Customer Service Support Guide – Out of Hours Ref: 181091
Salary: £28,142.00 p.a. pro rata
Plus 30% unsocial hours allowance between the hours of 10pm and 6am
Weekends - Saturday 7pm – 7am & Sunday 7pm – 7am
Fixed term contract – 12 months
At Swindon Borough Council, we want our town to be the best it can be. Our ambitious vision is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that’s who we’re doing it for – the communities and businesses that make our town great. As part of the Council, you’ll support a friendly local authority making decisions with real impact. It’s all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.
Our Homeline service provides a telephone support to our residents of Swindon to give them a safe and secure lifestyle. We are committed to maintaining a first-class level of service at all touch points.
Your next role
Our Homeline call handlers ensures that no-one is alone in an emergency. With a 24-hour comprehensive emergency call system for the elderly and vulnerable residents you will be taking calls and coordinating emergency response where required, liaising with clients, emergency services, care companies and next of kin on a regular basis. You will also be taking our out of hours emergency customer service calls which consists of raising emergency repairs and supporting on call officers with any minor and major incidents by keeping a detailed comms log.
Our shift pattern will be Saturday and Sunday 9am – 5pm with occasional week support required, depending on demand.
Saturday & Sunday
7pm – 7am
You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act “for the effective performance of a customer-facing role”).
Your next package
Please see our Rewards and Benefits offer for more details.
As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.
For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, re-vitalised Swindon together. And you’ll be proud to say it was made better with you.
Please see our Vision and Values page for more details.
Please see our new Swindon Plan.
Your next steps
Please read the role profile, which is available in the documents section to the righthand side of the page. To submit an application for this role, select Quick Apply.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.
As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion.
For further information about the role please contact Abby Ayre, email [email protected]
We reserve the right to close this vacancy early so early applications are encouraged.
If you are experiencing technical issues submitting your application, please email [email protected]
Closing date: 10 September 2026
Interview date: 15 September 2026
