Customer Service Advisor

Customer Service Advisor - Out of Hours

Blenheim Chalcot

Location:
United Kingdom , Rochdale

Category:
Customer Service

Contract Type:
Not provided

Salary:

24000.00 GBP / Year

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Job Description:

As our Customer Service Advisor OOH, you’ll be the friendly voice representing our diverse clients. You’ll take pride in being our calm and professional first point of contact for our customers, delivering exceptional service and support. You’ll handle inbound and outbound calls, answer questions, and resolve issues with ease. Plus, you’ll have the incredible opportunity to learn new skills and collaborate with a supportive and friendly team. You'll be instrumental in providing a fantastic and positive customer experience!

Job Responsibility:

Delivering an outstanding customer experience within our high-performing contact centre team
Managing a wide variety of Out of Hours emergency queries, including Housing Repairs, Adult and Children’s Services, Street lighting, Noise complaints, Homelessness, Highways
Creating and updating customer records using our client systems, ensuring accuracy and efficiency
Keeping customers informed with updates relating to their queries
Handling a range of calls for several Local Authority and Housing Association clients
Helping service users and residents solve their problems
Directing customers to outside agencies
Managing calls about major emergencies in any of the Boroughs we support
Handling social care questions
Logging emergency repairs

Requirements:

Excellent people and communication skills
Ability to adapt to and meet each customer's unique needs
Previous experience working in a busy contact centre
Ability to maintain accurate notes, multitask, and meet KPI’s and SLA’s
A calm, empathetic, and clear telephone manner
Quick, solutions-focused thinking
Ability to work independently
Resilience and ability to handle challenging situations with objectivity
Strong organisational skills and attention to detail
Educated to GCSE level or equivalent
Experience dealing with vulnerable/distressed callers in emergency situations
Excellence in maintaining a high standard of customer service professionalism under tense scenarios
Literacy and numeracy skills
Computer literacy – ability to use multiple remote desktops and platforms
Interpersonal, organisational, and administrative skills
Ability to input and maintain effective computerised systems – CRM’s
Ability to organise and prioritise workload to achieve deadlines in a fast-paced environment
Ability to investigate complex queries within set guidelines and follow set process led procedures
Ability and willingness to take a proactive approach to work and training needs
Ability to monitor own workload and process accurate information until completion
Commitment to equalities and the promotion of diversity
Polite and professional sounding tone
Ability to best progress the client’s needs and expectations whilst remaining impartial and professional
Ability and willingness to self-develop
Knowledge of a range of IT systems
Awareness of Data Protection and confidentiality issues
Demonstrate competence in providing a high level of Customer Service
Previous experience of working within a customer-focused environment
Demonstrate the ability to understand different procedures and retain information across several different campaigns
Knowledge of how local authorities or other large organisations operate
Able to communicate clearly and openly, always displaying excellent listening skills
Demonstrate ability to work and adhere to Customer Service Standards and Values
To work flexibly and co-operatively to ensure that operational service priorities are met
Able to prioritise work and meet deadlines under pressure
Able to deal sympathetically with distressed, agitated, irate customers or those with special needs

Nice to have:

Background in Social Care or Housing
Experience of working within the housing or social services sector
Experience using Customer Relationship Management (CRM) Systems

What we offer:

Generous 25 days of annual leave plus Bank Holidays
A contributory pension scheme where we’ll match your contributions up to 5%
A benefits platform designed to cater to everyone’s needs

Additional Information:

Job Posted:
December 27, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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