Customer Service Advisor, Part Time – Fixed Term Contract

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

📋 Description

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

• Evaluate the nature, priority, and urgency of each call received.

• Adhere to established scripts, guidelines, escalation procedures, and contact protocols.

• Accurately document customer information, call details, actions taken, and outcomes using CRM, call logging systems, or manual records.

• 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 attentive listening.

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

• Coordinate with emergency services, statutory agencies, contractors, and representatives from local authorities.

• Be available to work evenings, nights, weekends, bank holidays, and other out-of-hours shifts as necessary.

• Act as the primary point of contact for residents, the public, emergency services, contractors, and local authority partners.

⛳️ Requirements

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

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

• Strong active listening capabilities.

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

• Skill in quickly assessing information, accurately following procedures, and appropriately escalating issues.

• Attention to detail and the capacity for precise record-keeping.

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

• Capability to work independently during out-of-hours shifts while adhering to guidance and escalation protocols.

• A flexible and dependable approach to shift work, including evenings, nights, weekends, and bank holidays.

• Availability for 25 hours per week, with a schedule from Monday to Sunday.

• Willingness to work specified rotating shifts: Monday–Thursday 17:00–09:00 and Friday 17:00–Monday 09:00.

🏝️ Benefits

• Up to £17,519.21 as a base salary.

• 23 days of holiday, increasing to 27 days.

• Option to purchase additional leave.

• Paid day off for volunteering with charity partners or chosen causes.

• Automatic enrollment in the company pension scheme.

• Life assurance coverage.

• Cycle2work program.

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

• Two weeks of paternity pay.

• Optional benefits including discounts for retail and social activities, health and wellness programs, travel, and technology perks.

• Access to Employee Network Groups.

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

• Support and adjustments available during the recruitment process.