Customer Service Advisor Out of Hours

Contract Civic Recruitment Limited United Kingdom

Job Information

City: Lincoln

Province: Lincolnshire

Postal Code: LN2

Job Description 3-month contract position with a local authority

Summary

• This is a 3-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 is crucial in managing urgent and sensitive calls related to social care and other council services. It requires handling enquiries efficiently and accurately while providing a high level of customer care to residents, professionals, and stakeholders during evenings, nights, weekends, and public holidays.

Responsibilities

• Handle 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.
• Maintain accurate and detailed records of all interactions using internal systems.

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.
• Essential Qualifications Required
  • Good standard of education (GCSEs or equivalent), including English and Maths.
  • Strong IT skills, including Microsoft Office and general computer systems.
  • Excellent communication and interpersonal skills.

Additional Information

• Working hours: 25 hours per week
• Location: 36 Orchard Street, Lincoln, Lincolnshire, LN1 1XX, United Kingdom
• DBS Required
• 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.