Customer Service Advisor – Out of Hours

🕒 August 11

🇬🇧 United Kingdom – Remote

💵 £26.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 outside normal office hours • Assess the nature, priority, and urgency of calls • Follow scripts, guidance, escalation routes, and contact procedures • Record customer details, call information, actions, and outcomes using CRM, call logging systems, or manual processes • 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

🎯 Requirements

• Previous experience in a customer service, contact centre, call handling, public sector, emergency response, or out-of-hours environment is desirable • Excellent verbal communication skills and a calm, clear, professional telephone manner • Strong active listening skills • Ability to remain composed when dealing with urgent, sensitive, or distressed callers • Ability to assess information quickly, follow procedures accurately, and escalate issues appropriately • Good attention to detail and ability to record information clearly and accurately • Confidence using computer systems, CRM platforms, telephony systems, and Microsoft Office applications • Ability to work independently during out-of-hours periods while following agreed guidance and escalation routes • Flexible and reliable approach to shifts, including evenings, nights, weekends, and bank holidays

🏖️ Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave • Paid day out of the office for volunteering with charity partners or a cause of your choice • Auto-enrolment to the company pension • Life assurance • Cycle2work scheme • 15 weeks’ fully paid maternity, adoption and shared parental leave • Two weeks’ paternity pay • Voluntary benefits including retail, socialising, health & wellbeing, travel and technology discounts • Employee Network Groups • Career growth and professional development opportunities • Inclusive, barrier-free recruitment process and working environment