Customer Service Advisor - Part Time, Out of Hours

This role is for working 25 hours per week scheduled between Monday to Sunday. Opening hours and shift rotation are Monday to Thursday, 17:00–09:00, and Friday 17:00 to Monday 09:00 (24 hours over the weekend).

Responsibilities

• Handle inbound calls for local authority Out of Hours services, including urgent and emergency enquiries received outside normal office hours.

• Quickly assess the nature, priority, and urgency of each call, ensuring emergency and time-critical issues are dealt with appropriately.

• Follow agreed scripts, guidance, escalation routes, and contact procedures for each local authority service area.

• Accurately record all customer details, call information, actions taken, and outcomes using the relevant CRM, call logging system, or manual process.

• Refer or escalate urgent matters to the appropriate duty officer, emergency contact, contractor, or specialist service in line with agreed procedures.

• Support callers who may be vulnerable, distressed, or experiencing emergency situations, using empathy, professionalism, and active listening skills.

• Identify non-urgent enquiries and signpost callers to daytime services, online services, or the relevant local authority contact route where appropriate.

• Liaise with emergency services, statutory bodies, contractors, and local authority representatives where required.

• Work flexibly across evenings, nights, weekends, bank holidays, and other out-of-hours periods as required by the service.
   

About You

• Previous experience in a customer service, contact centre, call handling, public sector, emergency response, or out-of-hours environment is desirable.

• Excellent verbal communication skills with a calm, clear, and professional telephone manner.

• Strong active listening skills and the ability to remain composed when dealing with urgent, sensitive, or distressed callers.

• Ability to assess information quickly, follow procedures accurately, and escalate issues appropriately.

• Good attention to detail with the ability to record information clearly and accurately.

• Confidence using computer systems, CRM platforms, telephony systems, and Microsoft Office applications.

• Ability to work independently during out-of-hours periods while following agreed guidance and escalation routes.

• A flexible and reliable approach to working shifts, including evenings, nights, weekends, and bank holidays.

About Capita Local Government

Capita Local Government has many close, long-standing relationships with local councils, supporting them in the challenges they face by delivering a variety of services. We know that technology can help transform public services and to do that requires investment and innovation – and we’re working to develop new approaches here.

What’s in it for you?

• A competitive basic salary (Up to £17,485.87)

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
 

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.