Customer Service Advisor (Out of Hours) – 12 Week Contract

Important Information

• This is an Out of Hours position.
  


• Shifts include overnights, evenings, weekends, and public holidays.
  


• Candidates must be flexible and available to work the required shift patterns.
  


• The worker must be eligible to work in the UK.
  

Core Working Hours

• Monday – Thursday: 5:30pm – 8:00am
  


• Friday – Monday: 5:30pm – 8:00am
  


• Overnight shifts may include 12:00 midnight – 8:00am
  

Job Description

Summary

Responsibilities

• Customer Service & Call Handling
  
  
  
  • Act as the first point of contact for out-of-hours enquiries.
    
  
  
  • Respond to calls from the public, professionals, and partner agencies.
    
  
  
  • Deliver a professional, efficient, and customer-focused service.
    
  
  
  • Handle all enquiries sensitively and appropriately.
    
  
  

• Adult & Children's Social Care Support
  
  
  
  • Process emergency calls for Adult Social Care and Children's Services.
    
  
  
  • Handle enquiries from police, health services, social care professionals, and the public.
    
  
  
  • Gather relevant information accurately and efficiently.
    
  
  
  • Escalate urgent safeguarding concerns to appropriate teams.
    
  
  

• Corporate & Local Authority Services
  
  
  
  • Manage calls related to housing repairs, district council services, library services, heritage services, highways services, and registration services.
    
  
  
  • Provide information and support in line with agreed procedures.
    
  
  

• Information Gathering & Processing
  
  
  
  • Record enquiries accurately on relevant systems.
    
  
  
  • Maintain confidentiality at all times.
    
  
  
  • Ensure information is input correctly and shared with relevant teams.
    
  
  
  • Follow procedures for referrals, incidents, and emergency situations.
    
  
  

• Systems & Administration
  
  
  
  • Use customer service systems and databases effectively.
    
  
  
  • Maintain accurate records and case notes.
    
  
  
  • Produce and update records as required.
    
  
  
  • Ensure compliance with information governance and data protection requirements.
    
  
  

• Team Working
  
  
  
  • Collaborate with colleagues and partner organisations.
    
  
  
  • Participate in training and development activities.
    
  
  
  • Support service continuity across all out-of-hours functions.
    
  
  
  • Contribute positively to team objectives and service standards.
    
  
  

• Qualifications
  
  
  
  • Essential: Good standard of education including English and Mathematics (or equivalent).
    
  
  
  • Desirable: Customer Service qualification, Business Administration qualification, Contact Centre or Call Centre training.
    
  
  

• Knowledge
  
  
  
  • Essential: Excellent customer service principles and practices, knowledge of confidentiality and data protection requirements, understanding of safeguarding and dealing with sensitive information, good IT literacy.
    
  
  
  • Desirable: Knowledge of local authority services, understanding of Adult Social Care or Children's Services, knowledge of emergency call handling procedures.
    
  
  

• Experience
  
  
  
  • Essential: Previous customer service experience, experience handling telephone enquiries in a busy environment, experience working with computerised systems and databases, experience dealing with sensitive or confidential information.
    
  
  
  • Desirable: Previous contact centre or call centre experience, local authority experience, experience supporting social care, housing, or public sector services, experience working out of hours or emergency response services.
    
  
  

• Skills & Competencies
  
  
  
  • Essential: Excellent communication skills, strong listening and information-gathering abilities, ability to remain calm under pressure, strong customer service skills, good attention to detail, ability to prioritise and assess urgent situations, competent in Microsoft Office and Windows-based systems, ability to work independently and as part of a team, professional and resilient approach to challenging situations.
    
  
  

Additional Information

• This is a 12-week temporary contract.
  


• Rate: £16.49 per hour (Umbrella).
  


• Location: Lancaster House, Lincoln, Lincolnshire (LN1 1XX).
  


• 25 hours per week.
  


• Out of Hours shift-based working.
  


• Shifts include evenings, nights, weekends, and public holidays.
  


• Overnight shifts may include 12:00am – 8:00am.
  


• Pay is provided on a bi-weekly basis.
  


• Previous customer service or contact centre experience is highly desirable.
  


• Local authority or social care experience is advantageous.
  


• Must be eligible to work in the UK.