Customer Service Advisor – Part Time, 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, addressing urgent and emergency inquiries outside regular office hours.

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

• Adhere to established scripts, guidelines, escalation processes, and communication procedures.

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

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

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

• Identify non-urgent inquiries and direct callers to daytime services, online resources, or relevant local authority services.

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

• Be available for evening, night, weekend, bank holiday, and other out-of-hours shifts as required.

⛳️ Requirements

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

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

• Strong active listening abilities.

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

• Ability to quickly assess information, follow procedures accurately, and escalate when necessary.

• Attention to detail and proficiency in recording information clearly and accurately.

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

• Ability to work independently during out-of-hours periods while adhering to guidelines and escalation protocols.

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

• Availability for 25 hours per week, scheduled from Monday to Sunday.

🏝️ Benefits

• 23 days of holiday (increasing to 27) with the option to purchase additional leave.

• A paid day off for volunteering with charity partners or a cause of your choice.

• Automatic enrollment in the company pension plan.

• Life assurance coverage.

• Cycle2work scheme available.

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

• Two weeks of paternity pay.

• Optional benefits including discounts on retail, social activities, health & wellbeing, travel, and technology.

• Access to Employee Network Groups.

• Opportunities for career development and skill expansion, allowing for exploration of new paths and career advancement.