Out of Hours Customer Service Advisor

CRA Group Limited; Lincoln; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A local council authority in Lincoln is looking for an Out of Hours Service Officer for a 6-month contract. This role will manage emergency calls related to Adult and Children's Social Care while providing excellent customer service. Candidates must have experience in handling sensitive information and be proficient in Microsoft Office. The position requires availability for overnight and weekend shifts. This hybrid role offers flexible working after training.

Qualifications

• Previous experience in a customer service or call-handling role, preferably in a public sector or emergency service environment.
• Experience dealing with sensitive or confidential information.
• Training in safeguarding or social care (desirable but not essential).

Responsibilities

• Respond promptly to emergency and out-of-hours calls from professionals and the public.
• Handle sensitive and confidential information with discretion and professionalism.
• Provide advice on council services including Adult Care and Children's Services.

Skills

Customer service experience

Ability to handle sensitive information

Calm under pressure

Proficiency in Microsoft Office

Education

GCSEs in English and Maths

Job description

• This is a 6-month contract position with a local authority, serving as the first point of contact for the County Council's Out of Hours Service. The role involves handling emergency and sensitive calls related to Adult and Children's Social Care, as well as other council services. It requires accurate information gathering, efficient processing, and delivering exceptional customer service in a fast-paced environment.
• Respond promptly to emergency and out-of-hours calls from professionals (Police, Health Services) and the public.
• Handle sensitive and confidential information with discretion and professionalism.
• Accurately record and process information in line with council policies and procedures.
• Provide advice and guidance on council services, including Adult Care, Children's Services, Highways, Housing Repairs, Libraries, and Heritage enquiries.
• Escalate urgent cases to appropriate teams or emergency services as required.
• Maintain up-to-date knowledge of council services and procedures.
  Previous experience in a customer service or call-handling role, preferably in a public sector or emergency service environment.
• Experience dealing with sensitive or confidential information.
• Ability to remain calm and professional under pressure.
• GCSEs (or equivalent) in English and Maths.
• Proficiency in Microsoft Office and Windows-based applications.
• Training in safeguarding or social care (desirable but not essential).
• This is an Out of Hours position, handling a mixture of Social Care and Corporate calls. Shifts include working overnight (12 midnight until 8 am), evenings, weekends, and all public holidays. Core hours are Monday-Thursday 17:30-08:00 & Friday to Monday 17:30-08:00.
• Our offices are based in Lincoln City Centre at Lancaster House, and we offer agile working opportunities (a mix of office and home working) once you're settled in and fully trained.
• Interviews will take place during the week commencing 5th January, with a view to start during the week commencing 12th January or 19th January.
• Interviews will be in person at 3rd Floor Lancaster House, Orchard Street, Lincoln, LN1 1XX, lasting 30-45 minutes, and may include role play to assess capability in handling difficult conversations.