Civic Offices, Portsmouth (On-Site)
Permanent, Part time
Band 7 - £31,067 - £35,235 p.a. plus 22% shift allowance (for 30 hours per week inclusive of shift allowance this is £30,731 - £34,853 p.a.)
30.0 hours per week
As an Out of Hours Officer, you will be the first point of contact for residents, contractors, and partner agencies seeking urgent support outside of standard office hours. Working independently and often alone, you will respond to a wide range of service needs across Portsmouth City Council’s housing portfolio, including emergency repairs, alarm activations, homelessness support, and welfare checks.
This is a dynamic, hands-on role that requires excellent problem-solving skills, adaptability, and sound judgement. You will be expected to visit residents’ homes, assess situations, and take appropriate action—including using lifting equipment to assist individuals who have fallen (full training provided). The role also includes responding to cleaning requests, providing access to properties, and supporting vulnerable residents.
Clear, concise communication is essential, particularly when handing over cases to in-hours teams to ensure continuity of service. You will need to be confident using multiple IT systems to log and escalate issues, and comfortable working across a variety of service areas with shifting priorities.
Skills:
Your application needs to demonstrate that you:
1. Can work flexibly and reliably outside of standard office hours, including evenings, nights, weekends, and public holidays, as part of a rota-based team.
2. Have excellent customer service skills, with the ability to remain calm and professional under pressure in a fast-paced environment.
3. Are confident working independently, including lone working, and can manage your own workload while prioritising multiple and sometimes competing demands.
4. Have strong problem-solving skills, using sound judgement to assess situations, make decisions, and take appropriate action—often in real time.
5. Communicate clearly and effectively, both verbally and in writing, to ensure accurate handovers and continuity of service between out-of-hours and in-hours teams.
6. Are adaptable and resilient, able to respond to a wide range of service requests across different environments and adjust quickly to changes in procedures or priorities.
7. Are comfortable working in the community, including visiting residents’ homes, assessing situations on site, and making decisions that support resident safety and wellbeing.
8. Are willing and able to carry out physical aspects of the role (training provided) to assist residents who may have fallen or require mobility support.
9. Have strong IT skills, with experience using databases and spreadsheets to log, track, and analyse information accurately.
10. Have experience in resource coordination, including allocating tasks to contractors or staff and ensuring timely responses to service needs.
11. Hold a full UK driving licence, and are able to travel across Portsmouth to respond to service demands as required.
12. Can identify and manage risk, ensuring the safety of yourself, colleagues, and residents in all situations.
This is a dynamic, hands-on role that requires excellent problem-solving skills, adaptability, and sound judgement. You will be expected to visit residents’ homes, assess situations, and take appropriate action—including using lifting equipment to assist individuals who have fallen (full training provided). The role also includes responding to cleaning requests, providing access to properties, and supporting vulnerable residents.
Clear, concise communication is essential, particularly when handing over cases to in-hours teams to ensure continuity of service. You will need to be confident using multiple IT systems to log and escalate issues, and comfortable working across a variety of service areas with shifting priorities.
Skills:
Your application needs to demonstrate that you:
1. Can work flexibly and reliably outside of standard office hours, including evenings, nights, weekends, and public holidays, as part of a rota-based team.
2. Have excellent customer service skills, with the ability to remain calm and professional under pressure in a fast-paced environment.
3. Are confident working independently, including lone working, and can manage your own workload while prioritising multiple and sometimes competing demands.
4. Have strong problem-solving skills, using sound judgement to assess situations, make decisions, and take appropriate action—often in real time.
5. Communicate clearly and effectively, both verbally and in writing, to ensure accurate handovers and continuity of service between out-of-hours and in-hours teams.
6. Are adaptable and resilient, able to respond to a wide range of service requests across different environments and adjust quickly to changes in procedures or priorities.
7. Are comfortable working in the community, including visiting residents’ homes, assessing situations on site, and making decisions that support resident safety and wellbeing.
8. Are willing and able to carry out physical aspects of the role (training provided) to assist residents who may have fallen or require mobility support.
9. Have strong IT skills, with experience using databases and spreadsheets to log, track, and analyse information accurately.
10. Have experience in resource coordination, including allocating tasks to contractors or staff and ensuring timely responses to service needs.
11. Hold a full UK driving licence, and are able to travel across Portsmouth to respond to service demands as required.
12. Can identify and manage risk, ensuring the safety of yourself, colleagues, and residents in all situations.
Closing date: Thu 12/06/2025 at 00:59
Job reference: pcc/TP/723/595