Customer Service Officer - Out of Hours

About the Role Working hours: 17.5 hours per week; 12 hour shifts on a 10 week rota: 8.00pm - 8.00am Weekdays; 8.00am - 8.00pm Weekend Days; 8.00pm - 8.00am Weekend Evenings, this includes bank holidays, on a rota basis.

Contract type: Time limited for 12 months

Additional payments: 20% flexibility payment

Closing date: 11.59pm, 8 April 2026

Interview method: in person

Applicants must have existing right to work in the UK, as visa sponsorship is not available for this position.

This role is subject to:

• Legal right to Work - In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment.
• 2 references - where possible, we require 3 years' history.
• BPSS clearance - this post is subject to BPSS checks. You will therefore be required to consent to and comply with BPSS checking requirements prior to commencing in this post. This check involves verification of identity; nationality and immigration status; employment history (past 3 years) and basic criminal record check.
• DBS clearance - this post is covered by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (amended in 2013). Appointable candidates will be required to apply for a Standard Disclosure and Barring Service (DBS) check. Information provided by you or the DBS will be dealt with in a confidential manner and in accordance with the DBS Code of Practice which can be viewed here. We have a policy on the Employment of Ex Offenders and it is available upon request.

Responsibilities The successful candidate will deliver as first point of contact for statutory emergency services, including from GMP, North West Ambulance Service, hospitals, and liaising with partners and stakeholders etc. You will also handle Emergency Control Team (ECT) calls, this includes dealing with major incidents in the city, civil contingencies, extreme weather events, fires, road traffic incidents, dangerous buildings etc, and Housing Emergency Repairs (HERO).

This exciting opportunity comes with full training, followed by ongoing training in all aspects of Social Care i.e. Adult's and Children's, then specialising in handling, as a first point of contact, statutory emergencies e.g. child protection issues, homelessness, mental health assessments, safeguarding, breakdown in care, etc, ECT and HERO contacts.

Training will take place during the daytime, and the successful candidate will only move to Out of Hours shifts when they are sufficiently trained in the skill sets, this will be decided by the Team Leaders and be dependent on the abilities of the successful candidate. There is a 26 week probation period for this position.

If you have any questions before applying you can email the recruiting manager Kay Paterson at

About the Candidate The successful candidate must be flexible and resilient enough to deal with Social Care, ECT and HERO contacts throughout their shift. You must be passionate about delivering excellent customer services to the residents of Manchester, stakeholders and partners and be a customer focused individual who is proud to make the customer journey an excellent one for everyone including professional partners and self referrers, whatever time of day or night they contact us.

The team is small and the successful candidate must be reliable and resilient enough to attend work and work unsupervised on their shifts with, on occasions, only one other colleague.

The Out of Hours Team do not have home working contracts but do mainly work from home. The successful candidate must be prepared to come into the office when requested to do so and in the event of IT issues during their shift they must make their way to an office base in Manchester to continue working.

About Us We're the local council for one of the UK's most vibrant and diverse cities.

Working for Manchester isn't just a job - it's an opportunity to contribute to a city that leads change and transforms lives. Whether it's strengthening communities or driving innovation in public services, you'll play a vital role in creating opportunities and shaping a brighter future for everyone.

Our Manchester is our vision for a fairer, greener, and healthier city - a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester behaviours:

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We 'own it' and we're not afraid to try new things
• We're proud and passionate about Manchester

Benefits we offer

• Generous holiday allowance - Enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. Want more leave? You can purchase up to two additional weeks.
• A buzzing pension - You'll be enrolled in the UK's largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three times your salary as a lump sum.
• Enhanced parental and carers leave - Take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your newborn or support your family during critical life events.
• Brilliant perks - Access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
• Learn and grow - We are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
• A Good Employment Charter member - We are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognise three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
• Up to 3 days volunteering leave - Give back to the community with three days pro rate of paid volunteering leave, in addition to existing benefits.

Creating an Inclusive Team at Manchester City Council At Manchester City Council, we're dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.

Support During the Process

• Interview Adjustments: Let us know if you need any adjustments to demonstrate your suitability during the interview.
• Accessible Formats: Our ReciteMe tool can be accessed through the "Accessibility tools" button at the top of our careers page. This tool offers features like text to speech, translation into multiple languages, and adjustable text size and colour to make our site more accessible for everyone.

Guaranteed Assessment Scheme We guarantee assessments for applicants who meet the recruiting panels minimum shortlisting requirement for the role and identify with at least one of the criteria below:

• Members of the Armed Forces members or veterans
• Current or former care leavers
• Have a disability or long term condition

When You Join Us We're a Disability Confident Employer, offering:

• A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
• Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
• A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability friendly.

What we will need from you if you're successful In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.

Pre-Employment Checks If you are successful in securing a position with us, the pre employment checks required will depend on the role you've applied for, see the top of the advert for details.

These checks are an important part of our commitment to ensuring the safety and security of our workforce and the community we serve.

Other relevant information We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we'll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.

Artificial Intelligence (AI) Artificial Intelligence can be a useful tool to support your application. However, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence . click apply for full job details