Out Of Hours Operator

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

📋 Description

• Manage incoming and outgoing calls from the public regarding after-hours repairs, emergency council services, inquiries related to social services, homelessness concerns, community equipment issues, and reports of anti-social behavior.

• Engage with distressed, agitated, or uncertain callers in a calm, clear, and positive manner.

• Determine caller requirements through effective questioning and active listening techniques.

• Document and track repairs, service requests, and urgent matters following established procedures.

• Handle challenging or sensitive calls with empathy, professionalism, and assurance.

• Keep callers updated and conclude calls with a positive and reassuring resolution.

• Refer emergencies or ambiguous procedures to the relevant teams.

• Maintain precise records, uphold confidentiality, and adhere to service standards.

• Work collaboratively with team members, sharing information, seeking assistance, and fostering a positive team atmosphere.

⛳️ Requirements

• Proven experience in supporting the public in a customer-facing or service-oriented capacity.

• Background in call handling or comparable high-pressure settings; experience in contact centers, local authorities, emergency services, or telecom control rooms is preferred.

• Good educational background at the secondary level.

• Additional qualifications such as NVQ Level 2/3 in Customer Service or Business Administration are advantageous.

• Proficient IT skills, particularly in Microsoft Office (Word, Excel, Outlook).

• Ability to analyze information and accurately input data during busy times.

• Patient, calm, and methodical approach when assisting distressed or vulnerable callers.

• Capacity to collaborate effectively with colleagues.

• Resilience in fast-paced environments and the ability to maintain focus under pressure.

• A positive, can-do attitude.

• Exceptional verbal and written communication skills.

• Strong organizational abilities and meticulous attention to detail.

• Initiative and problem-solving capabilities, including knowing when to take action and when to escalate issues.

• A passion for delivering outstanding customer service.

• Capability to work remotely from the UK.

• Required internet speed of 5 Mbps upload and 15 Mbps download.

• Successful completion of pre-employment screening, including a basic DBS check and two years of reference checks, prior to the start date.

🏝️ Benefits

• 158 hours of holiday, increasing to 168 hours with tenure, including bank holidays worked if scheduled.

• Discounts on groceries, shopping, holidays, insurance, outings, dining, and more.

• Access to a 24/7 employee assistance program with a user-friendly app.

• Family and friends’ discounts on various services and products.

• Pension Scheme with up to 4% company matching.

• Opportunities for career advancement within a growing company.

• Commitment to equal opportunities.