Suffolk County Council – Beacon House, Ipswich, IP1 5PB - Hybrid £27,711 annum (pro rata) 26 hours per week - Flexible working options available Permanent At Suffolk County Council, every role is a chance to create positive change. We're not just a local authority; we're a team of dedicated individuals working together to improve lives across our diverse communities. As our new Out of Hours Coordinator (OOHs), you'll have the unique opportunity to see the direct impact of your work on the people that make Suffolk special. Your contributions will help build a brighter future for all. If you're passionate about making a real, tangible difference, it's time to reimagine your career with us. Join Suffolk County Council and turn your passion for positive change into action. Reimagine the possibilities. Your role and responsibilities The OOHs Coordinator works on a busy online phone system, within a supportive, helpful, and encouraging team, where communication is key. You will take phone calls from customers and their families, Reablement Support Workers (RSWs), other health and social care professionals and the emergency services. You will provide information and advice to support them with their situation, action any tasks required and handover to the relevant team or service to ensure continued support. You'll respond to emergencies, urgent or general queries and provide the appropriate response. You will be managing your own workload and the workload of the RSWs, highlighting to colleagues or manager when assistance is required. You will escalate appropriate situations in accordance with Home First policies and procedures including safeguarding. You will be providing support and guidance to RSWs who may be lone-working and providing advice in the event of an emergency. You will be receiving, managing, and documenting compliments or complaints Utilising your skills daily, to work in a timely and efficient way to provide the best outcome to the caller. We offer a 4 week work rotating schedule that includes some weekend availability (3 out of 4 weekends per month - Saturday and Sunday) Our weekday shifts run from 6:00am to 9:30am in the mornings and 5:00pm to 11:00pm in the evenings. On weekends and bank holidays the morning shifts will run from 6:00am - 2:30pm and the afternoon/evening shifts will be 2:15pm - 11:00pm. You will need ability to work accurately in a fast paced environment involving use of multiple IT systems at the same time and remain calm under pressure to bring an enthusiastic and “can do” approach willingness to learn and build on any transferable skills that could apply from other roles, preferably customer and/or social care focused to work a minimum of 3 out of 4 weekends (Saturdays and Sundays), bank holidays and Monday to Friday with a combination of early and late shifts excellent communication skills and telephone manner to be able to work effectively within a team the ability to work from home, in a suitable environment with internet access, adhering to confidentiality and data protection. You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application. The team the OOHs team are a wonderfully supportive team to each other and our callers OOH Coordinators work together on shift and are supported by a manager. There is a Home First Manager on call for further support if required when on shift the coordinators communicate frequently with each other via email and Microsoft teams whilst ensuring the phoneline is always staffed all the team are asked to contribute to swapping or covering extra shifts to cover absence, attend a monthly team meeting, complete mandatory yearly training and refresher courses. Empowering Everyone We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report. For more information Please contact Michelle Edmunds for a casual conversation. You can reach them by calling 01473 265498 or emailing michelle.edmundssuffolk.gov.uk How to apply Step 1 - Read the Job and Person Profile (JPP) (docx). Step 2 - Click ‘Apply Now’ to start your online application. Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template. 1. Can you describe a time when you had to handle a difficult customer or situation over the phone? How did you manage the situation, and what was the outcome? 2. Describe a situation where you had to manage multiple tasks simultaneously using multiple IT systems. How did you prioritise your workload, and how did you ensure all tasks were completed on time? 3. Have you ever had to respond to an emergency situation at work? What steps did you take to handle the situation, and what was the outcome? Step 4 - Upload a CV (without name and personal details). Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format. We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage you to present your own work and ideas throughout the application process. If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitmentsuffolk.gov.uk or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process. Closing date: 11:30pm 6 April 2025 Interview date: 23 April 2025 This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. LI-Hybrid As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities. In return, you’ll enjoy: up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days membership of a competitive Local Government Pension Scheme (LGPS) travel, lifestyle, health and wellbeing benefits performance-related annual pay progression, in addition to an annual cost-of-living pay increase training and encouragement to expand your knowledge a variety of career development opportunities across our organisation diverse and active staff networks flexible working options, with the right to request flexible working from your first day Plus lots more If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk) .