Customer Service Advisor - Evenings and Weekends

Ventrica; Southend-on-Sea; Remote; GBP 20,000 - 25,000; Full time

Job summary

A customer service firm in the UK seeks passionate individuals to join as Customer Service Advisors. This role involves providing compassionate support to customers facing urgent issues, handling inbound calls, and maintaining detailed records. Ideal candidates will have experience in customer-facing roles, excellent communication skills, and a genuine passion for customer service. This position offers flexible working hours and can be performed remotely or in a hybrid setting.

Qualifications

• Experience in a customer-facing role, ideally involving urgent or sensitive situations.
• A genuine passion for delivering excellent customer service with empathy and care.
• Strong sense of ownership and accountability for the customer journey.
• Excellent verbal and written communication skills.
• Legal right to work in the UK.

Responsibilities

• Be the first point of contact for customers facing urgent issues.
• Handle inbound calls professionally, following structured scripts.
• Maintain accurate and detailed customer records.
• Collaborate with your team to meet KPIs.

Skills

Customer service

Emotional intelligence

Communication skills

Reliability

Computer skills

Job description

Are you someone who thrives in fast-paced environments and finds purpose in helping others during critical moments? Imagine being the reassuring voice on the other end of the line when someone is without heating or trapped in a lift. At Ventrica, we’re looking for passionate individuals to join our Bureau team as Customer Service Advisors, where every call is an opportunity to make a meaningful impact.

This isn’t just another contact centre role, it’s a chance to be the calm in someone’s storm, the solution to their problem, and the reason they feel supported. If you’re empathetic, resilient, and ready to grow your career in a supportive and dynamic environment, we want to hear from you!

Please note, this role is a fixed term contract until 17/05/2026.

What You’ll Be Doing:

• Be the first point of contact for customers facing urgent issues, delivering calm and compassionate support.
• Handle inbound calls professionally, following structured scripts while adapting to the caller’s emotional tone.
• Take ownership of each interaction, aiming for first‑contact resolution and escalating when necessary.
• Maintain accurate and detailed customer records.
• Collaborate with your team to meet KPIs and contribute to a culture of excellence.
• Escalate sensitive or emergency issues through the correct channels.
• Represent our client’s brand with integrity and empathy.
• Participate in ongoing training and development to maintain high service standards.

What You Will Bring:

• Experience in a customer‑facing role, ideally involving urgent or sensitive situations.
• A genuine passion for delivering excellent customer service with empathy and care.
• Emotional intelligence and the ability to adapt your communication style to suit each caller.
• Strong sense of ownership and accountability for the customer journey.
• Reliability, punctuality, and a commitment to consistency.
• Confidence using computer systems and maintaining accurate records.
• Excellent verbal and written communication skills.
• Legal right to work in the UK.
• Enthusiasm for joining the Ventrica team and growing your career.

Working Hours and Location:

• 16-18 hours per week
• Shifts between 17:00‑22:00 Monday to Friday and between 06:00‑22:00 on weekends
• We also offer just weekends, with a shift on both Saturday and Sunday
• For the first week, training will be Monday to Thursday 18:00‑22:00 and Friday 18:00‑20:00
• This role can be fully remote, office or hybrid working – you must be located in the UK while working remotely

Homeworking Eligibility:

Please refer to the following links to ensure your laptop/pc has the current supported systems:

• Windows 11 – Windows 11 Home and Pro – Microsoft Lifecycle | Microsoft Learn
• macOS – Apple macOS | endoflife.date

Hardware & Software: Windows

• MUST be a Windows 11 compatible machine, but MUST also be equipped with the following:
• Windows 11 24H2
• 8th Generation (or later) Intel i‑Series processor or 3rd Gen (or later) AMD Ryzen processor
• 8 GB RAM Minimum
• 15 GB+ Free Storage Space

Hardware & Software: Apple/macOS

• MUST be equipped with the following:
• macOS 14 (Sonoma) or later
• 8 GB RAM Minimum
• 15 GB+ Free Storage Space

Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

Hardware & Software: Mobile Phone

You MUST have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later). This is required as part of the multi‑factor authentication setup to safeguard your Ventrica account.

Minimum Speed Requirements:

• Ping ms – maximum 20 ms
• Download Mbps – minimum 20 MBps
• Upload Mbps – minimum 5 Mbps

Who are Ventrica?

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.