Customer Service Advisor - Part Time, Out of Hours

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. Job title: Customer Service Advisor - Part Time, Out of Hours Job Description: 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. This role is for working 25 hours per week scheduled 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