Customer Service Advisor – Out of Hours

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £26.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 Seed Round on 2018-01

Consulting • Healthcare • Insurance

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Handle inbound calls for local authority Out of Hours services, including urgent and emergency enquiries • Assess the nature, priority, and urgency of calls • Follow scripts, guidance, escalation routes, and contact procedures • Record customer details, call information, actions, and outcomes in CRM, call logging, or manual systems • Refer or escalate urgent matters to duty officers, emergency contacts, contractors, or specialist services • Support vulnerable, distressed, or emergency callers with empathy and active listening • Signpost non-urgent enquiries to daytime, online, or relevant local authority services • Liaise with emergency services, statutory bodies, contractors, and local authority representatives • Work evenings, nights, weekends, bank holidays, and other out-of-hours periods • Provide first-point-of-contact support for residents, members of the public, emergency services, contractors, and local authority partners

🎯 Requirements

• Previous experience in customer service, contact centre, call handling, public sector, emergency response, or out-of-hours work is desirable • Excellent verbal communication skills and calm, clear, professional telephone manner • Strong active listening skills • Ability to remain composed with urgent, sensitive, or distressed callers • Ability to assess information quickly and follow procedures accurately • Ability to escalate issues appropriately • Good attention to detail and accurate record-keeping • Confidence using computer systems, CRM platforms, telephony systems, and Microsoft Office applications • Ability to work independently during out-of-hours periods • Flexible and reliable approach to shifts including evenings, nights, weekends, and bank holidays • Availability for 37.5 hours per week, Monday to Sunday • Ability to work Monday–Thursday 17:00–09:00 and Friday 17:00–Monday 09:00

🏖️ Benefits

• Up to £26,227.50 basic salary • 23 days’ holiday, rising to 27 days • Opportunity to buy extra leave • Paid day out of the office for volunteering • Auto-enrolment company pension • Life assurance • Cycle2work scheme • 15 weeks’ fully paid maternity, adoption and shared parental leave • Two weeks’ paternity pay • Voluntary lifestyle benefits including retail, socialising, health and wellbeing, travel, and technology discounts • Access to Employee Network Groups • Inclusive, barrier-free recruitment process and workplace adjustments