Customer Services - nights
Rawtenstall
4 on 4 off - 5PM - midnight
DBS required
About the Role
We’re currently recruiting a Night 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.