Rawtenstall
4 on 4 off - 12.30 - 8PM
DBS required
£12.77 per hour
About the Role
We’re currently recruiting a Evening Customer Service Advisor to support one of our clients based in Rawtenstall. This role is based on a small, friendly contact centre and involves taking inbound calls from customers who require immediate support—often in urgent or potentially life-threatening situations.
Our client provides critical assistance to a wide range of individuals, many of whom rely on swift and compassionate responses during times of crisis.
What You’ll Be Doing
As a Night Customer Service Advisor, you’ll be the first point of contact, answering calls promptly—ideally within three rings. Using a structured script, you’ll assess the urgency of each situation and provide calm, clear guidance to the caller.
You could be responding to situations such as:
A triggered fire alarm requiring you to contact emergency services
A caller who has experienced a fall and activated an emergency device
Each call will vary, but your role remains the same: to listen, assess, and take appropriate action with empathy and professionalism.
Key responsibilities include:
Handle sensitive and emotionally charged calls from elderly or vulnerable individuals
Remain calm and composed under pressure
Use the client’s Technology Enabled Care (TEC) system to identify issues and provide outstanding service
Tailor your communication style to each caller’s needs
Collaborate with various internal stakeholders to support service delivery
Accurately record details and actions taken during and after each call
What We’re Looking For
We’re seeking compassionate, reliable individuals who thrive in high-pressure situations and can communicate with clarity and empathy over the phone.
Essential Skills & Requirements:
Calm and empathetic telephone manner
Excellent communication and listening skills
Basic computer literacy and accurate data entry
Resilience and professionalism in urgent or emotional situations
Ability to manage time and workload independently
Comfortable working across multiple systems
Standard DBS check required
If you would like any further details please forward your CV for consideration, Mpeople are a recruitment business acting on behalf of our clients. If you do not receive a response within 5 days please presume you have been unsuccessful on this occasion
Salary description
£12.77 - £12.77 per hour