) plus 10% shift allowance
Starting salary £18,413 pro rata with annual progression through the salary bands.

About the Role
We are recruiting for a vacancy within our City Telecare Services 24-hour control room. You will be responsible for handling emergency calls from elderly and vulnerable people using our Telecare Service, as well as managing emergency out-of-hours telephone calls on behalf of Southampton City Council. These calls may relate to housing repairs, highways issues, and other vital council services.
This is a fast-paced but rewarding role requiring quick and effective decision-making. You will need to be compassionate and empathetic with exceptional communication skills, able to manage competing demands, sometimes in stressful situations. The role requires the ability to work independently and use your own initiative while being a committed team member.

Benefits
- Excellent local government pension with 16.8% employer contribution
- Death in service benefit of three times salary and optional additional voluntary contributions
- Generous holiday entitlement of 25–31 days depending on role and service
- Family-friendly policies including maternity, paternity, adoption, shared/unpaid parental leave, and time off for dependents
- Training and development opportunities including coaching and mentoring
- Health and wellbeing support including Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders, and access to staff networks
- Veteran-friendly employer with the Armed Forces Covenant
- Retail discounts and savings through council benefits platform
- Discounted memberships at local sports and fitness centres
- Sustainable travel benefits including low emission car scheme, cycle to work, and season ticket loans
- Employee volunteering scheme with 2 paid days leave to volunteer

Experience
Experience in customer service or emergency call handling is desirable but not essential. The role requires the ability to work effectively under pressure and manage multiple demands.

About you
Compassionate and empathetic with excellent communication skills.
Ability to make quick, effective decisions in stressful situations.
Self-motivated and able to work independently as well as part of a team.
Reliable and committed to shift work including weekends and bank holidays.

Qualifications
Enhanced DBS check required.
No specific qualifications are mandatory, but a positive attitude and willingness to learn are essential.