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
- £12.67 per hour
- Working night shift 5pm - 11pm (19.35 hours pro-rata)or 5pm 12midnight (22.75 hours pro-rata)- 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 01204 913 998 or email your CV to adele@mpeople-recruitment.com