Somerset Council
Lifeline Response Officer
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Lifeline Response Officer
Closing date: 17 July 2026
Salary: Grade 12 - ranging from £28,598 to £32,061 per annum
Make a meaningful difference in your community when it matters most. As a Lifeline Response Officer, you will provide vital support to residents across Somerset, helping people to remain safe, independent, and supported in their own homes. This is a highly rewarding frontline role, combining emergency response, practical assistance, and compassionate customer care. At Somerset Council, you will be part of a dedicated and supportive team, working within a service that plays a critical role in protecting some of our most vulnerable residents.
Role Purpose
Somerset Lifeline operates across three key locations in Somerset with a team of over 50 staff, supporting more than 500,000 customer contacts each year. The service plays an important role in helping a wide range of customers, including private individuals and housing providers, maintain their independence, safety, and wellbeing in their own homes.
The Lifeline Response Officer role is focused on providing prompt and effective support to customers during emergencies or when assistance is required. As part of a dedicated team, you will respond to callouts, deliver on-site support, and ensure customer information and service requests are handled accurately.
Due to the nature of the role, you will work closely with vulnerable individuals and may encounter challenging situations. A high level of empathy, patience, and resilience is essential, along with the ability to respond with professionalism, emotional intelligence, and a strong commitment to person-centred support.
What You Will Do – Key Responsibilities
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- Respond to emergency calls as part of the 24/7 Emergency Response Team, working shifts including days, nights, weekends and bank holidays
- Provide immediate care and assistance to Lifeline customers, including attending call outs and supporting service users in their homes
- Utilise specialist equipment to assist fallen un-injured customers, provide first aid, and liaise with emergency services where required
- Respond to faults with Lifeline equipment and resolve issues during customer visits
- Provide advice, reassurance and signposting to customers, acting as an advocate and connecting them with relevant services and partners
- Maintain accurate customer records, including clear notes of call outs, and ensure effective handling of contracts and service information
- Work collaboratively with team members to organise workloads and ensure all customer and performance standards are achieved
- Contribute to continuous improvement by identifying and sharing ideas to enhance processes, systems and the overall customer journey
- Build effective working relationships with colleagues, partners, and external organisations, including health and social care professionals
- Maintain, clean and check specialist equipment, reporting faults and ensuring it is safe and ready for use
- Ensure compliance with relevant legislation, policies, safeguarding requirements, and health and safety standards
Essential Knowledge, Experience, Skills and Qualifications
- Understanding of technology enabled care and related products that can be used to promote independence.
- Experience of working in operational services and delivering customer-led services to multi-channel customers.
- Use of Microsoft Office applications, particularly Microsoft Excel, Outlook, and Teams.
- GCSE Grade 4 and above, or equivalent in Maths and English.
- Understand customer service values, equality and diversity and customer inclusion in delivery.
- Organised, ability to motivate and empower others, strong team player as well as an ability to work on own initiative.
- Skilled communicator, and good at building strong working relationships.
- Ability to influence officers, members, and partners to the importance of customer service.
- Full drivers licence.
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Desirable
- Previous experience of working in Technology Enabled Care services. Experience in shift working.
- Evidence of work related continuing professional development.
- Ability to adapt to changing circumstances and putting the needs of the customer first.
Additional Information
- 28 days annual leave (in addition to bank holidays)
- Hours: Full time, 37 hours per week
- This role is predominantly office-based, with regular call outs to customers’ homes. Home working may be possible in line with service requirements, particularly during out-of-hours periods.
- Please note that this post is subject to a criminal background check (DBS) through the disclosure procedure.
Regretfully, we are unable to offer sponsorship for this role. We are only able to proceed with candidates who already have the right to work in the UK without the need for visa sponsorship
For an informal chat about the role, you can contact Richard Burge (Head of Lifeline & Out of Hours) at richard.burge@somerset.gov.uk
SCG1435 Lifeline Response Officer.pdf
Job ref: 957 / DT
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