Customer Service Officer

Customer Service Officer • Job Type: Temporary Part-time, Hybrid • Location: Manchester, M15 5GX • Duration: Till 31/03/2027 • Pay: £151.93 per hour PAYE • Working Hours: Saturday 10:00am - 8:00pm and Sunday 12.30pm - 8.00pm each week Manchester City Council are seeking an Emergency Response Coordinator to serve as the first point of contact for statutory emergency services and handle various emergency situations. This role is crucial in managing responses to major incidents, extreme weather events, and other emergencies within the city. The successful candidate will be passionate about delivering exceptional customer service and must be prepared to work in a dynamic, fast-paced environment. Day-to-day of the role: • Act as the first point of contact for statutory emergency services including police, ambulance services, hospitals, and other stakeholders. • Handle calls for the Emergency Control Team (ECT), dealing with major city incidents such as civil contingencies, fires, and road traffic incidents. • Manage Housing Emergency Repairs (HERO) contacts, ensuring timely and effective response to housing repair emergencies. • Provide initial response and coordination for social care emergencies, including child protection issues, homelessness, mental health assessments, and safeguarding. • Work closely with team leaders and undergo comprehensive training in all aspects of social care, transitioning to Out of Hours shifts based on skill competency and team leader assessment. • Maintain high standards of customer service, ensuring a positive experience for all residents, stakeholders, and partners. Required Skills & Qualifications: • Ability to handle both written and telephone communications effectively. • Must have a suitable, private environment for working from home. • Strong interpersonal skills and the ability to work effectively in a team. • Resilience and flexibility to manage emergency situations effectively. • Passion for delivering excellent customer service. • Training will be provided, so willingness to learn and adapt is crucial. If you are interested in this role, please apply using your latest CV! and a Reed Consultant will be in touch!