Customer Service Officer – Emergency Response (Part‑time)

About the role

This part‑time, hybrid position supports Manchester City Council as the first point of contact for statutory emergency services and a range of city‑wide emergencies. You will work weekends, providing rapid, courteous assistance to residents, emergency responders and partner organisations.

Key responsibilities

• Answer and triage calls from police, ambulance services, hospitals and other emergency stakeholders.
• Manage Emergency Control Team (ECT) incidents, including civil contingencies, fires and road traffic events.
• Coordinate Housing Emergency Repairs (HERO) requests to ensure timely resolution.
• Provide initial response for social‑care emergencies such as child protection, homelessness and mental‑health assessments.
• Collaborate with team leaders and undertake training to progress to out‑of‑hours shifts.

Required profile

• Strong written and telephone communication abilities.
• Private, suitable home workspace for remote work.
• Resilient, flexible and able to remain calm under pressure.
• Passion for delivering high‑quality customer service.

Required skills

What we offer

• PAYE employment at £15.93 per hour.
• Hybrid working model with weekend shifts.
• Comprehensive training and development opportunities.