Customer Service Advisor

Senior Customer Service Advisor – Southampton City Council

Employer: Southampton City Council
Service Area: Housing
Salary: £38,510 – £42,123 per annum (pro rata), plus 15% shift allowance
Location: City Depot and Recycling Park, First Avenue, Southampton, SO15 0LJ
Job Type: Permanent
Working Pattern: Part-time, shift-based (three days on, three days off)
Hours: Advert states 37 hours per week in the vacancy summary, while the job description states 30 hours per week. Please confirm with the employer.
Job Grade: Grade 8
Reference: 17320
Closing Date: 22 November 2026
DBS Requirement: Enhanced DBS check required
Visa Sponsorship: Not stated in the job advert.

Job Overview

Southampton City Council is recruiting a Senior Customer Service Advisor to join its City Telecare Service, based in the control room at City Depot.

The service operates 24 hours a day, 7 days a week, throughout the year, helping Southampton residents live safe, healthy and independent lives.

The successful candidate will lead a shift team responsible for delivering essential telecare and emergency response services to vulnerable residents.

Key Responsibilities

• Lead shifts within the 24/7 City Telecare Service.
• Oversee emergency assistance through an IT-based alarm system serving more than 9,000 telecare connections.
• Arrange appointments, assessments and installation of telecare equipment in council properties and private homes.
• Coordinate Responding Officers attending emergency telecare alarm activations at residents’ homes.
• Handle emergency out-of-hours telephone calls on behalf of the council.
• Respond to enquiries involving housing repairs, highways issues and other essential council services.
• Make decisions based on customer assessments and risk levels.
• Maintain continuity of service in a busy and often pressurised environment.

Requirements and Skills

Applicants should have:

• Excellent written and verbal communication skills.
• The ability to understand and respond to customers with complex needs and vulnerabilities.
• Strong decision-making and risk assessment skills.
• The ability to work effectively under pressure.
• Flexibility to support continuous service delivery.
• The ability to lead a shift and coordinate service activities.

Working Pattern

The role operates on a three-on, three-off shift pattern, including evenings, weekends and bank holidays.

Flexibility is essential because the service operates around the clock and must maintain continuity throughout the year.

Employee Benefits

Southampton City Council offers a range of employee benefits, including:

• Local Government Pension Scheme with a 15.2% employer contribution.
• 25–34 days of annual leave, depending on role and length of service.
• Flexible working options, depending on the role.
• Family-friendly leave policies.
• Training, coaching and mentoring opportunities.
• Employee Assistance Programme and wellbeing support.
• Retail discounts and savings.
• Discounted memberships at local sports and fitness centres.
• Cycle-to-work scheme and season ticket loans.
• Death-in-service benefit of three times annual salary.
• Two paid volunteering days per year.

Application and Selection Process

Interested candidates should apply online through the Southampton City Council recruitment portal.

For an informal discussion about the position, contact:

Contact: Sarah O’Brien
Email: Sarah.OBrien@southampton.gov.uk

For recruitment enquiries:

Email: recruitment@southampton.gov.uk
Telephone: 023 8083 4033

Closing date: 22 November 2026

Official vacancy reference: 17320