About the Role
We’re currently recruiting a Night Customer Service Advisor to support one of our clients based in Rossendale. 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.
Ideal Experience:
NHS or healthcare helplines
Crisis or bereavement counselling
Citizens Advice or social support roles
Housing, drug, alcohol, or mental health support services
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
GCSEs in English and Maths (grade C or above, or equivalent)
Cultural awareness and empathy
Ability to manage time and workload independently
Comfortable working across multiple systems
Minimum of 1 years’ experience in a public, healthcare, TEC, or service-based role
Standard DBS check required
What We Offer
Fully paid 5-week training programme- working 8am – 4pm
£12.67 per hour
Working night shift 5pm - - 12midnight - 4 on 4 off
Friendly, supportive team environment
Meaningful, people-first work that makes a real impact
Fixed shifts to support work/life balance
On-site role with opportunities for personal and professional growth
If you’re someone who can offer reassurance, stay calm in a crisis, and take meaningful action—you could be the difference someone needs in their most vulnerable moment.
I’d love to hear from you.
Please call Adele (phone number removed) or email your CV to (url removed)