At a Glance
- Tasks: Be the first point of contact for urgent calls and support residents in need.
- Company: Join Capita, a leader in transforming public services with innovation.
- Benefits: Enjoy a competitive salary, flexible working hours, and generous holiday leave.
- Other info: Flexible shifts, including evenings and weekends, with great career growth opportunities.
- Why this job: Make a real difference by helping people during their most critical moments.
- Qualifications: Customer service experience and excellent communication skills are a plus.
The predicted salary is between 23605 - 28650 £ per year.
As a Customer Service Advisor at Capita Business Services Limited, you will be the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners contacting the Out of Hours service. This role supports local authority services outside normal office hours by answering urgent and emergency calls that require immediate attention. You will assess the nature and urgency of each enquiry, follow agreed scripts and procedures, record accurate information, and escalate or refer cases to the appropriate duty officer, emergency contact, contractor, or service area. The role requires calm decision-making, excellent communication skills, and the ability to support callers who may be distressed, vulnerable, or in urgent need of assistance.
The working pattern for this role will be 37.5 hours per week working 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 £26,227.50)
- 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.
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.
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.
AI & Fair Recruitment at Capita
At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people.
How We Use AI in Our Hiring Process
To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers.
Location: Home-Based - GBR, United Kingdom
Time Type: Full time
Contract Type: Permanent
Customer Service Advisor - Out of Hours employer: Capita
Capita's Gas Safe Register is an exceptional employer, offering a supportive work culture that prioritises safety and employee well-being. With competitive benefits including a company car, generous holiday allowance, and opportunities for community engagement through volunteering, employees are encouraged to grow both personally and professionally in the vibrant Colchester area. The commitment to diversity and inclusion further enhances the workplace environment, making it a rewarding place for gas professionals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Out of Hours
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capita. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capita before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capita:Your cover letter is your chance to shine! Tell us why you want to work at Capita specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capita!
How to prepare for a job interview at Capita
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
