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As a Casual Crisis and Resilience Advisor, you will support adults who are facing difficult or stressful situations. You will be one of the first people they speak to when they contact the service for help. Most of your work will be using online applications and over the phone.

You will listen carefully to each person’s situation, ask the right questions, and decide what support is needed. This may include making a crisis payment, giving clear advice, or helping people access other services such as financial support, housing help, health services or community organisations.

You will record information accurately, follow clear processes, and make sure people receive the right help as quickly as possible. Some calls may involve sensitive or upsetting issues, so it is important to remain calm, kind and professional at all times. Where there are safety concerns, you will follow safeguarding procedures and pass cases to the appropriate team.

You will help the service improve by tracking cases, sharing examples of good practice, and participating in team activities such as training.

This role is ideal for someone who wants to make a real difference to people at times when they need help most. These roles are casual as they are to support the team during peak times, cover annual and other leave. There will be times where the role will be full time and other times where it may only be 1 or 2 days in the week. The team leader will be clear in their communication to you regarding the rota.

About You

To apply for this post, you must:

Hold NVQ2 in Business Administration or equivalent relevant qualification or Relevant experience
Have experience of liaising with customers using a variety of methods
Have experience of working in a customer facing role or environment delivering excellent customer care
Have experience of accurately capturing storing and retrieving info to meet organisational and customer needs
Have excellent communication skills both written and verbal, including active listening and clear information-gathering
Be skilled at accurately capturing, recording and retrieving information using databases, CRM systems and MS Office
Be able to adapt to dealing with all kinds of customers in order to assist them adequately. To be tactful, diplomatic and resilient when dealing with distressed or challenging customers

In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact:

Gemma Andrews Crisis and Resilience Project Manager (from 27th July to 7th August 2026)

Telephone: 0116 305 5427

Email: gemma.andrews@leics.gov.uk

Nuala Pollard Crisis and Resilience Team Leader (from 10th - 14th August 2026)

Telephone: 01163056776

Email: nuala.pollard@leics.gov.uk

How to Apply

At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally.

If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected. For tips on how to write your statement, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.

About us

About Leicestershire County Council

At Leicestershire County Council, we're committed to making a real difference in people's lives. Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone.

Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire. Whether you're starting your career or looking for your next challenge, you'll find a place with us where your ideas are valued, and your work has purpose.

For further information on what it’s like to work for us and the benefits we offer, please refer to the following:

Our Recruitment Process
Our Organisational Values
Our Employee Benefits
Working for Us

Salary range

£26,832 - £28,146 per year