Customer Service Advisor - Out of Hours

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As a Customer Service Advisor at Capita Business Services Limited, you will be the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners contacting the Out of Hours service.
 

This role supports local authority services outside normal office hours by answering urgent and emergency calls that require immediate attention. You will assess the nature and urgency of each enquiry, follow agreed scripts and procedures, record accurate information, and escalate or refer cases to the appropriate duty officer, emergency contact, contractor, or service area.
 

The role requires calm decision-making, excellent communication skills, and the ability to support callers who may be distressed, vulnerable, or in urgent need of assistance.

The working pattern for this role will be 37.5 hours per week working between Monday to Sunday. Opening hours and shift rotation are Monday to Thursday, 17:00–09:00, and Friday 17:00 to Monday 09:00 (24 hours over the weekend)

Responsibilities

• Handle inbound calls for local authority Out of Hours services, including urgent and emergency enquiries received outside normal office hours.

• Quickly assess the nature, priority, and urgency of each call, ensuring emergency and time-critical issues are dealt with appropriately.

• Follow agreed scripts, guidance, escalation routes, and contact procedures for each local authority service area.

• Accurately record all customer details, call information, actions taken, and outcomes using the relevant CRM, call logging system, or manual process.

• Refer or escalate urgent matters to the appropriate duty officer, emergency contact, contractor, or specialist service in line with agreed procedures.

• Support callers who may be vulnerable, distressed, or experiencing emergency situations, using empathy, professionalism, and active listening skills.

• Identify non-urgent enquiries and signpost callers to daytime services, online services, or the relevant local authority contact route where appropriate.

• Liaise with emergency services, statutory bodies, contractors, and local authority representatives where required.

• Work flexibly across evenings, nights, weekends, bank holidays, and other out-of-hours periods as required by the service.
   

About You

• Previous experience in a customer service, contact centre, call handling, public sector, emergency response, or out-of-hours environment is desirable.

• Excellent verbal communication skills with a calm, clear, and professional telephone manner.

• Strong active listening skills and the ability to remain composed when dealing with urgent, sensitive, or distressed callers.

• Ability to assess information quickly, follow procedures accurately, and escalate issues appropriately.

• Good attention to detail with the ability to record information clearly and accurately.

• Confidence using computer systems, CRM platforms, telephony systems, and Microsoft Office applications.

• Ability to work independently during out-of-hours periods while following agreed guidance and escalation routes.

• A flexible and reliable approach to working shifts, including evenings, nights, weekends, and bank holidays.

About Capita Local Government

Capita Local Government has many close, long-standing relationships with local councils, supporting them in the challenges they face by delivering a variety of services. We know that technology can help transform public services and to do that requires investment and innovation – and we’re working to develop new approaches here.

What’s in it for you?

• A competitive basic salary (Up to £26,227.50)

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
 

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. 

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com

AI & Fair Recruitment at Capita
At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process
To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you.

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