Out of Hours Customer Support Advisor
Location: Glasgow
Benefits: 30 days holiday, company sick pay, private health care, cycle2work scheme and more.
About Us
Staffscanner is a leader in temporary staffing for health and social care. Family‑owned and based in Glasgow City Centre, we proudly serve clients and candidates across the UK.
Why We’re Different
* Innovative Technology: Our unique app has revolutionised staffing for care homes, the NHS, and private clinics since 2017.
* Proven Success: Connecting over 50,000 high‑quality candidates with trusted clients, we’ve filled millions of hours and received raving reviews.
* People First, Visionary Approach: We’re more than an app — Staffscanner is driving a sustainable, efficient, and quality‑focused shift in care staffing by breaking down barriers and raising standards, one shift at a time.
Our Values
* We put people first, recognising that our success is driven by the dedication and care of our staff and the wellbeing of those they serve.
* We improve as a team, fostering a collaborative environment where everyone’s contributions are valued and collective growth is celebrated.
* We take ownership, ensuring accountability and pride in our work.
* We treat everyone with dignity and respect, creating an inclusive culture where every individual feels valued and heard.
* We listen and take action, committed to responding to feedback and continuously enhancing our services.
* We never stop improving, embracing innovation and striving for excellence in all we do without letting the pursuit of perfection hinder progress.
About the Role
When care homes need support after hours, you’ll be the person they can rely on.
As an Out of Hours Customer Support Advisor, you’ll provide responsive, professional support during evenings, weekends, and public holidays – ensuring our clients and healthcare staff receive seamless service around the clock.
You’ll manage inbound and outbound calls, messages and app notifications to arrange last‑minute shift cover, handle urgent client requests and support our nurses and carers in the field. Calm under pressure and confident in your decision‑making, you’ll help maintain safe staffing levels and uphold the high standards of care our clients depend on.
Key Responsibilities
* Respond promptly to calls, messages and app notifications outside of standard office hours.
* Manage urgent shift bookings, cancellations and resourcing needs for care home clients.
* Proactively contact available nurses and carers to fill open shifts.
* Provide clear, empathetic communication to staff and clients in time‑sensitive situations.
* Accurately record all activity, issues and updates for effective handover to the daytime team.
* Escalate safeguarding, safety or continuity concerns to the appropriate manager or clinical support.
* Work closely with internal teams to ensure consistent service delivery and client satisfaction.
Skills & Experience
* Excellent communication skills with a calm, professional manner.
* Confident making outbound calls and coordinating multiple priorities.
* Strong organisational skills with good attention to detail.
* Able to stay composed when handling urgent or sensitive situations.
* Self‑motivated and able to work independently during out‑of‑hours periods.
* Previous experience in healthcare staffing, care coordination, or customer support (preferred but not essential).
* Flexible and reliable, with the ability to work evenings, weekends and bank holidays.
Why Join Us
* Play a vital role in maintaining safe staffing for care homes and healthcare services.
* Work within a supportive team that values empathy, professionalism and collaboration.
* Receive full training, ongoing support and clear communication from our regional teams.
* Gain valuable experience in healthcare operations, customer service and shift coordination.
Diversity & Inclusion
At Staffscanner, diversity, equity, and inclusion are core to our mission. We create an environment where diverse perspectives are celebrated, and everyone is empowered to excel. We ensure equitable processes and welcome applicants of all backgrounds, valuing ethnicity, religion, sexual orientation, gender identity, family status, national origin, veteran status, neurodiversity, and disability. Our commitment to these principles drives our success and innovation in the care industry.
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