Customer Services - nights

Customer Services - nights

Rawtenstall

4 on 4 off - 5PM until Midnight

DBS required

£13.19 per hour

About the Role

We’re currently recruiting a Evening 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:

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• A triggered fire alarm requiring you to contact emergency services
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• A caller who has experienced a fall and activated an emergency device
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Each call will vary, but your role remains the same: to listen, assess, and take appropriate action with empathy and professionalism.

Key responsibilities include:

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• Handle sensitive and emotionally charged calls from elderly or vulnerable individuals
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• Remain calm and composed under pressure
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• Use the client’s Technology Enabled Care (TEC) system to identify issues and provide outstanding service
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• Tailor your communication style to each caller’s needs
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• Collaborate with various internal stakeholders to support service delivery
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• Accurately record details and actions taken during and after each call
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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:

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• Calm and empathetic telephone manner
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• Excellent communication and listening skills
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• Basic computer literacy and accurate data entry
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• Resilience and professionalism in urgent or emotional situations
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• Ability to manage time and workload independently
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• Comfortable working across multiple systems
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• Standard DBS check required
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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.