Isolation Support Advisor

Job Category: Covid-19 Response
Reference HQ00020463
Service Cambridgeshire County Council
Contract Type Temporary
Duration End of June 2022
Location Cambridgeshire
Job Type Full-time
Hours per week 37
Rate £11.27 per hour

About the job:

As an Isolation Support Advisor for Cambridgeshire County Council through Opus Cambridgeshire you will carry out telephone interviews and provide advice on self-isolation and the sources of community support that are available for residents who have been identified as coming into contact with an individual who has tested positive for Covid-19.

You will work autonomously and need to be able to exercise judgement and questioning skills for this role.  In some instances you will need to be able to call upon your persuasion skills.

Remote working from home.

37 hours per week between 8.00am and 8.00pm, flexible to work Monday – Sunday (Full-time)

  • Deliver an efficient and friendly telephone call handling service to provide accurate and consistent information and advice to residents who have been identified as coming into contact with an individual who has tested positive for Covid-19.
  • Work autonomously and exercise a high degree of judgement, analysis and fact finding in order to ascertain where individuals have been. In some instances information will be required to be teased from individuals, which will require persuasion and motivational skills.
  • Accurately Interpret information obtained during interviews with Covid-19 contacts to make appropriate decisions from a range of options, utilising scripts, internal procedures and guidance.
  • Promote, support and encourage contacts to utilise digital systems and solutions wherever possible.
  • Utilise digital systems to their full potential to manage and respond to contact lists, maintaining accurate records of conversations and providing information as required.
  • Handle complaints and difficult customers in a calm and professional manner, ensuring a customer focussed services, demonstrating initiative, diplomacy and resilience in a demanding environment.
  • Manage a caseload effectively and prioritise key tasks to meet tight deadlines, whilst dealing with interruptions and conflicting demands arising from customer queries and incoming telephone calls, ensuring key performance indicators are achieved.
  • Work closely with other Advisors in delivering services, creating a rapid and responsible service.
  • Escalate and refer any challenging or complex contacts, incidents, queries or complaints to an Isolation Support Team Leader.
  • Ensure awareness of and compliance with national legislation relating to the management of Covid-19 and also, confidentiality of personal information and the principles of data handling.
  • Undertake any associated administrative work as required or other duties commensurate with the nature and grade of the role.

Experience of working in a customer service type role and or providing a service to the public as well as the ability to work independently and manage and prioritise your own workload is essential. Applicants must be able to communicate effectively and confidently over the telephone with a wide range of people and have good computer skills and the ability to pick up new systems quickly. We are seeking a diverse team and the ability to communicate in a minority community language would be welcomed.

Laptops will be provided. A reliable broadband connection is required to support cloud-based services including video conferencing and skype. Applicants must be flexible over the 7 days of service and across the operational hours. Occasional attendance at an office site may be required to collect equipment and complete some aspects of the induction/ training programme.

  • Holiday entitlement of up to 31 days per annum, pro-rata (including bank holidays) where applicable
  •  Permanent equivalent council pay rates offered from commencement
  • Pension contribution from employer
  • Flexible working hours
  • Opus candidates hear about jobs first
  • Opportunity to apply for permanent positions as an ‘internal candidate’
  •  Gain experience to support permanent applications

We work directly with Cambridgeshire County Council to fill vacancies. Register today to be first to hear about all our live jobs.

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Why choose Opus?


We get sight of all temporary and interim vacancies for Suffolk County Council and Babergh & Mid Suffolk District Councils first. By working through Opus, you will be notified of the job opportunities before any other recruitment agencies are even aware.


We have a wealth of knowledge and experience within the public sector, with many of our employees having previously worked for and with both Suffolk County Council and Babergh & Mid Suffolk District Councils for several years.


In the last month alone, we filled 95% of jobs using our own pool of registered candidates. The remainder went out to our trusted supply chain.


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Andreea Catarov, Business Support Officer

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Ronnie Tidy, Assessment Co-ordinator

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Hannah Pittock, Schools’ Choice

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Jamaal Guthrie, Customer Service Advisor

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Megan Lloyd, Customer Service Advisor

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