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Contact Officer

Posted on 22 March 2023 Apply

Job introduction

Would you like to make a positive difference to someone’s life?

If you can answer ‘yes’ to the following questions, we could have just the role for you, no qualification or specific experience is required.

• Would you like a rewarding role you find meaningful and can be proud of?
• Are you a people person, able to provide excellent customer service?
• Do you have the empathy, patience & interest to provide telephone services to diverse and vulnerable client groups?
• Are you a good listener and communicator, quickly and calmly able to assess and take charge of emergency situations?
• Can you be available to cover shifts at various times throughout the week?

If so, we are recruiting for Contact Officers.

We have 1 x permanent 36 hour contract, 2 x 27 hour permanent contracts and 1 x fixed term 36 hour contract.

For further information, in the first instance, please contact the office on 0300 123 3301.

About the role

Carelink Plus operates a 24/7 year-round frontline service from our contact centre based here in Brighton.

We provide co-ordinated responses to alarm calls from vulnerable people using our community alarm and telecare services. These could range simply from enquiries regarding a carer’s whereabouts to potentially life critical calls.

You would be providing telephone support to some of the most vulnerable in our community; whilst your actions would be making a positive difference to someone’s wellbeing and future.

Although always welcome, no previous experience or specific expertise is necessary, we are more interested in the type of person you are. We will provide all the training needed. The role does involve using computer systems, so already having a reasonable level of computer familiarity or the willingness to learn something new is essential.

A driving licence is not required for this role

Rota Example

We are a 24/7 service; these roles are made up of a 4-week rolling rota

• 3 weeks of fixed shifts totalling 27 or 36 hours per week, working between 7:00-22:00
• You would be required to work some weekend hours as part of your regular working pattern
• The 4th week would be standby where you would be available for your 27 or 36 hours potentially at short notice, to cover resourcing shortfalls in the service.
• It is during this week only that you may have to cover night shifts.
• You will receive on call payments each day for that week, irrespective of whether you need to work or not.
• Any extra enhancements earned during the 4th week for night or weekend working would be in addition to those included in the standard £24k or £31k (pro rata & inclusive of guaranteed rota enhancements). Depending on if 27 or 36 hours per week.

The Contact Officer role is predominantly office based in our contact centre, but once fully trained there is the possibility of some home working shifts.

We can offer you:

• enhancements for working in the evenings, at weekends and on bank holidays, paid at the following rates - Weekend (x 0.5), night hours (x 0.33).
• a career average pension scheme
• generous holidays - up to 25 days a year (pro rata)
• 1-2-1 support from your manager
• A program of learning and development opportunities
• A range of other staff benefits including our rental deposit loan scheme, bus ticket and cycle loans, reduced cost gym membership with Freedom Leisure

Please read our Apply for a job at the council (brighton-hove.gov.uk) pages carefully. They give you all the guidance you need to complete your application as well as information on what will happen after you’ve submitted your application and at interview.

As part of your application, you will need to complete your education and work history and provide answers to some shortlisting questions. Your answers to the shortlisting questions are the most important part of your application as they will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (Shortlisting questions guidance (brighton-hove.gov.uk) as this gives important advice which will increase your chance of success in the shortlisting process.

Additional information

Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.

Work Permits: This role does not meet the requirement for UK Visas and Immigration (UKVI) Points-based Immigration System. Successful candidates will need to evidence that they have the Right to Work in the UK.

Company information

Please note that this post is exempt from the Rehabilitation of Offenders Act 1974, and is subject to a Disclosure & Barring Service (DBS) Check.

Encouraging a diverse workforce

Our city is known and loved for its diversity. Not only is the mixture of people, culture and skills vital to the economic and social development of the city, it's what makes Brighton & Hove such a great place to live, work and visit. We are committed to developing and retaining a workforce that is representative of the diverse communities we serve so we welcome applications from individuals from all backgrounds. In order to achieve our aims of proportionate representation, we particularly encourage applicants from a BME or White Other background as well as those who identify as disabled, male or trans.

Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).