Emergency Duty Service Coordinator
An exciting opportunity to join the Suffolk County Council (SCC) Emergency Duty Service (Out of Hours Team). The role can be worked from home with periodic office attendance at Beacon House, Ipswich.
Your role and responsibilities
First point of contact for social care enquiries relating to Suffolk residents — Adult Services, Children and Young People’s services and Mental Health referrals. Manage various contact channels (telephone and email) and multitask while delivering exceptional customer service.
Deal with a wide range of people, queries, and demands of differing complexity. Handle vulnerable individuals and use skills to support customers to achieve optimal outcomes in line with Suffolk’s values.
Ensure seamless transition between day and night services, enabling the Council to fulfil its statutory duties.
Shift Pattern
- Week 1 and 3
- Sunday: 11 pm – 8 am
- Tuesday: 5 pm – 11 pm
- Saturday: 6 pm – 10 pm
- Week 2 and 4
- Tuesday: 11 pm – 8 am
- Wednesday: 11 pm – 8 am
- Saturday: 6 pm – 10 pm
Training
Full training will be provided, delivered in 1:1 and office-based sessions. Upon completion the role is hybrid with occasional office attendance for training and team meetings.
Qualifications
- Good level of literacy and numeracy
- Relevant computer skills (Explorer, Chrome, Word, Excel, Outlook)
- Excellent customer service skills
Benefits
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 and annual cost‑of‑living pay increase
- Training and encouragement to expand knowledge
- Career development opportunities across the organisation
- Diverse and active staff networks
- Flexible working options, with the right to request flex from day one
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 checks or police vetting will be required for relevant posts.
Closing date: 11:30 pm, 12 July 2026.
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