Out-of-Hours Customer Care Specialist

Capita; England; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

23 days holiday (rising to 27)

Volunteer day

Pension scheme

Life assurance

Cycle to work

Maternity/paternity leave

Job summary

Capita Local Government is hiring a Customer Service Advisor to be the first point of contact for residents and partners during Out of Hours periods. You will assess urgent enquiries, follow procedures, and log information accurately using CRM and telephony systems.

The role requires calm decision-making and empathy for distressed callers, with shifts across evenings, nights, weekends, and bank holidays. A competitive salary and employee benefits are offered.

Qualifications

• Experience in customer service or contact centre roles is desirable.
• Ability to stay calm and professional when dealing with distressed callers.
• Excellent verbal communication and listening skills.

Responsibilities

• Handle inbound calls for Out of Hours services, including urgent and emergency enquiries.
• Assess nature, priority and urgency of each call and escalate as needed.
• Follow scripts and escalation routes for each service area.

Skills

Customer service

Call handling

Public sector

Emergency response

Out-of-hours

Tools

CRM systems

Telephony systems

Microsoft Office

Job description

Capita Local Government is hiring a Customer Service Advisor to be the first point of contact for residents and partners during Out of Hours periods. You will assess urgent enquiries, follow procedures, and log information accurately using CRM and telephony systems.

The role requires calm decision-making and empathy for distressed callers, with shifts across evenings, nights, weekends, and bank holidays. A competitive salary and employee benefits are offered.