Night Service Controller
Remote (occasional travel to Uxbridge) | Mix of day and night shifts
Competitive base salary of £25k + quarterly performance-based bonus
The purpose of the Night Service Controller role is to provide essential out-of-hours support, ensuring seamless service delivery for major Brook Street clients.
The position involves working 39.25 hours per week on a rotational basis, including day and night shifts, weekends, and bank holidays.
This role is perfect for an organised & flexible individual who thrives in a fast-paced, busy and high-volume environment. You’ll need to be a strong team player who can also work confidently and independently during overnight remote shifts. This opportunity would suit someone who is looking for a rewarding and long-term career, takes ownership of their work, enjoys variety, and takes pride in representing the wider branch network by delivering exceptional service to clients and candidates alike.
Core Responsibilities
To provide vital support to Brook Street's core operations outside of standard working hours. Operating evenings, weekends, & bank holidays, this role ensures service continuity, safeguards the reputation of the business, & supports critical sectors including healthcare, social care, & government. Acting as the sole point of contact for clients & candidates during these times, responding to urgent queries, incidents, safeguarding alerts, & staffing requirements across multiple sectors. This role directly contributes to the business's 24/7 client support promise & is a key component of Brook Street's risk management and emergency response strategy.
Key Responsibilities:
Safeguarding Business Continuity & Emergency Response
* Act as the first responder to urgent incidents, including safeguarding alerts, medical emergencies, late arrivals, & client escalations
* Use sound judgment to triage incidents, escalate critical concerns to senior leaders, & ensure issues are recorded in line with company policy
* Maintain a calm, authoritative presence to reassure clients & candidates during high-pressure scenarios
* Ensure comprehensive handovers to Operations teams, including date/time-stamped summaries of all out-of-hours activity
Multi Sector Service Delivery
* Deliver consistent & high-quality service across three complex & regulated divisions: Business Professional, PSR, and Social Care
* Adapt communication & service provision depending on the sector's expectations & urgency (e.g., faster responses for social care emergencies)
* Apply sector-specific compliance knowledge, including safeguarding policies, vetting, right-to-work, & health and safety standards
Candidate & Shift Management
* Proactively manage last-minute bookings, cancellations, & redeployments, often within tight deadlines
* Maintain real-time rosters & ensure only compliant, assignment-ready candidates are placed
* Maximise fulfilment rates by leveraging applicant availability data & maintaining strong candidate relationships
* Provide critical shift cover in highly sensitive sectors like care homes, supported living, and public services
Client Communication & Risk Management
* Act as the sole representative of Brook Street to clients during out-of-hours period
* Build confidence in Brook Street's round-the-clock capability by delivering total call resolution & excellent customer service
* Document all client interactions in CRM systems (e.g. Bullhorn, Fieldglass) in line with SLA
* Manage client expectations & de-escalate concerns effectively while aligning with compliance and operational policies
Operational Support & Task Completion
* Complete tasks referred from daytime operations such as:
* Sending new starter welcome packs
* Quality & compliance checks
* Applicant screening & referencing
* Candidate resourcing & "spec" calls
* Ensure all activity is logged & reported accurately to support continuity across business functions
Systems & Compliance
* Utilise CRM & Sector-specific platforms (e.g. Bullhorn, Fieldglass, client portals) to track, document & resolve all interactions
* Complete post-shift handovers with full transparency & data accuracy
* Follow sector compliance protocols: DBS, right to work, security clearances & safeguarding
* Uphold Brook Streets standard of privacy, GDPR Compliance & professional ethics
Skills & Competencies
* Sector Agility: Able to pivot quickly between diverse client sectors & adjust service style accordingly
* Crisis Management: Quick-thinking, able to assess risk, prioritise actions, & remain calm under pressure
* Safeguarding Awareness: Understands the urgency & legal significance of safeguarding & wellbeing-related concern
* Client-Facing Professionalism: Articulate, composed, & diplomatic, even in emotionally charged or emergency situations
* Attention to Detail: Precise record-keeping & accurate reporting across CRM platforms is essential
* Autonomous Decision-Making: Comfortable operating independently & making business-critical decisions in real time
* Flexibility: Ability to work out of standard hours, public holidays and weekends, also be on standby to cover team at short notice on an on-call basis
KPI & Measures of Success
* Emergency shift fulfilment & redeployment rates
* Response & resolution time to client/candidate queries
* Accuracy & detail of CRM logs & shift handovers
* Adherence to compliance & escalation protocols
* Positive client & candidate feedback during unsociable hours
* Clear documentation of call trends & out-of-hours demand