Customer Service Advisor Out of Hours (part time)

Civic Recruitment Limited; Lincoln (NE); On-site; USD 15,000 - 19,000; Part time

Job summary

Civic Recruitment Limited is seeking a Customer Service Advisor (Out of Hours) on a 12‑week contract based in Lincolnshire. The role focuses on emergency and out‑of‑hours enquiries for Adult Social Care, Children's Services, housing, libraries, highways and other local authority services.

The ideal candidate will handle sensitive information, maintain confidentiality and provide calm, professional support to callers, including police, health services and public partners.

Qualifications

• Essential: good standard of education including English and Mathematics.
• Desirable: Customer Service, Business Administration, or Call/Contact Centre training.
• Experience in handling telephone enquiries and working with computerised systems.

Responsibilities

• Act as first point of contact for out‑of‑hours enquiries.
• Respond to calls from the public, professionals and partner agencies.
• Provide a professional, efficient, customer‑focused service.
• Handle enquiries sensitively and protect confidentiality.
• Process emergency calls and escalate safeguarding concerns when needed.
• Maintain accurate records and use systems for referrals and incident reporting.

Skills

Customer service

Active listening

Information gathering

Teamwork

Attention to detail

IT literacy

Calm under pressure

Communication

Education

GCSE English and Maths

Tools

Microsoft Office

Job description

Customer Service Advisor Out of Hours (part time)

Lincoln, United Kingdom | Posted on 15/07/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre‑screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

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

Contract: Temporary (12 Weeks)

Working Pattern: Out of Hours Shift Work

• 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

Summary

This 12-week contract role within the Customer Service Centre serves as the first point of contact for emergency and out‑of‑hours enquiries across various Lincolnshire County Council services. The successful candidate will manage sensitive and urgent calls related to Adult Social Care, Children's Services, Housing, Highways, Libraries, and other local authority services. Responsibilities include gathering information, assessing urgency, recording details accurately, and ensuring enquiries are directed appropriately. This role demands excellent communication skills, emotional resilience, and the ability to remain calm and professional when dealing with vulnerable individuals and emergency situations.

Responsibilities

• 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.

Requirements

• 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.
• 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.
• 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.