Lifeline Operator

Key Information

This is a permanent contract within Somerset Lifeline providing support to our customers calling for assistance. Somerset Lifeline holds contracts with Housing Associations and other Councils across the country, and the successful candidate will also handle calls from customers of these partners requesting help with repairs and emergencies. The Service also handles Out of Hours calls for our own and other Councils over a 24‑hour period, so shifts cover day, evening and night periods, including weekends and bank holidays.

Enhancements for these shifts are paid at the current Somerset Council rates as detailed in the Terms and Conditions. This is a full‑time position, 37 hours per week, with 25 days annual leave (rising to 28 with more than 5 years continuous service), excluding bank holidays.

We’re working to improve the lives of vulnerable residents here in Somerset and across the country. Our aim is to enable our customers to continue to live independently in their own homes for as long as possible – and you’ll be a key part of that. Your day‑to‑day work will involve:

• Taking calls from our customers and providing support and reassurance.
• Where additional help is needed, you will contact our on‑duty Response Officers and dispatch them to the customer, speak to the customer’s friends or family contacts, or request the appropriate Emergency Service.
• Signposting our customers to access additional services such as Adult Social Care, Urgent Care Response and medical services.

We offer ongoing support, training and guidance to help you be the best you can be. It will really help if you:

• Have some experience of working in a customer‑focused service.
• Have experience of working in a care setting or in an emergency call handling setting.
• Have a driven and motivated attitude towards delivering the best service possible.

We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset. We offer great training and development opportunities, with supportive management. We also have some fantastic employee benefits available:

• We promote a healthy work‑life balance and offer flexible working arrangements wherever possible, including working from home.
• Generous annual leave allowance, with the opportunity to purchase additional leave.
• Staff discounts in gyms.
• Employee Assistance for the times you may need some support and a variety of employee wellbeing services.
• Auto‑enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme.
• A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings.
• My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more.

This is a Grade 14 role with a salary range of £25,185 - £25,989 per annum. For an informal chat about the role, you can contact Richard Burge on or by email at R When completing your application/CV please provide your full employment history and ensure that any gaps in employment are explained. Please start with your current or most recent employment.

If you have all the information you need, just hit the apply button – we can’t wait to hear from you.

This post requires a criminal background check via the Disclosure procedure.