Customer Service Advisor Out of Hours (G2)

Position: Customer Service Advisor Out of Hours (G2)

Location: 36 Orchard Street, Lincoln, LN1 1XX

Start Date: ASAP

Contract Duration: 3+ Months

Working Hours: 25 hours per week - (Out of Hours shifts including evenings, nights, weekends, and public holidays)

Pay Rate: PAYE: £12.76 per hour

Job Reference: OR(phone number removed)

Job Responsibilities

Act as the first point of contact for out-of-hours customer enquiries across Adult Social Care, Children’s Services, and other council services.

Handle emergency and sensitive calls from members of the public and professional partners, including Police and Health Services.

Gather, record, and process information accurately and efficiently while following relevant procedures.

Assess the nature of calls and escalate urgent or safeguarding concerns to the appropriate teams.

Provide excellent customer service across a range of council services, including housing repairs, libraries, and general enquiries.

Maintain accurate records using council systems and databases.

Communicate clearly and professionally with customers and internal/external stakeholders.

Work effectively in a fast-paced environment while managing multiple priorities.

Person Specification

Previous experience in customer service, contact centre, administration, or a similar role.

Excellent verbal and written communication skills.

Ability to handle sensitive and confidential information professionally.

Strong listening skills with the ability to gather accurate information.

Good IT skills, including confidence using Microsoft Office and Windows-based systems.

Ability to remain calm and professional when dealing with challenging or emergency situations.

Flexible approach and willingness to work evenings, overnight shifts, weekends, and public holidays.

Ability to work independently and as part of a team.

Comments

This is an Out of Hours Customer Service Advisor role supporting Lincolnshire County Council. The position involves handling a mixture of Social Care and Corporate service calls, including emergency and sensitive enquiries.

Shift patterns include overnight working (12 midnight–8am), evenings, weekends, and public holidays. Core service hours operate from Monday–Thursday 17:30–08:00 and Friday–Monday 17:30–08:00.

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