Customer Service Advisor – Part Time, Out of Hours

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £17.5k / year

⏱ Part 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 outside normal office hours • Assess the nature, priority, and urgency of each call • Follow agreed scripts, guidance, escalation routes, and contact procedures • Record customer details, call information, actions taken, and outcomes using CRM, call logging, 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, professionalism, and active listening • Identify non-urgent enquiries and signpost callers 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 as required

🎯 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 a calm, clear, professional telephone manner • Strong active listening skills • Ability to remain composed with urgent, sensitive, or distressed callers • Ability to assess information quickly, follow procedures accurately, and escalate 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 guidance and escalation routes • Flexible and reliable approach to shifts, including evenings, nights, weekends, and bank holidays • Availability for 25 hours per week scheduled Monday to Sunday

🏖️ 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 chosen cause • 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 discounts on retail and socialising, health & wellbeing, travel, and technology • Access to Employee Network Groups • Career development and opportunities to expand skills, explore new paths, and advance career