Customer Service Advisor – Out of Hours

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage incoming calls for local authority Out of Hours services, including urgent and emergency inquiries.

• Evaluate the nature, priority, and urgency of calls received.

• Adhere to scripts, guidance, escalation procedures, and contact protocols.

• Document customer information, call details, actions taken, and outcomes in CRM, call logging, or manual systems.

• Refer or escalate urgent issues to duty officers, emergency contacts, contractors, or specialized services.

• Provide support to vulnerable, distressed, or emergency callers with empathy and active listening skills.

• Direct non-urgent inquiries to daytime, online, or appropriate local authority services.

• Collaborate with emergency services, statutory organizations, contractors, and local authority representatives.

• Work during evenings, nights, weekends, bank holidays, and other out-of-hours periods.

• Serve as the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners.

⛳️ Requirements

• Previous experience in customer service, contact centers, call handling, public sector, emergency response, or out-of-hours roles is preferred.

• Exceptional verbal communication skills with a calm, clear, and professional telephone demeanor.

• Strong active listening capabilities.

• Ability to maintain composure with urgent, sensitive, or distressed callers.

• Quick assessment of information and adherence to procedures accurately.

• Capacity to escalate issues when necessary.

• Attention to detail and precise record-keeping skills.

• Proficiency in using computer systems, CRM platforms, telephony systems, and Microsoft Office applications.

• Capability to work independently during out-of-hours shifts.

• Flexible and dependable approach to scheduling, including evenings, nights, weekends, and bank holidays.

• Availability for 37.5 hours per week, from Monday to Sunday.

• Ability to work Monday–Thursday from 17:00 to 09:00 and Friday from 17:00 to Monday 09:00.

🏝️ Benefits

• Up to £26,227.50 basic salary.

• 23 days of holiday, increasing to 27 days.

• Option to purchase additional leave.

• Paid day off for volunteering activities.

• Auto-enrollment company pension scheme.

• Life assurance coverage.

• Cycle2work program.

• 15 weeks of fully paid maternity, adoption, and shared parental leave.

• Two weeks of paternity pay.

• Voluntary lifestyle benefits, including discounts for retail, social activities, health and wellbeing, travel, and technology.

• Access to Employee Network Groups.

• An inclusive, barrier-free recruitment process and workplace adjustments.