Customer Services - nights

Rawtenstall

4 on 4 off - 5PM - midnight

DBS required

£13.19 per hour

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.