Night Customer Service Advisor (Evening Shifts)

About the role

We are seeking a Night Customer Service Advisor to work in a small, friendly contact centre in Rawtenstall. The role involves handling inbound calls from customers who need immediate assistance, often in urgent or potentially life‑threatening situations. You will be the first point of contact, providing calm, clear guidance and escalating to emergency services when required.

Key responsibilities

• Answer inbound calls promptly, aiming to pick up within three rings.
• Assess the urgency of each call using a structured script and take appropriate action.
• Handle sensitive calls from elderly or vulnerable individuals with empathy.
• Use the client’s Technology Enabled Care (TEC) system to record details and actions.
• Tailor communication style to each caller’s needs.
• Collaborate with internal stakeholders to ensure seamless service delivery.
• Accurately document all interactions and outcomes.

Required profile

• Compassionate and reliable, able to stay calm under pressure.
• Excellent telephone manner with clear, empathetic communication.
• Resilience when dealing with urgent or emotional situations.
• Ability to work independently and manage time effectively.
• Standard DBS check is mandatory.

Required skills

• Basic computer literacy.
• Accurate data entry.
• Comfortable working across multiple computer systems.

What we offer

• £13.19 per hour.
• Various shift patterns including 4‑on/4‑off, evenings and weekends.
• Opportunities for full‑time, part‑time or temporary contracts.