Customer Service Advisor Out of Hours

Customer Service Advisor Out of Hours focuses on handling inbound calls as part of the out-of-hours service, including emergency contacts related to adult and children’s social care.

What the role involves

• Handling inbound calls as part of the out-of-hours service, including emergency contacts related to Adult and Children’s Social Care.
• Record, assess, and accurately process sensitive information from the public and professionals such as police and healthcare services.
• Provide appropriate advice, signposting, and escalation in line with procedures.
• Respond to enquiries related to a range of council services, including housing repairs, libraries, and other local services.
• Maintaining accurate and detailed records of all interactions using internal systems.

Skills and requirements

• Essential Experience Required.
• Previous experience in a customer service, call centre, or contact centre environment.
• Experience handling sensitive or complex enquiries, ideally within social care, housing, or public services.
• Good standard of education (GCSEs or equivalent), including English and Maths.

Confirmed role details

• 25 hours per week.
• 36 Orchard Street, Lincoln, Lincolnshire, LN1 1XX, United Kingdom.
• Interviews will be held at Lancaster House, Orchard Street, LN1 1XX.
• We operate on a bi-weekly schedule.

Candidate fit

• clear communication, patience, accurate records, and reliable follow-through